Context
A US credit union undertaking a customer-centric transformation and efficiency improvement project.
Objective
Update the customer, product and organisational models to reflect the specific needs of a credit union.
Role
Lead of 360 Federal Credit Union’s customer-centric transformation and efficiency programme.
Approach
- Customer-centric business model and organisational development.
- Product model and product factory.
- Sales effectiveness, incentives and performance management.
- Customer analytics.