The challenge
Private banking operational excellence spanned Europe and Asia-Pacific, with project objectives around customer retention, satisfaction, employee retention and asset growth. Improvement needed to connect operational processes with the experiences of customers and employees. The assignment formed part of the consulting delivery partner Business Consulting Services’ Operations Strategy work.
The contribution
Jeroen deployed operational excellence across the private banking organisation. He supported Net Promoter Score and Voice of Customer work to identify improvement projects, connecting customer listening with process priorities. The contribution combined improvement deployment with attention to the customer outcomes the project portfolio was intended to support.
The documented result
The work delivered operational-excellence deployment and customer-listening support across the stated regional scope. A verified numerical change in retention, satisfaction or assets was not separately reported. Those areas are described as project objectives rather than achieved metrics.
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