{"version":"1.0","type":"rich","provider_name":"Acast","provider_url":"https://acast.com","height":250,"width":700,"html":"<iframe src=\"https://embed.acast.com/$/6788c4b6bc4d37e16f4d6ae3/6788c4cb02606f460c05c8a1?\" frameBorder=\"0\" width=\"700\" height=\"250\"></iframe>","title":"054: Alex Chesterfield on behavioural change at NatWest Group","description":"<p><a href='https://www.linkedin.com/in/alexandra-chesterfield-9443a311/'>Alex</a> is Head of Behavioural Risk at NatWest Group  where she and her team develop innovative data-led ways to reduce the risk of poor outcomes for the bank, and customers, resulting from behavioural root causes.<br/><br/>She has also just regained her student card; as of September she started a part-time PhD at The London School of Economics!<br/><br/>She is also the author of the highly acclaimed <a href='https://www.amazon.co.uk/Poles-Apart-Ali-Goldsworthy-ebook/dp/B085RC6F98/ref=sr_1_2?keywords=poles+apart+book&amp;qid=1666800871&amp;qu=eyJxc2MiOiIyLjM5IiwicXNhIjoiMS40NSIsInFzcCI6IjEuMzcifQ%3D%3D&amp;sprefix=poles+apart%2Caps%2C87&amp;sr=8-2'>‘Poles Apart: Why People Turn Against Each Other, and How to Bring Them Together’</a>, clearly a book for our times.<br/><br/><b>Show notes</b></p><ul><li>Alex’s interest in tribalism, partisanship and a polarised, divided society</li><li>Pre-empting poor outcomes – prevention is better than cure</li><li>Social identity in the bank: what is driving behaviours and mindsets?</li><li>How are targets and goals designed?</li><li>How information is presented to customers (e.g. payment journeys) influences how they make decisions</li><li>Negative outcomes, fundamental attribution errors, complex systems and unintended harm</li><li>Customer behaviour online vs bricks and mortar</li><li>Perceptions of Alex’s team in the bank</li><li>Promoting shared goals and identity to get buy-in</li><li>How do we use behavioural science to create better customer experiences?</li><li>Designing better workplaces and customer journey environments so that behavioural change happens naturally </li></ul>","author_name":"A LOAD OF BS ON SPORT"}