Shawbrook puts agility and customer experience at heart of growth agenda

Customer Experience
  • Organisational changes create two new business units: Consumer and Enterprise
  • Changes underline the Bank’s focus on customer experience and importance of maintaining agility in fast-changing environment
  • Company accelerates investment in digital products and applications with creation of new ExCo-level role

Shawbrook has announced changes to its organisational structure and executive leadership team as the Bank prepares for continued fast growth in 2022 and beyond.

Celebrating its 10th anniversary in 2021, the organisation has consistently innovated and is now providing specialist savings and lending products into 16 vertical markets, serving 300,000 customers.  At the end of September 2021 the bank reported annualised loan book growth of 24% to £8.4bn.   


Commenting on Shawbrook’s ability to find new and adjacent markets for its specialist products, Marcelino Castrillo, CEO, says:

“How we live, work and connect with each other and the world around us is rapidly changing. Combining flexible technology with our deep customer and market expertise gives us the agility to address these changes and to unlock the new opportunities they create.

The changes we have made will enable us to bring new products to market faster, create new ways for customers to interact with us and develop best in class service for our brokers and partners.”


To remain fully connected to its customers and to ensure its continued ability to identify and meet their new and evolving needs, Shawbrook has created two new business units:

Consumer incorporates all personal customers and products, including both savings and lending, and is managed by Paul Went, a long-standing member of the bank’s leadership team who joined Shawbrook in 2014.  Continuing to develop Shawbrook’s unique approach to creating embedded finance partnerships and building on its leading digital marketplace proposition will be key areas of focus.

Enterprise incorporates all business and property customers, products and operations and is led by Neil Rudge, a member of the bank’s leadership team since 2018, supported by Emma Cox who will hold responsibility for the performance of the property offering, including customers, distribution and proposition. Leveraging the distribution and customer experience enhancements of our technology programmes, new proposition development and strengthening existing customer and broker relationships will be key priorities. 

In addition, Sue Saville takes the role of Customer Service & Experience Director with a remit to put customer experience at the heart of Shawbrook’s offering.

As part of these organisational changes, John Eastgate and Julian Hynd will leave Shawbrook Bank after making a considerable contribution to the business over recent years.  

A new senior role has also been created to take on responsibility for the development of new digital products and applications.  This role is cited as being critical to the organisation as it continues to accelerate its investment in technology to deliver best in class customer experiences, following the recent announcement of a drive to recruit 100 new technology roles including  Product & Customer Experience designers, Cloud & Data engineers, and Developers by the end of 2022.