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Feature Article | Dame Alison Rose on Customer-Centricity and Commercial Results: The NatWest Transformation

  • May 30
  • 1 min read
When Dame Alison Rose took over at NatWest, the bank had spent a decade telling itself it was customer-led. The data told a different story. What followed was a systematic rebuild of how the organisation measured, prioritised, and delivered customer value — and it turned out to be the same thing as building shareholder value.

When Dame Alison Rose took over at NatWest, the bank had spent a decade telling itself it was customer-led. The data told a different story. What followed was a systematic rebuild of how the organisation measured, prioritised, and delivered customer value — and it turned out to be the same thing as building shareholder value.


 
 

© 2035 Dame Alison Rose. 

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