Certificate in Retail & Digital Banking

About the Programme

The banking sector is facing an unprecedented level of change from digital disruption, changing customer expectations and new ways to do banking.

This is having a huge impact on banking revenue, market share and on how banks are structured and staffed.

Even though innovation is seen as vitally important to incumbent banks, many banking organisations admit to being unprepared.

Registrations for this course are open all-year-round.

This programme addresses these issues. It makes sense of the changes affecting the industry and customers’ new expectations. It will give front-line staff the knowledge they need of:

  • the financial services environment
  • regulatory requirements
  • retail banking products and services
  • the principles of customer service excellence
  • the influence of digital technology on all of these areas.

The learning content will prepare the new digital banker to work in a changing industry and achieve better outcomes for their business, their customers and themselves.

Who is the Programme for?

  • Frontline customer adviser staff
  • New staff to retail banking either as junior, graduate or higher apprenticeship entrants
  • Staff who lead teams or are moving into a management role
  • Experienced retail banking staff looking to gain a better understanding of digital transformation to enable them to be more effective in their role


The study approach will be highly flexible and interactive with all learning material available online and delivered in topics. Students will learn through a blend of learning resources including core text material, videos, animations and webinars that suit different learning styles.  Students will reinforce their learning through a range of examples, mini-case studies, and activities – including in-topic activities and end of topic knowledge self-test questions.

The Programme

Indicative Content

  • What banks do and how they make money
  • Banking customers: expectations, segments, and the influence of digital
  • Retail banking products: deposits, loans, savings, investments and insurance
  • Customer acquisition: influences, channels, marketing, social, the basis of competition and new players
  • Customer onboarding: processes, due diligence, role of advice and guidance
  • Serving customers: channels, service models, payments and money transfer, supporting vulnerable customers, and digital 7
  • How banks use data: analytics, product development, recommendations, spotting customers in financial difficulty
  • Customer protection: regulation, conduct, ethics and GDPR
  • Cyber security
  • Digital transformation: new players, new technology
  • Qualification specification

    For additional information about this course please read the qualification specification.