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054: Alex Chesterfield on behavioural change at NatWest Group
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Manage episode 404797530 series 3556050
Вміст надано Daniel Ross and Dan Biggar, Daniel Ross, and Dan Biggar. Весь вміст подкастів, включаючи епізоди, графіку та описи подкастів, завантажується та надається безпосередньо компанією Daniel Ross and Dan Biggar, Daniel Ross, and Dan Biggar або його партнером по платформі подкастів. Якщо ви вважаєте, що хтось використовує ваш захищений авторським правом твір без вашого дозволу, ви можете виконати процедуру, описану тут https://uk.player.fm/legal.
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 society
- Pre-empting poor outcomes – prevention is better than cure
- Social 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 decisions
- Negative outcomes, fundamental attribution errors, complex systems and unintended harm
- Customer behaviour online vs bricks and mortar
- Perceptions of Alex’s team in the bank
- Promoting shared goals and identity to get buy-in
- How 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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