NatWest Strengthens Retail Banking Leadership with Three Senior Appointments

WHY THIS MATTERS: This restructuring of NatWest’s Retail Banking Executive team represents a critical defensive and offensive play by a major incumbent against both neo-banks and specialized wealth providers. The appointments signal an explicit, segment-focused shift away from generic retail operations toward two distinct, high-growth priority areas: optimizing the digital front-end for its 19 million core customers and aggressively pursuing the mass affluent strategy. By appointing an MD specifically for Premier with aggressive targets—to reach 1 million customers and treble investment accounts—NatWest is formally elevating its battle for higher-margin deposits and investment relationships. Furthermore, bringing in leadership with experience from Marcus UK underscores the bank’s recognition that to compete on ‘Everyday Banking,’ it must deliver scalable, simple digital experiences. This is an incumbent bank weaponizing its scale by infusing it with specialist, challenger-bank DNA to secure future revenue growth.

NatWest announces it is strengthening its Retail Banking Executive team with three new appointments. The new roles will join Solange Chamberlain, CEO, Retail Banking’s leadership team to deliver on the bank’s growth ambitions to be the first choice in the moments that matter – helping families and young people to save, invest and build strong finances for the future. 

Commenting on the appointments, Solange Chamberlain, CEO Retail Banking, NatWest, said: “I am delighted to announce the appointments of Tamara van den Ban, Des McDaid and Judith Cruickshank to further strengthen our management team as we grow our business. It’s an exciting time for NatWest as we support our customers’ evolving needs and their combined experience and leadership will help us to help even more customers and deepen our engagement with them.  

“Together, Tamara, Des and Judith, will help us continue to transform Retail Banking and Premier, supporting our youth, families and affluent customers to make real progress with their financial ambitions.” 

Tamara van den Ban appointed Premier Managing Director 

Tamara van den Ban will join NatWest from Lloyd’s Banking Group where she is currently Customer & Commercial Director. Prior to that, Tamara held senior roles at Standard Chartered Bank, HSBC, and ING across Asia and Europe.   

Tamara brings deep experience in serving retail and wealth customers and will join the bank as Premier Managing Director in the summer. Tamara will run the full end to end Premier business, including responsibility for the customer experience and business outcomes. The bank has set out clear ambitions for Premier and Tamara will lead the strategy to grow Premier to 1 million customers and treble the number of Retail customers investing with NatWest.

Tamara van den Ban, said: “I’m proud to be joining NatWest, the bank has a clear ambition for its customers, and I’m looking forward to working with colleagues to help deliver on that vision. I am excited to lead a customer led business, which has a tremendous opportunity to strengthen how we support our customers’ financial goals and to shape a Premier offering that meets their needs today and in the future.”  

Des McDaid appointed Director of Everyday Banking

Des McDaid joins NatWest as its Director of Everyday Banking, effective from 10 March 2026. This new role will help deliver the bank’s strategy for growth and build an improved experience across the products and services the Retail bank’s 19 million customers use every day. Everyday Banking is at the heart of NatWest’s ambition to provide seamless, customer-centric experiences across a range of key service and payment journeys, such as current accounts and savings.  

Des has over 35 years of experience in banking and joins NatWest from Goldman Sachs where he was Managing Director of Marcus UK. Prior to this, Des has held a number of senior retail banking roles, including companies such as TSB, Paragon Group, and ING Direct. 

Commenting on his appointment, Des McDaid, said: “Creating initiatives that simplify and make life easier for customers is a big priority for the bank, and I’m looking forward to bringing these to life – helping to strengthen trust, support long-term financial wellbeing, and drive innovation.” 

Judith Cruickshank appointed Chief Operating Officer, Retail Banking

Judith Cruickshank has been appointed Chief Operating Officer (COO) for Retail Banking, having started in the role on 1 January 2026. 

Judith brings extensive customer and leadership experience from across the bank, most recently serving as Regional Managing Director for Scotland, Commercial Mid Market, within Commercial & Institutional Banking. Judith has also held senior roles within Retail and prior to joining the bank, has 14 years of experience in technical and commercial roles in Asia, Middle East and Europe.  

Her appointment strengthens the operational leadership of Retail Banking, supporting NatWest’s ambition to build resilient, customer‑focused services across all channels. Judith will also retain her role as Chair, Scotland Board for the bank.

Judith Cruickshank, COO Retail Banking NatWest, said: “I’m thrilled to take on this role and to work with our teams across Retail to deliver our strategy and create simpler, more intuitive ways for customers to manage their money for today and for the future. Retail Banking underpins so much of the support we provide to young adults, families, and communities, and I look forward to helping shape the next phase of our transformation.” 

At its Retail Bank Investor Spotlight in November, the bank included a deeper dive on the growth potential of its Retail business, and more information can be found here.  

FF NEWS TAKE: These appointments confirm NatWest’s serious intent to deliver on the aggressive goals set out in its investor spotlight. The key indicator of success will be whether Tamara van den Ban and Des McDaid can rapidly integrate their external experience and execute on NatWest’s core ambition of seamless, customer-centric banking. The needle moves here not just with strategy, but with operational delivery. We must monitor the bank’s progress on its Premier growth figures and observe how effectively the new COO, Judith Cruickshank, can streamline the complex operational foundation necessary to support these ambitious digital and wealth initiatives.

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