New branch design rollout for Coventry Building Society

Coventry Building Society (CBS) has revealed plans for a branch redesign programme that goes against the tide of branch closures being pursued by many of its banking rivals.

The brand is seeking to create more spacious, community-focused, relaxed and friendly environments at its branches, and to put an emphasis on human interaction.

Allen International, part of Accenture Group, has designed the new format, which has been rolled out to seven branches so far. Updated sites include those in Leicester City Centre and Corporation Street in Birmingham. More branches are set to follow.

“Whilst other banks and building societies are closing branches at an alarming rate, we’re investing heavily in our network. Our multimillion-pound investment will ensure that we continue to meet the needs of our members and the local communities in which we serve,” says CBS chief executive officer Mark Parsons.

“However, rest assured, our focus for our 70-strong network will continue to be people, with technology there to help provide the human touch, not replace it. Branches matter to savers, and we want to encourage more people to save more for their futures by continuing to offer great value over the long term.”

Allen International design director James White says the new branch format is driven by CBS’s ‘Members First’ culture.

“The design is radically different to what they have today in that it removes the traditional teller counters and replaces them with open service points that allow the CBS staff to better serve and deliver a more personal, human service (and cash) whilst being more accessible to their members,” says White.

 “The new design has also allowed us to open the experience and create spaces that cater to a range of open, semi private and private conversation. The customer can now choose whichever is most comfortable and appropriate to their needs.”

New technology introduced at the refurbished branches allows more accurate communication of information such as interest rates for savings, along with new features such as a comparison tool that encourages customers to compare CBS to its competitors.

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