Customer Experience & Performance Improvement

Client needs to reduce costs that had expanded amidst higher growth period

Partnered with executive leadership team to drive operating model transformation and cost reduction. Workstreams included productivity enhancements, spans & layers, offshoring and sales effectiveness. Internal and external benchmarking informed target setting. Facilitated prioritization workshops and identified material cost reduction.

Bank was lacking clear customer target and compelling value proposition

Counseled Customer Experience, Marketing and Digital leadership to create a robust go-to-market strategy anchored in target customer needs. Provided competitive benchmarking framework and insights. Defined customer-based measures for success and value proposition components grounded in customer research.

Bank was seeking to improve omni-channel experience leveraging digital advancements

Led improvements in customer-facing processes and interactions in consumer lending and deposit businesses. Gathered customer feedback and mapped current vs. proposed journeys. Identified levers to increase digital usage and adoption for service and sales. Created customer feedback loops to front-line associates.