Maturity of customer data: N26

Digital Reinvention Community
Q+
25/01/2023 Interview
Gilles BianRosa N26 Chief Product Officer

Gilles BianRosa is Chief Product Officer at N26. He tells Qorus and Wavestone how they utilize data in order to enhance their customer experience.

In your opinion, how does the use of data and the personalization of offers and paths respond to development or loyalty issues for your organization? What transformation does this evolution presuppose?

When N26 was founded in 2013, the banking industry was one that was lacking in digitization, innovation, and also personalization. N26 was designed to change this by offering 100% digital banking that was intuitive, simple, personalized and tailored to customers’ financial needs. With customer-centricity as our guiding principle, we have welcomed over 7 million customers across 24 markets to date. 

Personalization takes many forms in our product, including:

A range of free and paid premium subscription tiers offering different types of features and benefits

The ability to create fully personalized Spaces subaccounts, each with their own savings targets and timelines

Features that let the customer program automatic rules to set aside money, that help make money management and saving both effortless and automatic 

Functionality that makes it possible to control one’s security and account settings in-app at any time, to set and adjust limits to withdrawals, card usage, overseas spending and more. 

Personalization allows us to give customers both the control and the freedom to bank their way, which results in improved rates of satisfaction, engagement and adoption. 

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