Establishing market distinction and legendary customer experiences in business banking

  • Map & Transform Customer Experiences
  • Create Breakthrough New Products & Services
  • Build Business Models & Brands Articulate Growth Strategies
  • Enable Change Management & Innovation Implementation

Developed a new service model, segmentation and new value proposition to take an already successful global business banking unit to the next level. Through detailed JTBD analysis & journey mapping, insight and strategic foresight, created a clear vision of the future and roadmap of offerings to guide continued growth in order to impact business growth and customer satisfaction.

  • Customer experience mapping with key Moments of Truth prioritization
  • 5 year roadmap of program offering
  • Commercial viability to determine impact on bottom line
  • Change management rollout plan

Goosebumps Moment:

Realizing that the customer’s relationship with the bank often works conversely with the needs of their business ebbs and flows.

The Team established a laser-focused articulation of the problem and successfully engaged all key stakeholders across the organization to work collaboratively to develop a new value proposition, segmentation and way of working while upholding a strong and positive culture.

AVP Strategic Initiatives, TD Bank