How Is OakNorth Rebuilding Banking From the Inside Out? | OakNorth’s Senior Director of Marketing Hugo Oliveira Sousa

Hugo Oliveira Sousa, Senior Director of Marketing at OakNorth Bank, talks about a common issue in banking: the gap between a sleek front-end experience and outdated back-end processes. He shares his own frustrating experience trying to remortgage with a major bank’s fintech brand. While the app looked great, the process was bogged down by red tape, with numerous calls and paperwork. To tackle this, OakNorth has built its own data platform that connects customer information across savings, business banking, and lending. This setup gives their teams a complete view of customers—whether they're individuals or business owners. Hugo wants customers to feel recognized without having to repeat themselves. He knows OakNorth is still working towards a fully unified experience, but the groundwork is there. He believes understanding customers as whole people is crucial for standing out in a tough market.