Operating Model & Customer Outcomes Project One helps financial services organisations redesign and deliver operating models that improve control, reduce cost and enable better customer outcomes. We focus on aligning business, technology and change delivery to create scalable, efficient operations to support digital-first services, stronger governance and improved customer experience. These case studies show how we translate operating model design into tangible outcomes, from platform modernisation to embedding new ways of working at scale.
Regulatory & Business Critical Programmes Financial institutions are under constant pressure to deliver regulatory and business-critical programmes at pace, often within complex, high-risk environments. We provide the delivery leadership needed to bring these programmes under control, aligning stakeholders, strengthening governance and ensuring outcomes are achieved within time, cost and regulatory expectations. These case studies demonstrate how we stabilise and deliver high-priority programmes, from regulatory change to large-scale transformation initiatives.
Delivered a cloud-first IT transformation, establishing a new operating model and strategic partner to modernise and stabilise services. Reduced risk, strengthened security, and enabled a clear, prioritised roadmap for a more efficient, future-ready IT function.
Defined and delivered a digital-first Target Operating Model, transforming customer experience through new processes, platform integration. Increased market share, reduced operating costs, and enabled seamless, efficient digital interactions for customers.
Transformed supplier risk into a strategic strength by embedding a robust SRM framework, cleansing contract data and upskilling contract owners. Increased visibility, strengthened governance, and enabled proactive management of critical supplier relationships.
Led the design of an EU-wide Open Banking solution, aligning legal, compliance, business and technology teams through strong governance. Enabled secure, scalable and fully compliant third-party access in line with evolving regulatory requirements.
Established a clear, scalable change operating model and governance to bring control to a fragmented portfolio. Increased leadership visibility, reduced risk, and enabled more effective, prioritised delivery of change.
Reset and successfully embedded Consumer Duty through decisive programme leadership, aligning stakeholders and delivering across all workstreams at pace. Closed audit findings, resolved Board misalignment, and drove lasting cultural adoption across ~2,000 colleagues.
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real change • real difference
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