Transformed End-to-End Businesses to Create Global Operating Model for Global Asset Manager

Challenge

A global asset manager was experiencing an inconsistent delivery model and an overly complex operational platform causing declining customer satisfaction.

The company needed to drive an end-to-end transformation to institutionalize design thinking and create a single, consistent global operating model.

Approach

• Leveraged Lean principles to create journey maps for primary client segments, identifying pain-points and drilling down to root-cause
• Leveraged qualitative interviews and quantitative data analysis to pinpoint key areas of inefficiency within the user journeys
• Ran global set of future state design workshops targeted at building a market-leading client experience
• Used future state blueprint to carve out targeted improvements