NATWEST
Protecting customers ’ intimate and personal data It ’ s unsurprising that a core element of Pillar ’ s role is security , with his team members doing everything in their power to ensure customers ’ accounts are not compromised . That ’ s why NatWest employs a cohort of ethical hackers who constantly explore its technology systems to identify weaknesses that could be exploited in the wrong hands . By doing this , a system and even thirdparty ’ s security , safety and resilience is better ensured , and it enables NatWest to keep ahead of emerging malicious actions .
“ Everybody understands the role of security ,” Pillar begins , “ and it ’ s so easy to get an email from a provider where you just click on a link and give over your details . So , for us , it ’ s also about how we correspond with our customers as we need to be very mindful of trust . Customers may question whether it ’ s really us that ’ s trying to reach out or another scam that ’ s going around . We ’ re unable to do so unless we have that awareness internally about how these things are evolving .”
“ It ’ s a constant battle , which is why we have these ethical hackers inside our organisation that can help us and inform us about new trends that are happening .”
Enriching NatWest ’ s depth and breadth of expertise Whether protecting a customer ’ s personal data or facilitating banking on the go , technology underpins NatWest ’ s modernday operations . But for Pillar , who spent a large portion of his career in retail , a key
“ Without our partners , we wouldn ’ t be able to operate at the scale we do or keep pace ”
JOHN PILLAR DISTINGUISHED ENGINEER AND HEAD OF PAYMENTS ENGINEERING & ENVIRONMENTS , NATWEST
focus is ensuring it goes beyond security , enabling an enhanced and competitive experience for the customer and making its services easy to use .
“ Although we have purely digital channels – so , ensuring we have the best mobile experience – I think the same applies to the branch network and the physical pieces ,” Pillar explains . “ It caters for the entire array of normal uses , but also supports people with disabilities , whether it be dyslexia or they need different kinds of interaction without a keyboard .
To ensure the best experience , NatWest leverages the expertise not only within its own organisation , but that of its partners . The company is firm in its belief that it cannot be an expert across all areas , and forms partnerships with other businesses across a variety of its operations – including payments – to ensure it has the broadest knowledge base possible for the benefit of its clientele . Partners include a variety of vendors , third parties and consultancy firms , allowing NatWest to have a betterrounded , holistic view of the industry .
202 July 2024