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