Say hello to Richard Chataway
Director of Behavioural Science
A highly experienced consultant, trainer, speaker and writer on behavioural science in business, especially communications and technology.
Richard is one of the most experienced behavioural science practitioners in the UK. He has worked in senior strategic roles for government in Australia and the UK, and with clients including HSBC, Atos, Southern Water, UBS, Coca-Cola and Natwest Group – and conducted training for call-centre personnel, marketing directors, sales teams, creatives, and everything in between. Richard is a frequent conference speaker, author of the book ‘The Behaviour Business’, and a former board member of the Association for Business Psychology, the industry body that is the home and voice of business psychology in the UK.
Consulting experience
Developed COGNITION audits, a behavioural science led approach for optimising customer comms, successfully applied for GoBeyond clients including:
A major UK savings bank, delivering 11% efficiency savings by incorporating behavioural ‘nudges’ into customer conversations via the telephony channel, through the creation of new scripts, resources and training;
A credit card provider, delivering 54% click-to-action growth by optimising the online user experience.
A banking client, where through co-creation workshops, communications optimisation, and training, the client achieved a 10% uplift in online channel shift.
Managed delivery of a major transport sector project with the objective of reducing passenger-caused delays – including ethnographic research and facilitating co-creation workshops with key stakeholders and railway staff teams – for piloting throughout the railway network.
Led communications strategy for the contracted media agency for Australian Federal Government, and previously worked as an in-house communications consultant for UK Government, across multiple departments (including Health, Defence and Climate Change).
Led delivery of a program of behavioural interventions and training for a leading global investment bank, aimed at increasing assets under management from female clients. Initial pilots delivered a 15% increase in book revenue.
Management experience
Led the BVA Nudge Unit UK business, with overall responsibility for project delivery and a team of consultants in the UK market, growing the business by over 25% each year.
Founder of Communication Science Group (CSG), and former global head of the behavioural consultancy Ogilvy Change (part of the Ogilvy communications network).