"Barclays is charting a decisive U-turn on the high street, with plans to open new branches across the country and reinstate the once-familiar 'bank manager' job title."
"Rather than trying to outpace them on technology alone, Maru is placing his chips on a blend of slick digital services and genuine, in-person support."
"Barclays customers, he insisted, would not find themselves trapped in an endless loop with a chatbot when they needed real help."
"The new branches will sit alongside the shared banking hubs operated through the Post Office, rather than replace them."
Barclays is reversing its branch closure strategy, planning to expand its network beyond 206 locations. Vim Maru, leading Barclays UK since 2024, halted previous closures and aims to blend digital services with in-person support. This approach addresses competition from digital-only banks like Revolut and Wise. Maru emphasized the importance of human customer service over automated systems. Barclays will also reintroduce traditional job titles, allowing customers to interact with bank managers. The new branches will complement existing shared banking hubs at Post Offices.
Read at Business Matters
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