Design Thinking for Customer-Centric Transformation in Banking

Build leadership capability in client-facing roles by applying human-centered design to solve customer and business challenges, strengthen customer engagement, and translate insight into executable solutions across digital and human touchpoints.

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Overview

In today’s banking environment—shaped by digital change, evolving customer expectations, and regulatory complexity—leaders must solve problems that cut across channels, functions, and priorities.

Design thinking, when applied correctly, is not a creativity exercise. It is a structured, customer-centric approach to problem-solving that helps leaders clarify challenges, align teams, and execute solutions that hold up in real operating environments.

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This interactive workshop equips client-facing and enabling leaders to apply design thinking to real customer engagement and business challenges, while strengthening the leadership capabilities required to deliver transformation at scale.

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The focus is not on generating ideas for their own sake, but on clarity, alignment, and disciplined execution.

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Key Outcomes

By the end of this workshop, participants will be able to:

 

Customer Engagement & Execution

• Apply design thinking to customer engagement challenges across digital and human touchpoints

• Reframe complex problems around real customer needs and business priorities

• Translate customer insight into practical, testable solutions that support execution

• Improve consistency between digital experiences and client-facing interactions

• Strengthen collaboration across business, technology, operations, and risk

Leadership Capability

• Strengthen problem-framing and decision-making under ambiguity

• Lead cross-functional collaboration without slowing execution

• Communicate ideas clearly to drive alignment and action

• Use feedback and iteration to improve outcomes while maintaining momentum

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Design thinking tools are used as decision and alignment frameworks, not as standalone methodologies.

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Format

• Duration: Half-day, 1-day, or 2-day workshop
  (or 4–6 virtual sessions)

• Delivery: Virtual or in person

• Language: English (Persian facilitation available)

• Cost: Contact us for pricing

 

Who Should Attend

• Client-facing bankers and leaders responsible for customer engagement

• Transformation and change leaders accountable for execution

• Product, channel, and operations leaders working across silos

• Cross-functional teams addressing complex customer and business challenges in banking

 

Next Step

Ready to apply design thinking as a practical leadership capability for customer-centric transformation?

Contact us to discuss how this program can be tailored to your organization’s priorities.

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