Simon Separghan

Head of Customer Contact RBS

Simon Separghan is Head of Customer Contact for RBS and is responsible for the strategy, execution and delivery of Customer experience across a multi brand portfolio of RBS, Ulster Bank and NatWest. From high volume traditional Voice through to Social Media and the growing omni channel capability, Simon leads a team helping thousands of Colleagues make a difference by building emotional engagement in a digitally savvy world through cultural, proposition and performance transformation Prior to this Simon was at Barclays as MD, Global Contact and Digital Channels and Global Contact Transformation Director where Simon transformed the virtual capability and re-engineered the operating and process models to create a competitive advantage, developing Messaging and Biometrics capabilities and launching Europe’s first On-Demand Video Banking. Having worked with some of the worlds most recognised brands, Simon has been relentless around creating a culture of care and ownership in organisations globally; recognising that in the moment, empathy, knowledge and disruptive technology is key to driving the best customer experience. This culture has reaped real rewards; as NPS has grown by over 50 points and colleague engagement has risen by 15% globally.