The programme began with a deep dive immersion workshop to understand the existing programme and get under the skin of the bank. We then conducted depth interviews with key stakeholders, from the COO to senior bankers to front line staff, around the globe.
These findings fed into recommendations for a completely new questionnaire that met the needs of key stakeholders, bankers and most importantly the bank’s clients themselves. Due to the importance of the programme the recommendations for the programme were debriefed to the CEO, who ultimately had the final say.