A shift to customer centred culture?

A shift to customer centred culture?

Is HSBC committing to a new customer-centred culture in the UK? Or moving people sideways? New group chief executive George Elhedery continues the HSBC reshuffle by planning to replace UK chief executive Ian Stuart. The bank announced that Stuart will be stepping aside but will take on a new role of group customer and culture director on the bank's operating committee. A lifelong banker, Stuart began work at 16 as a bank branch cashier, and earned a diploma in management attending night school at the University of Reading. He worked for Barclays and NatWest Group before joining HSBC a little over a decade ago, taking responsibility for the bank's 15 million UK customers as head of the retail bank in 2017. In a statement the HSBC group chief executive George Elhedery said: "In his new position Ian will consistently challenge the group operating committee in shaping the culture, ensuring that the voice of the customer informs every decision and action we take."