In collaboration with a major retail bank, Optima designed and built out their customer engagement strategy and embedded new ways of working within a re-imagined process. We also completed a strategic review of the Group Marketing Division, the recommendations of which will be taken forward into 2026 and beyond.
Context:
The bank was struggling to unlock the full potential of its investment in comms technology, with previous partners applying a generic, one-size-fits-all approach that failed to deliver results.
Optima took a different path – challenging assumptions and focusing on the unique dynamics of the Irish market to drive real value.
Outcome:
Renewed confidence in platform ROI
Greater alignment between technology, operations, and experience design
Clear roadmap for scalable, market-relevant transformation
Strategic assessment of long-term strategy and advising CMO on future org design and efficiency drives
What we delivered:
Strategic diagnosis of underperformance and ROI blockers
Tactical plan to unlock technology potential in the Irish banking market context
Engagement to design a new experience-led comms operating model
Blueprint for end-to-end customer operations transformation – a future-fit and efficiency-driven way of operating that reduces their cost base by 15%
Testimonial:
“This is exactly what we need, we’ve been waiting for this kind of piece of work for ages! With other consultancies they just deliver a piece of work and then it goes nowhere, whereas, I can see exactly what results and outcomes have been driven at each stage.”
— Head of Customer Engagement, Large Retail Bank
