A global asset manager wanted to re-imagine and digitize the onboarding and service experience for its clients. The company needed alignment to ensure success after previous initiatives by internal project teams had not produced desired results due to a lack of clarity on the client experience.
The SSA & Company team facilitated workshops with stakeholders to identify key pain points in the current-state client experience, developed a target future-state journey map, and conducted an agile training session for employees, overseeing the first 4-week sprint to develop digital document submission capability. We leveraged journey mapping and Design Thinking to transform the customer experience, architected the Target Operating Model, including people, process, technology, & governance to support the new client journey, and defined a new, ‘value-first’ client journey to drive engagement.
Drove 50% improvement in customer satisfaction
Drove 50% improvement in customer satisfaction
A global insurance corporation experienced an SME growth opportunity but faced profitability challenges due to patchwork systems and processes and poorly curated underwriting data.
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A healthcare service provider faced customer attrition due to poor quality of the customer experience and misalignment between organizational stakeholders.
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A global insurance corporation needed to drive an end-to-end transformation to institutionalize design thinking and create a single, consistent global operating model.
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