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Modernisation Partner for a Building Society: Enabling Growth and Enhancing the Customer Experience

Industry

Building Society

Capability

N/A

The Outcome

Following an initial phase on activity, Woodhurst has helped the Society to:

processes mapped
0
customer journeys developed
0
requirements identified
0
distinct customer personas defined
0

The Challenge

We supported a Building Society throughout a transformation journey to support ambitious growth in its Mortgage and Savings books. Their technology stack needed modernisation, as customers faced long wait times and limited online channels, while colleagues struggled with inefficient workflows. Without a comprehensive understanding of end-to-end processes, the mutuality needed a clear path to streamline both customer and colleague experiences.

How Woodhurst Helped

  • Customer Journey and Process Mapping: We collaborated with stakeholders to map out key touchpoints, visualising pain points and providing recommendations to areas of improvement across customer and colleague experiences.
  • Identification of Key Pain Points: We documented critical inefficiencies across processes, revealing targeted opportunities for immediate improvement.
  • Vision and Strategy Workshops: We worked collaboratively with the leadership team to define a forward-looking vision for growth and modernisation, ensuring a unified approach.
  • Detailed Modernisation Requirements: We translated pain points and areas for improvement into prioritised business and IT requirements, forming a comprehensive roadmap to enable seamless transformation.

The Outcome

  • Woodhurst identified clear opportunities to unlock quick wins and long-term improvements, positioning the Society for sustained growth.
  • Outlined key areas of modernisation within the existing architecture, empowering both colleague and customer experiences through advanced digital channels and streamlined workflows.
  • Our collaboration helped secure leadership buy-in, ensuring alignment and strong support across the organisation for their transformation journey. As a result, the Building Society is now equipped to drive enhanced customer satisfaction and operational efficiency while meeting its growth ambitions.

“This partnership allowed us to own our transformation while bringing the extra capacity and capability to our internal change team to de-risk critical aspects of the programme, such as selecting the right technology and bringing members and colleagues along on the journey.”

CEO of Building Society

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