Operational Improvements - Cost and Customer Experience

Approach and Results 

Partnering with the executive leadership team, the project team helped to drive an operating model transformation and cost reduction.  Workstreams included GenAI productivity enhancements, spans & layers assessment,  offshoring and sales effectiveness.   Internal and external benchmarking provided insights for appropriate target setting.   Facilitated workshops with key leaders to prioritized opportunities to hit goals.   Identified 12% cost reduction.  

Counseled Customer Experience, Marketing and Digital leadership to create a robust go-to-market strategy anchored in target customer needs. Shared research ideas and data analysis recommendations to enhance understanding of customer segments and their needs. Provided competitive benchmarking framework and insights. Advised on strengths and opportunities in customer offering. Defined customer-based measures for success. Scripted the components of value proposition for priority segments, grounded in customer research.  

Led improvements in customer-facing processes and interactions in consumer lending and deposit businesses. The team gathered customer feedback and worked with front line associates to map the existing and proposed new customer journeys.  The team identified levers to increase digital usage and adoption for both service and sales of bank products.   Created customer feedback loops to front-line associates.   Resulted in business improving to top quartile CX performance vs. peers