Rethinking the customer journey in consumer banking

The Heidrick & Struggles Leadership Podcast explores the intersection of business, organizational culture, and talent in conversations with leading thinkers around the world.

In this podcast, Heidrick & Struggles’ Sophie Scholes talks to Andrew Bester, CEO of The Co-operative Bank. Bester talks about the challenges both the consumer banking sector and The Co-operative Bank face in a digital world and the steps The Co-op Bank is taking to overcome them. He also shares the need to always put people first—both inside and outside the organization—all along the customer journey.