054: Alex Chesterfield on behavioural change at NatWest Group

Alex is Head of Behavioural Risk at NatWest Group  where she and her team develop innovative data-led ways to reduce the risk of poor outcomes for the bank, and customers, resulting from behavioural root causes.

She has also just regained her student card; as of September she started a part-time PhD at The London School of Economics!

She is also the author of the highly acclaimed ‘Poles Apart: Why People Turn Against Each Other, and How to Bring Them Together’, clearly a book for our times.

Show notes

Alex’s interest in tribalism, partisanship and a polarised, divided societyPre-empting poor outcomes – prevention is better than cureSocial identity in the bank: what is driving behaviours and mindsets?How are targets and goals designed?How information is presented to customers (e.g. payment journeys) influences how they make decisionsNegative outcomes, fundamental attribution errors, complex systems and unintended harmCustomer behaviour online vs bricks and mortarPerceptions of Alex’s team in the bankPromoting shared goals and identity to get buy-inHow do we use behavioural science to create better customer experiences?Designing better workplaces and customer journey environments so that behavioural change happens naturally 

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Podcast music: Tamsin Waley-Cohen's Mendelssohn's violin concerto