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Chartered Banker Chartered Spring 2020 Banker The future of banking Open Mic: Davidson column: Country spotlight: Young Banker What will tomorrow’s A wake-up call Canada’s Open of the Year: customer value most? for banking. Banking agenda. Judges’ perspectives. Better banking experiences Serving the customer of tomorrow Best in class Bank – and relax Financial education Inclusive banking CX lessons An experiential The role of banks. Meeting diverse needs. from retailers. approach. 2 Charteredcharteredbanker.com Banker The future of banking Winter 2019 55 The Advanced Diploma in Banking and The AdvancedLeadership Diploma in a Digital in Banking Age and Leadership in a Digital Age Launching October 2018 Launching October 2018 • The Advanced Diploma in Banking and Leadership in a Digital Age is the Institute’s • Thegold-standard Advanced qualificationDiploma in Banking and Leadership in a Digital Age is the Institute’s • The Advanced Diploma in Banking and Leadership in a Digital Age is the Institute’s • gold-standardGlobally recognised qualification in setting the standard for those who seek to achieve the highest gold-standard qualification • Globallylevel of excellence recognised and in settingprofessionalism the standard in banking for those who seek to achieve the highest • Globally recognised in setting the standard for those who seek to achieve the highest • levelDeveloped of excellence by industry and expertsprofessionalism and students, in banking it blends core banking skills with a level of excellence and professionalism in banking • Developedtechnological by edge,industry suitable experts to enhanceand students, current it blends and future core banking roles.skills with a • Developed by industry experts and students, it blends core banking skills with a technological edge, suitable to enhance current and future banking roles. technological edge, suitable to enhance current and future banking roles. This revised Diploma: This revised Diploma: This• Can revisedbe completed Diploma: in 18 months to support • Each unit is assessed by knowledge checks to • Canapprenticeship be completed and in graduate 18 months programmes to support • Eachdemonstrate unit is assessed application by knowledge of learning checksat work to • Can be completed in 18 months to support • Each unit is assessed by knowledge checks to • apprenticeshipBlended learning and approach graduate with programmes core reading, online • demonstrateEnsures that individualsapplication can of learning meet current at work apprenticeship and graduate programmes demonstrate application of learning at work • Blendedresources, learning and an approach interactive, with online core Study reading, Guide online to • Ensuresand emerging that individuals regulatory can requirements meet current for the • Blended learning approach with core reading, online • Ensures that individuals can meet current resources,support learning and an interactive, online Study Guide to anddemonstration emerging regulatory of high professional requirements standards. for the resources, and an interactive, online Study Guide to and emerging regulatory requirements for the • supportIncludes learningsubstantial coverage of technology, leadership demonstration of high professional standards. support learning demonstration of high professional standards. • Includesand change, substantial in addition coverage to core of banking technology, knowledge leadership • Includes substantial coverage of technology, leadership and change, in addition to core banking knowledge and change, in addition to core banking knowledge www.charteredbanker.comFor further information please visit: www.charteredbanker.com Alternatively please contact the Institute’s Membership Engagement Team via: [email protected] please contact the Institute’s orMembership +44 (0) 131 Engagement 473 7777. Team via: Alternatively please contact the Institute’s Membership Engagement Team via: [email protected] or +44 (0) 131 473 7777. [email protected] or +44 (0) 131 473 7777. EF5290 CB Magazine Winter 2019 S21.indd 55 06/03/2019 12:47 charteredbanker.com Spring 2020 3 Chartered Banker Institute Drumsheugh House 38b Drumsheugh Gardens Edinburgh EH3 7SW tel: 0131 473 7777 fax: 0131 473 7788 www.charteredbanker.com [email protected] Chartered Banker Institute The future of banking (London Office) 2nd Floor, Bengal Wing 9a Devonshire Square London EC2M 4YN tel: 020 7464 4440 Chartered Banker magazine is published four times per year The front line in Spring, Summer, Autumn and Winter on behalf of the Chartered Banker Institute. Now, more than ever, we Subscriptions must focus on our customers. Chartered Banker is sent free to Institute members. For Simon Thompson, Chief Executive non-member subscriptions, contact the Institute on 0131 473 7777. t the time of writing, the coronavirus pandemic continues to dominate Editor in Chief the news. Everyone’s thoughts are, quite rightly, focused on the Simon Thompson A medical emergency and supporting the doctors, nurses and other Deputy Editor in Chief professionals on the front line. Martin Fishman Publishers During challenging times – and when contemplating the megatrends Editions Financial shaping our sector – it can be easy to forget that success in our own industry www.editionsfinancial.com ultimately means aligning our organisations, products and services with what our customers want and need. In the short term, banks must continue to provide access to essential services – clearly communicating any necessary changes to protect vulnerable individuals, staff and the rest of society. Our banks are already working closely with government and the Bank of England to help businesses and households through this unprecedented situation. As an Institute, we are committed to supporting those engaged in these tasks and I hope we will soon start to see a shift in focus towards mitigating and recovering from the financial impacts of the pandemic. In this issue, we look at how customer needs and expectations are changing in a world of “ During challenging ever-increasing choice – and how financial firms are rising to meet the challenge. As times, it can be both FinTechs and major technology firms harness their data-driven customer insights easy to forget that to bring innovative products and services to the market, competition to deliver what success ultimately customers want will intensify. At present, however, most customers trust their main means aligning banking providers to manage their finances and personal data. It is not only the Big our organisations, Tech companies such as Facebook, Apple, Amazon and Google that are responding products and to customers’ changing demands. Banks themselves are evolving, leveraging big services with what data and advanced analytics to identify and deliver the products and services that our customers can help customers manage their lives and businesses in general, not just their finances. want and need.” At the Institute, our own customers – our members and students – are at the Mission Hall heart of the business. Just like the banks, albeit on a smaller small, we use data 1 Roxburgh Place and insight to innovate and provide the best possible learning and development Edinburgh EH8 9SU experience we can. I’m pleased to report, therefore, that we have just launched a tel: 0131 476 2502 fax: 0131 476 2672 new, high-quality booking and assessment service. This means we can offer the Institute’s examinations in more than 5,000 centres worldwide, as well as, via 10 Little Portland Street remote invigilation, in our members’ and students’ offices and homes (please see London W1W 7JG tel: 0203 911 7530 our coronavirus update on page 11 for more information about continuing your www.editionsfinancial.com studies). In the same way as successful banks, we have harnessed technology to provide a more efficient, engaging and more personalised service. And, just like the banks, we’d love to hear your feedback. CB 4 Chartered Banker The future of banking Contents Regulars The front line Davidson Lessons Learned 03 SIMON THOMPSON on the 27 The Institute of Customer role of banks during the Service’s CEO sees a big It’s time for brands to pandemic. opportunity for banks. find their personality, says IAN HENDERSON. People & Personal 06 numbers 52 development 62 Latest news and moves in BOB SOUSTER explores the the UK banking industry. ethics of business change. Institute agenda Book Bank 10 What’s happening at the 60 What went wrong with Chartered Banker Institute? Australian banking? Special report Better banking Open Mic 14 What do customers want? experiences IKEA-style banking 18 Redefining ‘best in class’. Bank – and relax 20 Branch of the future. Tomorrow’s customer 21 Banks’ roles in financial education. Supporting diversity 23 Beyond internal initiatives. charteredbanker.com Spring 2020 5 “ It’s not enough now to simply offer a good The service. Banks need to be using tech for good professionals and helping to give back to society.” p14 in this issue Guy Ridgen is CEO of MyBnk, which provides Society first financial education and 28 Do banks of scale deliver enterprise workshops for enough value? 7-25 year olds. He joined the charity as Expansion Director in 2013 and was promoted in 2016. p21 Niche to Jo Causon is CEO of the 32 mainstream Institute of Customer The role of ‘brand’ in the Service. The Institute is an rise of Islamic finance. independent, professional membership body and publishes the biannual UK Customer Satisfaction Index (UKCSI).
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