Brand: Barclays UK
Agency: Watermelon Research
The Financial Services sector in the UK is heading into a period of intense disruption. In every market segment, challenger banks and fintechs are setting out to dislodge the established providers. In the face of these changes, Barclays UK is focused on delivering personalised, perfect experiences for customers in order to build long-term competitive advantage. In support of this ambition, we've even re-shaped our incentive structure, building it around our brand NPS. This means that colleagues – no matter where they sit within our business – are focused on delivering for our customers. With our research sitting at the heart of the bank's strategy, the Customer Insights team has a crucial role to play in synthesizing what we know about our customers and showing the way forward.