Digital Customer Engagement
It’s never too early to learn healthy financial skills
Consumer Bank | 2023
MY ROLE
Head of CX Strategy & Design
IMPACT
+272%
Product NPS compared to the
previous year
+39%
reactivated youth savings accounts
+20%
increase in onboarding conversions compared to previous average levels
CONTEXT
Children need to develop healthy financial habits early on, yet banking often remains complex and uninspiring for them.
Voice of the Customer insights revealed that parents expected their bank to play an active role in their children’s financial education.
CHALLENGE
How can we tailor the banking experience so that families feel included and able to practice good financial habits?
SOLUTION
I led an initiative that enriched the youth account experience by offering the families an interactive way to learn and grow their financial skills together.
The outcomes surpassed the expectations, strengthening family trust and long-term loyalty.
SPOTLIGHT
01
In-app loyalty strategies to encourage discipline
02
Tailored learning pathways featuring educational videos and interactive age-appropriate insights
03
Playful celebratory events for milestones that matter to young customers
CUSTOMER FEEDBACK
"Easy to open an account with my daughter, and she is actually enjoying learn about money."
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