Banking Uncovered Episode 15: Delivering customer excellence - why relationship banking still matters in a digital world

Westpac’s digital banking strategy has significantly enhanced customer experience, with its mobile app achieving an NPS of 21.7 - one of its best scores to date. With over 5 million customers banking online every month, the app is central to the bank’s vision of offering a seamless, full-service digital experience for customers who choose it. Recent innovations, including enhanced fraud detection, real-time security alerts, and expanded self-service functionality, empower customers with greater control over their banking.   

At the same time, Westpac remains committed to in-person banking, recognising the vital role branches and face-to-face interactions play. With over 500 branches nationwide, Westpac continues to invest in its physical network, ensuring customers have access to expert advice, personalised support and essential banking services. A focus on service culture, deeper customer engagement, and strategic investments in regional banking have strengthened trust and advocacy among customers.  

In this episode of Banking Uncovered, Chloe James, speaks to Jason Yetton, Chief Executive, Consumer at Westpac. They discuss his leadership journey, the role of banks in economic empowerment, and Westpac’s ongoing transformation to better serve customers. Jason shares how the bank has strengthened its commitment to regional Australia, pausing branch closures and investing in digital accessibility to ensure customers in remote areas receive the same level of service. He also emphasises the importance of trust, innovation, and a strong risk culture in delivering long-term value for both customers and employees.  

Topics discussed include:   

• Jason’s leadership approach: His motivation as a leader, how his leadership style has evolved, and the role of culture in building high-performing teams.  
• The power of culture at Westpac: How a strong, purpose-driven culture drives customer experience, employee engagement, and business success. 
• Improving customer satisfaction: The strategies behind Westpac’s rising consumer MFI NPS.  
• The future of bank branches: Jason shares insights on the evolving role of branches, their importance in community banking, and how co-location strategies help sustain physical banking access. 
• Enhancing customer experience in key financial moments: How Westpac supports customers during critical life events, such as fraud prevention, home loan settlements, and financial hardships. 
• The role of relationship managers: How Westpac’s personalised approach to banking, particularly in regional areas, strengthens customer trust and loyalty.