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.