Nordea wins international digital customer experience award

09-05-2025

Nordea was awarded a prize for the “Best Private Bank in the Nordics for Digital Customer Experience” by Financial Times’ PWM Wealth Tech Awards.

“In 2024, we saw improvements in customer satisfaction metrics across all markets, driven in part by digital proactive relationship management and the deployment of new digital services. Digital engagement in our savings and investments area rose by 39% from 2023 to 2024. On average, our customers log in to our mobile app at least once a day, highlighting how we’ve become an essential part of their daily lives,” says Head of Digital Wealth, Johan Borg.

The digital wealth team are not resting on their laurels as they will continue to expand and improve the range of digital experiences. For Private Banking, the strategy is to continue to deliver seamless omnichannel advice journeys, and tailored wealth experiences across channels.

Balancing complexity with simple user experience

“The biggest challenge in digital wealth management is balancing the complexity of savings and investments with a simple, intuitive digital user experience. We address this by continuously staying close to our customers –leveraging data insights, collaborating closely with our advisors, and conducting user testing before launching new features,” says Johan Borg.

In 2024, Nordea was named the best private bank in the Nordics for a second consecutive year.

The judging panel noted that Nordea's engagement with clients across the region is improving, following the digital enhancements it has added to its apps. Playing a more central role in customers' lives is part of the bank's philosophy, and the increased digital dialogue between advisers and clients shows Nordea is moving in the right direction."

The jury’s motivation

About PWM Wealth Tech Awards

Published by the Financial Times, Professional Wealth Management (PWM) specialises in analysing the growth strategies of private banks and the regional financial centres in which they operate. PWM carries the latest analysis of private banks, wealth managers and regional financial centres, along with in-depth reporting on asset allocation, the fast moving regulatory agenda, digital operations and technology, with input from a broad range of thought leaders.

PWM's Wealth Tech Awards highlight companies and products that use technology to enhance client experience, streamline operations, and improve investment outcomes. A panel of experts in wealth management, technology, and finance judges the awards.

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