NEWS1 December 2022

NatWest insight exec joins Bain & Company

B2B Finance News People UK

UK – Paul Smith, director of customer insight and marketing data at NatWest, has left the bank to join NPSx, a digital venture from management consulting business Bain & Company.

Bain & Company, inventor of the Net Promoter Score and Net Promoter System, launched the NPSx business earlier this year. It focuses on customer experience (CX) training and certification.

Courses cover areas including CX and and Net Promoter Score, customer insights and analytics, customer economics and CX design.

In the new role, Edinburgh-based Smith will lead global marketing for the business.

Smith has been director of customer insight and marketing data at NatWest, part of the RBS Group, since 2018. Prior to that, he led customer insight at RBS Group. NatWest has not yet appointed a successor to Smith. 

When NPSx launched in July, Stanford Swinton, executive vice-president and founder, said: “We want to enable practitioners and organisations to stay ahead of competition and drive growth through customer and employee advocacy. Our courses help companies build a purpose-led culture, set the right corporate standards and develop the most capable customer experience leaders in the industry.”