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