Service Innovation in Retail Banking

Using emerging technology to develop new service delivery models.


The client, one of the UK’s leading high street banks, provides a comprehensive portfolio of retail, wholesale banking and insurance services. It serves some 16m customers.

As the mobile phone developed into a ubiquitous computing platform, the bank announced plans to introduce mobile banking services to its retail customers. With little experience of the technology, the bank needed a change professional to design and manage the programme to translate the customer proposition into a public service.

The Work

Appointed programme manager to work with the mobile banking proposition team. The work involved:

  • Designing the development approach to be responsive to the emerging customer needs, and technology and to comply with the disciplines of retail banking.
  • Leading the creation of story boards to depict the customer experience of the service. Behaviour patens of the target market, technology early adopters, guided the process.
  • Leading the delivery teams.
  • Acting as the bridge between the Bank’s customer and technology teams, managing the expectations of key stakeholders.
  • Supporting the bank rescue an affinity partner’s work stream, securing the launch date of the service.

The Benefits

The client was one of the first UK banks to provide a comprehensive mobile banking service, delivering on its commitments to customers and shareholders. The service was popular with the chosen market sector, and guided development of the next generation of services.

Work Categories