Developing and Operationalizing a new Customer-Centric Experience for one of the Big Five Canadian Banks
01
The Mission
Level5 worked with one of Canada’s Big Five banks to inform, design, and operationalize a net new customer experience for their customers.
02
The
Challenge
By focusing on one of the highest revenue driving products in the portfolio, Level5 helped design and operationalize the experience to deliver the enterprise’s newly established Brand Promise and drive NPS. Prior to this phase of work, Level5 developed a differentiated Brand Strategy to guide experience design, the future-state of this portfolio, and its delivery over the next strategic horizon.
03
The
Approach
The approach began with quantitative BrandMap™ consumer research and an environmental analysis to inform a differentiated Brand Strategy and Portfolio Architecture. This strategic foundation informed the development of experience guardrails and principles, which enabled us to design experiences to uniquely deliver on the most important emotional and rational needs of consumers. We worked with cross-functional teams to gain support, identify and prioritize Initiatives, and develop a CX Roadmap. Level5 then helped operationalize everything by aligning the team to a program governance and measurement approach.
04
The
Outcome
Key Knowledge Transfers:
A new customer experience was designed to deliver on rational and emotional needs in key moments of truth across the journey. A clear roadmap of quick-win and long-term initiatives was developed, with metrics and governance established to ensure the success and sustainability of the program.
