Re-imagine the product and service experiences for customers, bankers and advisors to drive customer retention and revenue growth.

• Increase customer retention by 40%, uplifting fee income $100m p.a.

• Activate customer experience team to sustain and improve results in line with evolving customer expectations

“Simple, Valuable and Easy to Use”

• Mapped and measured current state experience and performance

• Defined experience strategy, target service design, digital roadmap and event-based marketing campaign

• Developed prioritized solution backlog, mobilized cross-functional team and activated design and delivery flow, prototyping and scaling solutions to achieve the objectives and key results

“$285M annualized revenue growth delivered from target state deployment”

• Introduced new Customer Engagement Model and Digital Advice Platform

• Increased retention over 50% in target customer segment

• Uplifted digital experience (service quality) rating by 78%

• Established Service Experience Hub, tracking to deliver over $1Bn of value

Achieved annual breakthrough goal within 9 months, driving decision to scale Customer Journey Lap to form the bank’s first Service Line “Experience Hub”