Shawbrook appoints Craig McPheat as Head of Experience Design


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Shawbrook’s focus on customer experience and technology investments attracts top digital talent with the hiring of Craig McPheat, it was announced today.

Craig joins Shawbrook Bank as Head of Experience Design, bringing a wealth of knowledge in product, service and innovation design.

With a background working across several well-known financial services brands including NatWest, Sainsburys Bank and Tesco Bank, Craig brings both hands-on practitioner experience as well as strategic management expertise.

At Shawbrook, Craig will lead a team of designers, thinkers and makers to create exceptional experiences for customers using the bank’s digital products and channels.

The appointment further underlines Shawbrook’s focus on embedding customer-centricity and design within the organisation as it responds to rapidly changing customer demands and expectations.

Craig McPheat, Head of Experience Design at Shawbrook Bank, comments: 

“The world beyond finance has been disrupted in recent years. Never has it been more important to understand the individual needs, issues and expectations of our customers in the environment we serve.

Shawbrook has made awesome strides in delivering products that recognise a customer’s individual circumstances and requirements, whether as an individual or a business, and in recognising how technology can help solve their problems.

But we’re only getting started and I’m thrilled to join at this exciting time – building delightful, accessible and easy to use services for our customers by embracing real business agility, flow, and critical thinking in our product development.”

Craig’s hire comes after Shawbrook recently announced its plans to hire at least 100 new roles by the end of 2022 across a variety of technology and data-related roles including product & customer experience designers, cloud and data engineers, and developers.

The bank continues to regularly launch new digital products and services, including ‘MyShawbrook Buy-to-Let’, a new online portal which streamlines the entire application process for its brokers and customers, as well as collaborations with other innovative organisations such as FundingXchange.

Marcelino Castrillo, Chief Executive Officer comments:

“We continue to rapidly deliver new products and services into the market, building great customer experiences in-house and collaborating with fantastic partners by leveraging the digital connectivity we have enabled.

It’s this pace of innovation and delivery that’s helping us to attract some of the best talent in the industry, and Craig joining us at this time is another great example.”

Stuart Doignie, Head of Fintech Strategy & Commercialisation comments: 

“Customers choose Shawbrook for our ability to understand their circumstances and to provide them with the finance they need – quickly and seamlessly.

Technology and data play a significant role in that, but it’s our focus on simply creating brilliant customer experiences that makes the difference and is what helps us attract great talent into the organisation.

People of Craig’s calibre and experience are in high demand, not least in the wider fintech arena, so I’m delighted he’s chosen to join us and the journey we’re on to redefine what a specialist bank can be.”