NatWest Taps Former IKEA Executive to Lead Customer Experience

NatWest Group, a UK-focused lender serving more than 20 million customers, is sharpening its retail banking strategy as competition increasingly centers on mobile services and personalized digital journeys. The bank says it reaches one in three UK families, giving improvements to its customer interfaces broad relevance. Recruiting an executive from outside financial services signals an effort to combine consumer insight, digital innovation and commercial strategy using expertise developed at major global retailers.

NatWest Group said on Sept. 11, 2026, it appointed Harsh Agarwal as Managing Director, Customer Experience & Engagement, adding him to its Retail Banking leadership team. Agarwal spent nearly seven years at IKEA, serving as Chief Product Officer and, more recently, Chief Omnichannel Officer, after six years at Target. He will oversee propositions, segment strategy and digital experience capabilities spanning NatWest’s mobile app, digital journeys, products and services. The bank did not disclose his remuneration.