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

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.