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July 7 2025

How Is OakNorth Creating a Unified Customer Experience? | OakNorth’s Senior Director of Marketing Hugo Oliveira Sousa

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Hugo Oliveira Sousa, Senior Director of Marketing at OakNorth Bank, explains how the bank manages control while outsourcing smartly to enhance customer experience. They build their app and customer-facing features in-house to maintain high standards but rely on established external technologies for things like card processing to keep costs down.

A standout feature of OakNorth is its focus on a unified customer experience. While many traditional banks have separate silos for loans, business accounts, and investments, OakNorth combines everything into one data platform. This gives a complete view of each customer’s banking relationships.

This connected strategy helps OakNorth provide better, tailored products and services, leading to smoother and more valuable customer interactions.

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Hugo Oliveira Sousa

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