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

About the Founder