Putting the customer back at the heart of a global finance business.

We led a customer experience transformation programme that resulted in over 10% growth in Net Promoter Score.

The Challenge

Our client was a global provider of banking, insurance, life assurance, savings, investments, wealth and asset management services. They came to recognise the need and associated benefits of becoming more customer centric.

The Group had a vision of what would be required to become their customers' most trusted partner; the challenge that PEN was asked to assist with was to define it more clearly and then deliver it.

Our Approach

We advised the Global Customer Board and embedded ourselves within the business in a lead Group customer capacity for 36 months in total.

In that time, we established a plan for rolling out the customer strategy and how the overarching objectives could be translated into operational reality.

Our skills and experience meant we could provide subject matter expertise and assist business units with planning and delivering multiple projects to drive customer centric improvements and to transform the culture.

We mobilised the projects and secured management commitment to the plans, while supporting local executives to embed the changes. 

The Outcome

The programme achieved improved customer experience and advocacy, resulting in greater than 10% growth in Net Promoter Scores and Net Effort Scores alongside colleague engagement, across the group.

In one business unit the Net Promoter Score moved from +15% to +51% and has since been sustained above +50%.