CORPORATE BANKING NEW SERVICE MODEL

Industry

Financial Services / Banking

Client

Leading Multinational Bank

Corporate B2B Banking

Challenge

How can we redesign our service model in order to increase commercial time and trigger growth?

Methods

Business Design

Design Thinking

Ethnographic Research

Corporate Empathy

  Project in a Nutshell

Led by the Corporate Banking Group

Stakeholders included

- 3 Business Units

- 2 Risk Units

- 2 Support Functions

Corporate Empathy - 41 Interviews

Customer Interviews - 4 Segments

2 Phases

Phase 1 - Discover - 100 Days

Phase 2 - Design - 100 Days

 New customer archetypes

 Analytical validation

 Business Transformation

The new business design included elements related to:

1. Relationship Models

2. Credits Approach

3. Transactional Banking

4. Document Management

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