NOVO BANCO
“ And it ' s hard because the understanding
of customer needs , jobs to be done , what makes a great experience for customers ; all of that requires competencies that are not traditionally in banking . It requires a mindset shift that is at times hard for banking managers and employees .
“ That is not specific to banking – I think a lot of the incumbent industries have that kind of issue . But it ' s something we are constantly struggling with and investing in . And we find ourselves getting completely surprised about how some customers pick up on some things .”
Nurturing a new mindset towards customer-led banking isn ’ t easy - but it is the future , says Dias . “ Embracing curiosity about what really matters to customers is on one hand really hard – but once you have embraced it , you find it ’ s really interesting and fulfilling . It ' s about shaping the solution towards customer experience and benefits – it ' s one of the aspects that is talked about in a high level manner , but when you go down into the weeds it is really hard . However , it is also one aspect that we are finding particularly fulfilling .”
JOAO DIAS
TITLE : CHIEF DIGITAL OFFICER INDUSTRY : BANKING LOCATION : LISBON AREA , PORTUGAL
As the Chief Digital Officer of
NOVO BANCO since 2018 , João is the orchestrator of the Digital Transformation of the bank , working in coordination with all departments across the bank , to transform the way customers are served and the way to work for the digital world . João is also Non-Executive Board Member at Best Bank in Portugal , and previously was a Partner in Digital McKinsey in Cologne and a leader of the Digital Services practice for 17 years . Throughout his career , he focused on transforming businesses , operations and technology in financial institutions across Europe .
“ At NOVO BANCO we are working through a roadmap to transform the top customer journeys – from home buying to financing small businesses and SMEs ”
JOAO DIAS CHIEF DIGITAL OFFICER , NOVO BANCO
EXECUTIVE BIO