NatWest appoints Chief Customer Officer, revamps marketing structure

NatWest has appointed a new Chief Customer & Operating Officer, following HSBC in adding a customer-focused role to the C-suite.

James Holian took on the newly created role from 1 October. In the position he will drive the bank’s customer agenda, working with its three customer franchises and central expert functional teams to support customer success.

NatWest said a new structure will also see the central marketing function (amongst other expert teams) reporting directly to the CEO. It did not respond to a request for comment on where the current CMO role would sit within this framework.

Holian, who has been at NatWest for over five years, moves from the position of Managing Director for Business Banking & International Retail. He previously worked at RBS and McKinsey.

The move comes after HSBC appointed its UK CMO to the additional position of Chief Customer Officer back in June.