A top 10 UK clothing and footwear digital retailer with a Home proposition sought to revolutionize their credit platform and explore the possibility of building their own. Their existing credit business was not aligned with market standards and faced regulatory challenges, particularly regarding 28-day statement cycles. Additionally, the client aimed to deliver a credit proposition that supports their retail strategy, enables data-led customer acquisition, and provides flexibility for future innovative growth opportunities.

I was hired as a Senior external consultant. The objectives were to deliver a cost-effective market standard credit proposition, launch new flexible product offerings with improved customer experiences, and create a foundation for future innovation and expansion.

• Adopted a design thinking approach and formed a team consisting of a Lead Consultant, Business Architect, Enterprise Architect, Business Analyst, and Programme Manager.
• Leveraged a digitally native platform with account management, originations, decision engine, KYC, AML, collections, and payments capabilities.
• Introduced a product mindset and cross-functional teams to drive collaboration and innovation.
• Identified enabling technologies and developed a combined business-technology strategy and product roadmap.
• Established a lean governance framework, advisory board, and target operating model to ensure compliance with FCA regulations, including vulnerable customer guidelines and Breathing Space Regulations.
• Engaged key stakeholders such as senior management, operational teams, IT departments, and customers to incorporate their needs and perspectives throughout the project.
• Implemented robust data security measures and ensured compliance with data protection regulations (e.g., GDPR) to safeguard customer information.
• Employed change management strategies, including communication plans and training programs, to facilitate a smooth transition for employees and customers.
• Developed a comprehensive risk management plan to identify and mitigate potential risks associated with regulatory compliance, technology implementation, operational disruptions, and other challenges.

• Implemented a cloud-native, modular, API-based, and event-driven platform enabling easy component upgrades.
• Fully compliant with Retail Credit FCA Regulations and capable of supporting revolving credit, Pay-in-3, and BNPL products.
• Streamlined the customer experience with a single line of credit, one statement, and one payment.
• Incorporated features from competitors, such as soft search and flexibility, to enhance the platform’s functionality.
• The platform’s design allows for future integration opportunities with embedded finance, Klarna, Zilch, and other strategic options across the company’s operations.

• Design Thinking
• Business Strategy
• change strategy
• customer experience strategy
• digital strategy
• Go to market strategy
• Strategic Alliances
• people strategy
• Strategy Execution
• IT Strategic Planning
• Technology Strategy
• Enterprise IT Governance
• Project governance
• compliance
• CXO Advisory

• Digital Enablement
• Organisational Agility & Effectiveness
• Purpose to Portfolio

• Retail and Consumer
• Financial Services