Customer Engagement & Product Delivery Capability

Business Challenge

The Retail Bank was expanding its multi-tier customer loyalty programme to encourage stronger customer engagement, influence spending and saving behaviours, and create long-term value across its retail banking products. While the first level of the programme had been launched, the remaining phases required stronger delivery momentum, greater cross-functional coordination and improved alignment between business priorities, technology and customer experience.

Archer Approach

Joined the Product team to accelerate the delivery of Levels 2, 3 and 4 of the loyalty programme, working closely with product specialists, business stakeholders, technology teams and an international rewards platform provider.

Coordinated backlog prioritisation, feature delivery and complex system integrations across multiple banking platforms, ensuring reward calculations, customer benefits and loyalty information remained accurate and consistent across every customer touchpoint.

Alongside programme delivery, focused on strengthening the team's capability by establishing clearer delivery rhythms, reinforcing Agile practices and reconnecting the team with the customer value behind every release.

Organisational Impact
Accelerated delivery of a multi-level customer loyalty programme valued at approximately £4 million (ZAR90Million).

Strengthened collaboration between Retail Banking, Technology and third-party delivery partners.
Improved delivery predictability through clearer prioritisation and stronger Agile practices.

Enhanced the bank's ability to influence customer engagement through progressively richer loyalty capabilities.

Re-established a motivated, customer-focused delivery team with greater ownership and accountability.

Capability Legacy

The programme strengthened both the organisation's customer engagement capability and the delivery capability of the product team. Beyond delivering new functionality, it established stronger collaboration, greater delivery maturity and a scalable platform capable of supporting future customer loyalty innovation across the Retail Bank.

Capability Strengthened

Customer Engagement & Product Delivery Capability