Bernard’s appointment is a significant development for Nationwide, marking a key step in its efforts to offer mutual business banking on a large scale. With a reputation for prioritising customer service in retail banking, Nationwide is eager to bring that same focus to businesses. Bernard, who has held senior roles at Barclays and Sainsbury’s, is expected to help the building society expand its business banking strategy and capitalise on the potential of its Virgin Money acquisition.
A Stellar Career in Financial Services
Before taking on this new role, Bernard served as Head of Business Banking at Barclays UK, where she oversaw the bank’s business banking strategy, growth, and profitability. Her leadership played a pivotal role in shaping Barclays’ business banking division. Bernard’s experience also spans senior positions at Sainsbury’s Bank, including Deputy CEO, and a pivotal role as Director of Customer Experience at Sainsbury’s Supermarkets.
Bernard’s deep understanding of both customer service and business banking was one of the key factors in her appointment. As Dame Debbie Crosbie DBE, Nationwide’s Group CEO, noted, Bernard’s expertise and customer-first mentality were crucial in her selection.
“Hannah’s commercial acumen, customer-first approach and experience means we can quickly bring the benefits of mutuality at scale to business banking for the first time in the UK.” Crosbie said, highlighting Nationwide’s ambition to create a distinct and customer-oriented business banking service.
The new Group Director of Business Banking also brings a strong commitment to supporting women in business. In 2024, Bernard was appointed co-chair of the UK Government’s Invest in Women Taskforce, which works to address the funding gap for female entrepreneurs. This initiative underscores Bernard’s broader interest in driving inclusivity and innovation within the financial sector.
Nationwide’s Business Banking Ambitions
Nationwide’s push into business banking follows its acquisition of Virgin Money in 2024, making it the first large-scale mutual to offer such services. The aim is to build on the success of its retail banking division, offering businesses across the UK the same level of customer service that Nationwide’s millions of personal customers have come to expect.
Bernard herself has expressed enthusiasm about the opportunity to work with Nationwide, recognising the organisation’s strong brand and reputation for excellent customer service. “Nationwide is one of the strongest brands in the UK and its customer service is industry leading. I’m looking forward to combining these strengths into a strategy for business banking that is distinctive in the UK,” she said.
Nationwide’s entry into the business banking sector marks a significant shift in the UK’s financial services landscape. With Bernard’s leadership, the company is set to offer a customer-centric, mutual model of business banking, aiming to challenge the dominance of larger commercial banks while providing tailored services to businesses of all sizes.
