The Private Bank Experience Strategy
We began a bold, inside-out strategy to drive organisational change with a relentless focus on the needs of the client — a business transformation programme with design at its core, one that involved working quickly with rapid prototyping and constant leadership engagement throughout the process.
Symposiums exposed Citi to progressive thinking both within finance and beyond, and a series of workshops and co-creation exercises helped build internal alignment around the growth opportunities for Private Banking.
“We had an agreement from the start of the project that if 8 weren’t making me feel uncomfortable then they weren’t doing their job. They definitely did their job! They pushed us to where we needed to be, and together we have converted strategy and ideas into radical growth and change, not just for our clients but for the business as a whole.”
Tim Tate, Head of Customer Experience, Citi Private Bank