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Financial capability and learning

Succeeding with customers through improved digital journeys

With over 10 million customers now using our mobile app to manage their finances, NatWest Group’s Tanvi Gokhale, Head of Strategy for Retail Banking, and Niro Nirmalan, Head of Digital Transformation for Retail Banking, explain how we’re empowering customers through its latest digital improvements.

“We know customers want to build good financial habits and boost their confidence with money. That’s why Insights, our financial wellbeing function in our mobile banking app, offers customers personalised support to help them better manage their money. We’ve seen some brilliant engagement with the tool since its launch in 2023, but we’re ambitious for Insights to go further. So, after gathering feedback from customers, in July 2024 we launched Fast-track your goals, our new digital experience giving customers personal plans to achieve their goals."

 

"Customers use the tool by answering some quick questions about how they feel about their finances and what matters most to them. The tool then turns their answers into personalised coaching plans broken into bite-sized exercises, making it easier for customers to take actionable steps to improve their financial wellbeing,”

 

“Coupled with the option of using it during a Financial Heath Check with a bank colleague, it’s proving to be a great way to support customers with their goals, from better budgeting to saving for the future.”

The case studies included on our website are intended for illustrative purposes only and they are provided to demonstrate potential outcomes and should not be construed as definitive evidence. The content and reliability of these case studies are not the responsibility of NatWest Group and we make no representations or warranties regarding their accuracy. The opinions, conclusions and views expressed in these case studies are solely those of the individuals or companies who provided them and do not necessarily reflect the views or policies of NatWest Group.

The material published on this page is for information purposes only and should not be regarded as providing any specific advice, or used by consumers to make financial decision. Terms and conditions apply to any products or services mentioned.

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