INTELLIGENT CUSTOMER EXPERIENCE

Creating a simple strategy to help UK consumers get the most out of their current account

Bacs

Context

In 2013, the Current Account Switch Service (CASS) was launched to provide consumers with a simple way to move between providers.

As end user needs evolve, Bacs set a vision to foster competition by empowering customers in the current account market. This necessitated a strategic vision and way of working to ensure it continued to serve all of its stakeholders.

Challenge

The ongoing requirement of the CASS team is to continue to maintain service integrity within an evolving market, and to continue delivering value that goes beyond simple switching volumes. Manifesto worked with the CASS team to understand their longer-term vision (2020) and create a detailed roadmap to ensure successful delivery of this vision.

Manifesto is our preferred innovation partner. They have a proven track record of driving strategy and actionable, high impact delivery, maintaining a collaborative approach throughout. Their work on the Current Account Switch Service has delivered momentum and alignment over its long-term vision and future.

David Piper
Account Switching Services Manager
New Payments Systems Operator

Solution

A clear customer-led vision, aligned to the strategic business pillars of the wider Bacs strategy.

Stakeholder engagement to align the Executive Committee around the direction of travel, understand roles and responsibilities and drive a wider market agenda of building CASS’ presence.

Our product plan focused on meeting regulatory requirements, engaging stakeholders, and prioritising opportunities based on customer and commercial validation.

Outcomes

An energised client team with clarity on the longer-term vision and requirements for product development.

Aligned the Executive Committee around a new way of working.

An actionable plan that was built in collaboration with the internal team and wider community to ensure successful deployment over the next three years.

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