Q&A: Payit by NatWest’s Lynsey Hunt on continuous learning and role models

Lynsey Hunt, head of Payit Product at NatWest, was Highly Commended in the Women in Open Banking Woman of the Year – UK & Europe category at the Open Banking Expo Awards 2024. In this Q&A, she discusses the lessons learned from developing and launching Payit by NatWest, and her approach to leadership.

1. What is your role at NatWest?

I’m head of Payit Product at NatWest. We were the first high street bank to launch a PISP platform, which has now evolved into an established Open Banking ecosystem.

My team develop the customer proposition for payments and data, targeting mid to large corporate businesses. We work closely with our internal development teams to deliver our roadmap.

2. What are some of the biggest lessons you’ve learned from creating, developing and launching Payit by NatWest?

I’ve learnt so much. The biggest lessons for me are:

• It’s more than just technology – in line with their use case, customers need support with the implementation plan and in shaping their journey, as well as ongoing help with driving adoption once it’s live.
• Customer journey can drive significant differences in usage – things like providing visual clues, positioning at checkout, signposting benefits, and calling it by what it does e.g. Pay by Bank.
• Continuous discovery is vital – over the four and a half years since we’ve been live we’ve continuously explored opportunities and developments, some of which have yet to go live, but exploring and testing those ideas with customers is key to thinking forward.

3. How would you describe your approach to leadership?

Lynsey Hunt, head of Payit product at NatWest

I stand for fostering a culture of collaboration, optimism and being there for my team. I have an instrumental and authentic leadership style, I’m pragmatic and I do my best to support the team to achieve our shared goals.

For my legacy, I would like to be known for being a transformational leader, driving the team towards a pioneering vision and changing the world bit by bit for the better.

On a day-by-day basis however, I thrive on tackling a little bit of chaos, together with my strong team.

4. Why is ongoing staff development so vital, and what does this look like at NatWest?

One of NatWest’s core pillars is ‘Learning’, alongside driving a culture of experimentation. Colleagues are encouraged to continuously learn and try new things – whether that’s new ways of working, new tools or new ideas.

Technology advancements are moving so fast and it’s important we adapt and evolve but, as well as that, it keeps our jobs and lives interesting.

5. How important are role models in encouraging the next generation of women in Open Banking and payments?

I feel it’s really important and I’ve had other female colleagues tell me that it’s an inspiration to see a female in a leadership position and not be afraid to adopt a flexible working pattern to support a young family.

My (male ) boss recruited me when I was six months pregnant, knowing full well I would have fewer than 100 days in my new role before taking maternity leave. I’ll be forever thankful to him for giving me one of the greatest opportunities of my career so far.

Further reading: Salad Money makes Payit by NatWest available via online portal