A top-five European universal bank
Reduction in cost-to-serve
New digital products launched
New digital customers acquired
Challenge
The bank faced accelerating customer attrition to digital-native challengers, with legacy core-banking systems constraining the speed of product innovation and driving operating costs 40% above industry benchmarks.
Approach
We designed an end-to-end digital transformation roadmap spanning 18 months, replacing monolithic systems with a cloud-native microservices architecture. We established a digital factory with cross-functional squads, introduced advanced analytics for real-time credit decisioning, and redesigned the mobile-first customer journey across retail and SME segments.
Impact
The bank launched 12 new digital products in the first year, reduced cost-to-serve by 35%, and reversed customer attrition with a net-positive acquisition trend for the first time in four years.