One web operating model for retail banking

Context

A global bank with retail operations in 31 markets. Each market ran its own websites, standards and sign-off process, so launches were slow, quality varied, and compliance reviews repeated the same work.

What we did

• Moved the markets from a legacy content system to Adobe Experience Cloud, with personalisation built in.
• Set one global web operating standard covering how pages are built, reviewed and signed off for quality and compliance.
• Stood up regional digital operations hubs and trained the local teams to run them.

How it ran

A group-level team owned the standard and the platform. Markets moved over in waves, and each market’s team was trained to run day to day without the centre.

What changed

• All 31 markets run on one standard, with one sign-off process instead of 31.
• Digital acquisition and web work could be planned globally and delivered locally.

Client names stay private. The work is real, and references are available on request.