David Crawford is the Customer Goal Lead, Effortless Payments for the Retail arm of NatWest Group covering brands such as NatWest, Royal Bank of Scotland and Ulster Bank. His key responsibilities are to ensure the various payment journeys offered by the bank provide the convenience, security, control and value expected by customers, in one the most rapidly changing, dynamic and highly competitive areas of financial services. David has a strong affiliation to the Royal Bank of Scotland having followed in the footsteps of his father, joining the bank as a teller in 1990. His first 10 years involved working in various frontline roles providing a deep understanding of customer service and its importance in Banking. Since then David has worked in a broad range of operational and programme leadership roles supporting the development and deployment of significant product and data related transformation programmes. More recently David has led a number of Product teams initially in Savings, where he helped simplify the range from over 40 products to just 5, gained the first ever 5 Star Fairbanking Award and launched a new children’s proposition ‘First Saver’ with Pigby, and latterly the Personal Current Account team again leading the simplification of the range, gained the first ever RNIB Accreditation for a financial product and launched the new NatWest / RBS Reward range of accounts offering cashback on a range of household bills.