GoTyme Bank chief executive officer Cheslyn Jacobs believes customers should not have to pay a premium to access their money immediately, challenging conventional approaches to banking fees and payment speeds.
In an interview with BizCommunity recently, the publication asked: GoTyme Bank has experienced rapid growth since entering the market. What does this growth reveal about changing customer expectations, and how do you ensure that the bank continues to innovate as it scales?
“In our view, South Africans are ready for a different kind of banking relationship. Customers increasingly expect banking to be simple, transparent, affordable and available when and where they need it. They are also less willing to accept unnecessary fees, complicated processes or delays simply because these have traditionally been part of banking,” Cheslyn Jacobs, CEO of GoTymeBank.
“Our responsibility is to preserve the challenger mindset that enabled our growth in the first place. Scale should improve the customer experience, not make the organisation slower or more complex. We remain focused on listening to customers, using data to understand how they bank, and investing in their teams and in innovations that solve real problems.”
Jacobs adds, “Innovation, for us, is not about introducing technology for its own sake. It is about making banking easier, more accessible and really, more beautiful. As we grow, we’ll continue to test every decision against a simple question: does this deliver banking as it should be for the customer?”
