Global Head of Conversational Banking
Nathan is the Global Head of Conversational Banking, for HSBC’s Wealth & Personal Banking (WPB) division. He is responsible for building and deploying conversational AI solutions, coupled with human intelligence and empathy, to transform the way customers interact with the bank. Through these solutions, customer service and sales support is provided by virtual agents and 1,000+ frontline staff. Since joining HSBC in 2016, Nathan was previously responsible for driving strategic change for WPB customer channels, and specifically the key enabling role played by contact centres to support mobile-centric banking. Prior to joining HSBC, Nathan was a Management Consultant specialising in delivering strategic transformation for Financial Services clients. Nathan holds a BSc. in Economics and Management from the University of Bristol.
In a world that’s becoming increasingly automated, HSBC chose to welcome more personal customer contact instead of less. Although providing trusted, top-quality service for millions of customers...