CHANGING CUSTOMERS’ NEEDS AS A REASON FOR BACK OFFICE REORGANISATION

What is the role of the back office in creating the right banking solutions for the customers?

Back Office plays a significant role in constantly improving the customer journeys and thereby the banking solution and processes. The tendency is to empower Back Office employees to take more responsibility for the customers as most of the customer experiences are created in back office through the different customer touch points in the implemented value chain.

What are the benefits of shifting from a process-driven quality assurance model to a customer outcome framework?

The benefit is to cater for the pains of the customers – not too much or too little. Customer outcome framework ensures a common vision, roadmap and prioritization across the organization as the customer journey goes across several units / Silos in the Bank.

What are the biggest challenges of customers’ changing needs, and how do they influence back-office processes?

The biggest challenge of customers changing needs is definitely “frequency”. The Bank need to be able to change faster than before in regard to small incremental improvements. This will most likely call for another organizational structure in Back Office.