Today’s interview is with Rachel Haworth, Customer Experience Director, at Coventry Building Society. Particularly for non-UK readers, a building society is a financial institution that is owned by its members as a mutual organisation. Coventry Building Society is the second largest organisation of its kind in the UK with over 1.8 million members that save or have a mortgage with them. Rachel joins me today to talk about customer experience, the approach they have taken, the successes they have had, what it takes to have the highest customer satisfaction of any major bank or building society in the UK and what life is like with no targets.
This interview follows on from my recent interview – 9 Trends shaping the future of marketing and CX in 2019 – Interview with Jeremy Korst – and is number 290 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Rachel:
Rachel Haworth is Customer Experience Director at Coventry Building Society, the second largest organisation of its kind in the UK and has over 1.8 million members that save or have a mortgage with them.
Rachel has over 20 years’ experience of Marketing and Customer Experience leadership in Financial Services, having managed First Direct’s brand and innovation initiatives before joining Coventry Building Society. Initially leading the Product & Marketing strategy, Rachel went on to set up a team dedicated to Customer Experience and Conduct Risk. Coventry Building Society is now considered a leader in customer experience in the UK, ranking highly in the ‘top 100 UK companies for customer experience in the UK’
Thanks to Pixabay for the image.