Concentrix

Leading UK Bank Transforms Regulatory Operations Through an AI-Powered Data Hub

With a focus on operating model maturity, process optimization, automation opportunities, and customer journey enhancement, a comprehensive CX transformation assessment identified more than 100 recommendations to improve efficiency, reduce costs, and elevate customer experience across UK and MENA markets.

At a glance

Industry: Banking, Financial Services & Insurance

Success Highlights

  • £16M Savings through fraud avoidance and improved customer experience outcomes
  • £4M Reduction in collections costs through automation and process simplification
  • £20M Reduction in legal and compliance-related operational costs

Challenge

A leading UK banking institution faced increasing regulatory complexity, fragmented data environments, and operational inefficiencies across multiple compliance and customer-facing processes. 

The bank needed to evolve from siloed regulatory operations toward a scalable, data-driven ecosystem capable of adapting to rapidly changing regulatory requirements while improving efficiency, customer outcomes, and business performance. 

Key challenges included: 

  • Fragmented data and compliance processes across multiple functions. 
  • Manual, high-risk workflows impacting operational efficiency. 
  • Increasing regulatory requirements requiring faster adaptation and remediation. 
  • Limited visibility into customer, operational, and compliance data. 
  • The need for scalable automation and self-service capabilities. 
  • Balancing regulatory compliance while improving customer experience and reducing costs. 

Solution

A centralized Data Tech Hub was established to serve as the foundation for enterprise-wide transformation, combining data modernization, automation, AI, analytics, and cloud-enabled capabilities. 

The transformation journey evolved over eight years through multiple stages of maturity: 

Stabilize the Function 

  • Digitized and simplified high-risk operational journeys. 
  • Introduced workflow automation and standardized operating models. 
  • Applied analytics to identify process gaps, errors, and quality issues. 
  • Modernized collections and remediation workflows. 

Integrate the Enterprise 

  • Connected risk, legal, conduct, operations, and supplier functions. 
  • Built cloud-ready data pipelines and secure enterprise data assets. 
  • Unified customer and operational data through self-service analytics. 
  • Created a connected governance and reporting environment. 

Transform the Ecosystem 

  • Developed reusable remediation engines that scaled across business domains. 
  • Introduced AI-driven policy interpretation and intelligent workflows. 
  • Established adaptive regulatory operating models capable of responding to ongoing change. 
  • Enabled enterprise-wide intelligence and decision-making. 

The Data Tech Hub brought together: 

  • Data Strategy & Advisory 
  • Data Modernization 
  • Cloud & Data Engineering 
  • AI & Machine Learning 
  • Advanced Analytics 
  • Enterprise Intelligence 
  • Automation & Process Intelligence 
  • Governance & Operating Model Design 

Over an eight-year transformation journey, a centralized Data Tech Hub enabled the integration of data, risk, legal, operations, and technology functions into a connected ecosystem. 

Outcomes

£16M Savings through fraud avoidance and improved customer experience outcomes

£4M Reduction in collections costs through automation and process simplification

£20M Reduction in legal and compliance-related operational costs

£2.5M Reduction in operational costs through AI, cloud, and self-service capabilities

90%+ End-to-End Outcome Scores

Strategic Transformation Partnership 

Additional Business Impact 

  • Improved regulatory compliance and governance. 
  • Enhanced borrower assurance and customer confidence. 
  • Increased enterprise-wide visibility through integrated data and analytics. 
  • Accelerated decision-making through AI-enabled insights. 
  • Established a scalable model for continuous regulatory adaptation. 

If you’re exploring how to modernize regulatory operations, unlock the value of enterprise data, or scale AI-driven transformation, Concentrix can help design and operationalize a Data Tech Hub tailored to your business objectives.

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