BECU realized that, to create an experience across all member touch points, they needed an enterprise digital strategy that incorporated all four lines of their business: consumer, small business, wealth management, and mortgage. The goal was to deliver a relevant, trusted, and intuitive experience that members and prospective members could access whenever, wherever, and however they want.
Deloitte Digital addressed BECU’s key business issues: inconsistent member experience, growth needs, remote services support, and cross-selling products that aligned with their clients’ strategic priorities. We did this by providing BECU a three-year strategic roadmap that sequenced business and technology initiatives, as well as detailed the people, process, and technology required to support each initiative.
We delivered a digital vision that would enhance BECU’s member experience, address marketplace needs, and support their existing—and future—business objectives across the four business lines: improve BECU’s Net Promoter Score (NPS); empower self-service for BECU members, decrease the reliance on in-person transactions; increase engagement and understanding of members’ needs and specific journeys; and increase new membership.