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054: Alex Chesterfield on behavioural change at NatWest Group
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Manage episode 404797530 series 3556050
Daniel Ross and Dan Biggar, Daniel Ross, and Dan Biggar द्वारा प्रदान की गई सामग्री. एपिसोड, ग्राफिक्स और पॉडकास्ट विवरण सहित सभी पॉडकास्ट सामग्री Daniel Ross and Dan Biggar, Daniel Ross, and Dan Biggar या उनके पॉडकास्ट प्लेटफ़ॉर्म पार्टनर द्वारा सीधे अपलोड और प्रदान की जाती है। यदि आपको लगता है कि कोई आपकी अनुमति के बिना आपके कॉपीराइट किए गए कार्य का उपयोग कर रहा है, तो आप यहां बताई गई प्रक्रिया का पालन कर सकते हैं https://hi.player.fm/legal।
Alex is Head of Behavioural Risk at NatWest Group where she and her team develop innovative data-led ways to reduce the risk of poor outcomes for the bank, and customers, resulting from behavioural root causes.
She has also just regained her student card; as of September she started a part-time PhD at The London School of Economics!
She is also the author of the highly acclaimed ‘Poles Apart: Why People Turn Against Each Other, and How to Bring Them Together’, clearly a book for our times.
Show notes
- Alex’s interest in tribalism, partisanship and a polarised, divided society
- Pre-empting poor outcomes – prevention is better than cure
- Social identity in the bank: what is driving behaviours and mindsets?
- How are targets and goals designed?
- How information is presented to customers (e.g. payment journeys) influences how they make decisions
- Negative outcomes, fundamental attribution errors, complex systems and unintended harm
- Customer behaviour online vs bricks and mortar
- Perceptions of Alex’s team in the bank
- Promoting shared goals and identity to get buy-in
- How do we use behavioural science to create better customer experiences?
- Designing better workplaces and customer journey environments so that behavioural change happens naturally
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