Customer Journey, e-Documentation, Workflow, Pricing, Subscription
Retail Bank Transformation Program
The 2020 Digital Transformation Program spawned the creation or the update of critical online services for corporate clients. For customer satisfaction and process integration between Front and Middle Offices, digitization of documents emerged as critical to improving customer value, covering use cases such as online onboarding, KYC fact-checking, loans customer journeys, MIFID2 risk/client profile.
Identified uses cases, documents required and end-user, Drafted documentation architecture on the web platform and overall workflow, Prioritized digitization of documents and customer journeys to reduce process frictions on physical Front and Middle Offices and improve cost-effectiveness.
Program realignment on the guiding rules that only “well-defined use cases and streamlined customer journeys are a candidate for digitization.”, Use Case prioritization, The first draft of architecture and workflow.