Q&A: Nationwide Branch Transformation

Q&A with David Palmer, Head of Mobile & Digital Banking at Nationwide

Horizn CEO, Janice Diner, and Nationwide’s David Palmer got together to discuss the benefits of the Discover Mobile platform in improving members’ and colleagues’ mobile app experience.

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Nurturing the Digital Customer Experience

The video conversation begins with Palmer discussing Nationwide’s commitment to offering legendary banking experiences to its customers (called “members”) — but also the realization that they lacked “truly exceptional” training and coaching materials for their frontline staff (“colleagues”) to support that vision. This was a gap they needed to fill in order to get more members and colleagues comfortable with using the mobile banking app. Nationwide turned to Horizn to help create the Discover Mobile platform, which offers exceptional training and learning experiences for colleagues on the mobile app’s functionality and features.

Strategic Education Empowers Staff.  The Discover Mobile platform, powered by Horizn, enables frontline colleagues to be trained and coached on features and functionality of the mobile banking app. This helps staff have more meaningful conversations with Nationwide members, which is hugely important to the organization.

“In choosing Horizn to create our Discover Mobile platform, it comes down to enabling colleagues to be the best they can be,” says Palmer. “We’re supporting them to feel knowledgeable and confident about our mobile banking app, therefore enabling more members to feel happy and confident in using the app.”

With most colleagues using the training and demo platform, Nationwide rolled out the demo platform to members, enabling them to gain hands-on experience with the app and its features before downloading. When new features are released, they can see the benefits and troubleshoot how to use it in a test environment.

Beyond ROI. As Palmer says in the video, mobile adoption is not the end result. Rather, it’s to offer the best banking experience for users. Both colleagues and members from across the organization have praised the ease at which the platform helps them become digitally fluent.

“Horizn provided a platform, which firstly enables our colleagues to be trained and coached on the features and functionality of our banking app. And then also how to have great conversations with our members as well, and that’s hugely important. And then secondly, and just as importantly, is helping our colleagues feel knowledgeable and confident having those conversations,” says Palmer.

Nationwide by the Numbers

Founded 1846
The World’s Largest Building Society

18,000+ Colleagues
Across Call Centres, the Branch Network & Beyond

15 Million+ Members
A Relationship with 1 in 4 UK Households