EMEA International Generic Bank (IGB)

The client is one of the key player in EMEA region's consumer lending field, owning almost 25% of market share. Lately competitors started to catch up with their digital presence and pumping out features faster than our client. To regain dominance in the digital lending space, our client embarks on a new phase of digital transformation with the key aims:

to upskill their digital talent by either acquiring new experienced hires or to train and coach existing workforce in their three digital labs;
to shorten time to market by 1 week for every 4 week long deployment cycle;
to increase customer satisfaction and experience by eliminating as much critical errors and failures from the digital surfaces as possible.

Previous engagement history

We already worked with this client for 2 years over 3 major engagements:

Agile transformation, 6 months, built 3 new digital labs from scratch and launched the new mobile store experience in 3 countries, captured ~50 million EUR revenue over a single quarter on total cost of 15 million EUR.
Break-out business analysis, 2 months, where we partnered to ideate and validate feasiblity of 3 new product families to be introduced in the mass consumer segment with 2 of them spawning new digital labs owning delivery (kid's accounts with debit cards and affiliate products).
Advanced analytics, 3 months, created a new digital lab focusing solely on customized upsell hooks to existing customers on all sales channels (branch, web, mobile) and increased a 3% conversion rate to 5% after one additional month of fine-tuning the model.

Current challenges

Over the last year, their digital labs seems exhausted, as delivery of new features slipped past internal deadlines by a margin of weeks to a month. Root cause analysis is our first step in this new engagement.

Tracks

As the initial client problems break down to three paths, we will run this engagement on three tracks too:

Upskilling or hiring
Deployment cycle speed-up
Customer satisfaction