NatWest Group appoints new Chief Customer & Operating Officer as it drives bank-wide customer agenda

In his new role, James will drive the bank-wide customer agenda, working closely with the three customers franchises and central expert functional teams to identify, prioritise, and deliver initiatives that support customer success and optimise growth.

Following this new appointment, Group Chief Information Officer, Scott Marcar's role, will exclusively focus on accelerating NatWest's technology, artificial intelligence, and data capabilities. This shift will enable the bank to deliver on its strategy even faster, providing better outcomes for customers and building a simpler, more agile bank for its colleagues.

NatWest’s central expert functional teams of People, Corporate Affairs, Marketing and Legal, Governance & Regulatory Affairs will now also report directly to the CEO. This will enable faster decision making and ensure central team accountabilities to are aligned to customer priorities.

As the bank takes this next step in its transformation, Group Chief Operating Officer, Jen Tippin has decided it is the right time to leave the bank. Jen has made a significant contribution over the last five years and has been instrumental in driving the transformation.