The scale up initiative of a corporate bank that required European expansion with a new mobile payment proposition fast!
The situation
Running one online banking product was relatively easy and done successfully for several years, but now there were 5 products to start and evolve in 4 countries all at the same time, an organization growing from 40 to 250 people in only 1,5 year’s time, a agile transformation program to transform the organization, 10 scrum teams consisting of people of fixed contracts, freelancers, service partners and limited budget. Ultimately to enable customers to make their own financial decisions with confidence.
Trying to achieve the big growth ambitions and differentiating client proposition, with everyone running at the same time resulted in a slow-moving vehicle. This lead to disappointments in time to market, not so happy teams and not the numbers of clients we were aiming for.
What did we do?
We learned while doing, using all management theories available, from big room planning sessions, backlog of the Agile approach as well as scale-up governance models, product roadmapping, OKR’s, KPI’s, customer journey mapping…and all these technics helped but in the end change is about people. We have learned that it is a process where you use tooling, but also start reflecting and learning together as a community. No more top down orders and control, but taking ownership and doing it together.
The results
For us it took 1,5 year – 6 Q’s and 39 sprints – to come to a point where a solid process supported the growth of the organization. Employee surveys showed that the strategy was clear, well understood and supported. Employees were taking ownership and knew what to do. Resulting in more than 500k clients, 150 new customers a day, conversion rates of >50% and client reviews being >4,5 stars in the app store and an NPS of +23.
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