8NOVEMBER 2024OPINIONIN MYO'Brien's formal Masters and Banking Executive Education coupled with an innate business sense, complements and helps propel this efficient, energetic and successful Bank forward. In 2022 under John's multi-channel leadership and oversight the Bank has undergone significant digital transformation recently which has focused on digitising most of its products and service suite offering. PTSB Bank focuses on fusing the digital and the physical of how we work to ensure customers and colleagues can interact seamlessly across our channels. Our journey continues as we look at new ways and new initiatives to deliver greater customer flexibility and centricity to self-serve at a time and place of their choosing.Through this article O'Brien discusses the evolution of digital banking and its impact on customer experience and banking operations.At a time where our iPhones have become indispensable, the way customers connect with banks continues to evolve. The acceleration of continuous digital improvements and change has replaced the days of waiting in long queues to perform remedial and routine tasks, which can now be self-served by the immediacy and convenience of digital banking. This evolution has provided customers with complete control over their finances, that enables them to check their account balances, transfer funds, pay bills, apply for loans, to even opening a current account for a new DIGITAL BANKING IN THE PALM OF YOUR HANDBy John O'Brien, Head of Digital & Direct Banking, PTSBJohn O'Brien has over 24 years' experience across the banking industry. He joined PTSB Bank in February 2000 and gradually worked his way across Retail and now leads the Digital and Direct Division. John has held a number of senior management roles across Retail which covered Strategy, Managing Business Growth, Digital Transformation, E-Solutions, Robotics, Credit, Audit & Risk, Product and Proposition Development, Commercial Revenue, Acquisition, Marketing, Stakeholder Management, Investigation, Negotiation, Private Banking, Retail Sales and Service Distribution.John O'BrienOPINIONIN MY
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