The customer experience is the biggest priority to the Cooperative Bank, according to grad.
The Cooperative Bank is one of the UK's largest banks. According to one graduate on their Banking Leadership Scheme, the bank focuses on making the customer experience their top priority.
Benedict James joined the Cooperative Bank after studying Accounting & Maths at the University of Newcastle. His first rotation on the scheme made the bank's target clear.
"After a general induction with all the other graduates I went straight into a placement in the branch network," he says. "I was offered some flexibility in terms of location and the experience immediately gave me an appreciation of what matters most to the business-the customer experience."
Benedict says the work in-branch has helped him appreciate the relationship across different parts of the bank.
"I performed simple transactions in the branch with the goal of gaining some customer insight, understanding what really matters to our front-line staff and how they view Head Office and what is cascaded down to them."
The Banking Leadership Scheme rotates graduates through different departments to build an understanding of how different areas of the business work together for the customer.
"I've recently been looking at the account opening process which touches other areas such as Digital, Branch, Telephony, Distribution and Operations," Benedict says.
"This has helped me to improve my understanding of how the Bank works as a whole and has also given me the opportunity to improve my credibility when engaging with stakeholders."
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