The retail bank challenges

Cost-saving activities leave no room for differentiation;  functional divisions have disparate objectives.

My response:
Embed consistent customer-based outcomes in all scorecards. Win-over sceptical stakeholders with proof of concept.  Establish cross-functional, accountable forums.

The result:
Increased customer scores; reduced failure demand.  Less duplication of effort.  Better and more consistent cross-channel experiences.

The reaction:
They said:  “Jerry can mobilise people and lead improvements across a large corporate company by selling the vision, engaging the right people and working with all levels to deliver results”