The delivery challenge in Financial Services Financial Services organisations are balancing Consumer Duty maturity, operational resilience requirements, accelerating digital transformation, and legacy modernisation, all under sustained cost and risk pressure. Regulation has shifted. It is no longer enough to design compliant frameworks anymore, organisations must now demonstrate outcomes, evidence effectiveness and embed change into day-to-day operations. At the same time, firms are operating in a landscape that demands both growth and control, with regulators pushing for greater competitiveness while maintaining strong expectations around stability, governance and consumer protection. Operational resilience is now firmly in force and organisations must prove they can maintain critical services within defined tolerances, not just plan for disruption. Technology, data and AI are central to how organisations deliver change, manage risk and demonstrate regulatory credibility.
Evolving market dynamics
Financial Services organisations are also navigating significant shifts in customer behaviour, competition and market structure: Digital demand vs financial inclusion Retail customers expect seamless, digital-first experiences powered by apps, AI and cloud. At the same time, regulators and consumer groups are pushing for financial inclusion of elderly and vulnerable customers, creating tension, particularly for traditional banks with physical networks. Growth of open banking and platform competition Open Banking is accelerating competition from fintechs, enabling more personalised, data-driven services and faster, lower-cost payment alternatives. This is driving a shift from banks as product providers to platform-based business models. Increased customer price sensitivity Sustained high interest rates have made customers more engaged and willing to switch providers, increasing pressure on banks to innovate, differentiate and retain customers through better experience and value.
Key realities: Regulation is outcome-based, not intent-based
Transformation must deliver value, not just compliance Control frameworks must enable speed, not slow it down Technology and data underpin both delivery and regulation.
“I wanted to share how brilliant Project One has been to work with and what incredible value they added, from setting up new frameworks and processes, initiating critical programmes, supporting multiple teams with change and transformation expertise, op models, commercial frameworks and lots more.” Director Financial Services
These shifts are not just strategic, they are placing unprecedented pressure on how change is delivered.
2
3
real change • real difference
Made with FlippingBook interactive PDF creator