Achieve double-digit portfolio growth through significantly reducing customer lead times and improving the customer experience through digital transformation.

• Lending lead times significantly longer than peer group, restraining customer conversion and growth rates
• NPS was last in the major market and outside the top 10 in digital only market

“Reimagine the end-to-end customer journey and business value stream”

• Understood current state service blueprint: front stage customer journey and back stage value stream
• Defined target state service blueprint to achieve desired performance outcomes
• Rapidly designed and delivered solutions to realize target state (e.g. 10x improvement in auto-decisioning rate)

“28% portfolio growth within 6 months”

• 94% reduction in deal lead time
• 60% increase in customer conversion
• 164-point improvement in NPS to #1 in market

New end-to-end process reduced annual operating expenses by $35m and materially improved operating risk

16-week initiative resulting in permanent cross-functional Customer Experience team investment to drive continuous innovation and transformation.