Challenge
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.
Approach
- Facilitated workshop with stakeholders to identify key pain points in the current-state client experience
- Developed future-state Journey map and required tech for customer onboarding and ongoing management
- Trained internal teams on applying Agile methods in delivery with coaching for the first 4-week sprint to develop digital document submission capability
- Leveraged journey mapping and Design Thinking to transform the internal stakeholder interactions and handoffs
Results
Aligned the organization to drive 50% improvement in customer satisfaction
Architected Target Operating Model, including people, process, technology, & governance to support new client journey
Delivered a new, ‘value-first’ client journey to drive engagement