Challenge
Our client, a retail trading company, was facing declining revenues, an increasing cost base, and was struggling to differentiate itself in an increasingly competitive market. The businesses had ambitious revenue and customer growth targets. It was looking for support to review its strategic ambition, redesign its business model and ensure its operating model was set up to support scaling, while also retaining adequate levels of control. This required an end-to-end enterprise-wide programme to transform the client into a data-driven and customer-centric business.
Approach
Our team developed a complex multi-year transformation program, leveraging the expertise of an integrated, cross-functional delivery team with specialists from Strategy, Operational & Regulatory Risk, Technology, Data, People & Change, Finance Transformation and Tax.
We supported the client to articulate a clear strategic ambition and designed a differentiated, customer-centric business model. Tailored to target future customer types, this focussed on ‘making customers better traders’.
The data-driven model enabled hyper-personalisation of the customer journey, significantly improving the experience and the relevance of the value proposition, while a scalable and agile technology architecture was implemented to simplify the historic monolithic, technology system.
Our team worked with the client to design and implement a single global operating model to support the new business model, while addressing gaps in governance to meet regulatory obligations.
At the same time, we improved margins through a sharper focus on the cost-base and closer alignment to an agile business approach.
Benefits
We aligned the client leadership team around one clear strategy, enabling them to focus on driving growth, and designed a market-leading and differentiated value proposition.
We supported the client to develop and launch a proprietary trading platform with a core data infrastructure. In addition, we developed a detailed proposition roadmap for the next three years to enable the continued development of innovative products that build competitive advantage.
The client also benefited from a refined cost base and a redesigned operating model that eliminated functional siloes and aligned business goals at a global level.