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

• 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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