The client had previously engaged a ‘big 4’ consultancy to define a customer lifecycle strategy, but turning that vision into a practical, scalable solution required more specialised expertise.

We established a Design Authority (DA) to lead the development of a robust Target Operating Model (TOM) for the client’s KYC operations, with the goal of transitioning to automation-enabled ‘Perpetual KYC’.

A Design Authority is a crucial cross-functional committee that guides major programmes from start to finish. It brings together key experts from all areas impacted by the programme—Operations, Compliance, Risk, Technology, Legal, and Sales—to ensure that every business and technical decision is both correct and fit for purpose. For this client, the DA not only provided ongoing assurance but also advised on critical aspects such as security, risk management, delivery methods, testing approaches, implementation strategies, and long-term maintenance.

Throughout the project, the DA ensured the solution remained aligned with the programme’s core principles and delivered an operating model that reduced costs, improved customer experience, and embedded best-in-class compliance practices.

By using agile methodologies and continuously aligning the project with the original design principles, we helped the client move beyond manual, unsustainable processes and towards a scalable, efficient KYC operation.