NATIONAL COMMUNITY BANK ONBOARDING EXPERIENCE

Opportunity:

A fast‑growing community bank, long recognized for delivering experiential value to clients, set out to elevate its internal operations to match its external reputation. With strong client loyalty and a culture of service, leadership saw an opportunity to better connect sales, service/support, engagement, and retention activities. Marketing surveys revealed that onboarding for the bank’s fastest‑growing segment was complex and could benefit from greater clarity, creating a chance to strengthen both CX and EX.

Scope:

Crescent Consultancy partnered with the bank to build alignment and prioritize improvements. Together, we:

• Engaged key stakeholders to surface aspirations and opportunities.

• Designed workshops to define how the bank wants to show up for clients and for each other.

• Secured executive buy‑in to anchor transformation in leadership commitment.

• Journey mapped the onboarding workflow to highlight touchpoints for a more client‑centric experience.

• Identified opportunities to improve clarity during cross‑functional hand‑offs, especially between sales and operations.

• Elevated expectation‑setting as a critical element of the onboarding process.

Result:

The engagement created momentum and clarity across the organization:

• Insights into areas for refinement, including form accuracy and tool alignment.

• Stronger collaboration between marketing, CX champions, and the area president to socialize findings and drive change.

• A shared vision for onboarding as a seamless, client‑centric experience.

• Renewed confidence that the bank’s growth trajectory will be matched by operational excellence and experiential leadership.