NatWest appoints Harsh Agarwal to lead Customer Experience

By Divya Shah

NatWest Group has appointed Harsh Agarwal as Managing Director, Customer Experience & Engagement, joining the Retail Banking leadership team as the bank advances its customer-focused growth strategy. 

In the newly expanded role, Agarwal will oversee customer propositions, segment strategy, and digital experience capabilities across the Retail Banking division. He will be responsible for simplifying customer journeys across NatWest’s mobile app, digital channels, products, and services, with the aim of making money management easier and more intuitive for customers. 

Solange Chamberlain, CEO of Retail Banking at NatWest Group, said Agarwal’s experience in leveraging customer insights and digital innovation would support the bank’s efforts to deliver more personalised banking experiences and deepen customer relationships. 

Agarwal brings extensive experience in consumer-facing digital transformation and customer engagement. He joins NatWest from IKEA, where he most recently served as Global Chief Omnichannel Officer, leading the development of integrated customer experiences across digital and physical channels.

During his tenure at IKEA, he also held senior leadership roles, including Global Chief Product Officer and Vice President of Product Management, Fulfilment Domain. 

Prior to IKEA, Agarwal spent six years at Target, holding leadership positions across product management, engineering, eCommerce, and fulfilment functions. 

“The opportunity to make a meaningful difference for millions of customers through the strength of the NatWest brand is what drew me to the role,” said Harsh Agarwal, MD of Customer Experience & Engagement.

The appointment reflects NatWest’s continued focus on enhancing digital banking experiences and strengthening customer engagement as competition among retail banks increasingly centres on experience-led innovation and personalised services.