Enhancing client trust at Jyske Bank

Jyske Investment Partner is a distinctive service for the bank’s high-net-worth customers, providing personal advice from a dedicated bank advisor. The product's success hinges on the strong relationship between customer and advisor. However, the intensive manual labor puts pressure on advisors. How can Jyske Bank introduce automation while maintaining the high level of trust and safety that customers currently experience?

Jyske Bank wanted to enhance its ability to target outside-in perspectives, aiming to better understand the relationships between customers and advisors, to create better digital solutions for customers – without losing the benefits of close personal relationships.

We facilitated a "train the trainer" process involving two teams from Jyske Bank made up of business developers, product owners, and UX designers.

We co-created solutions through hands-on sessions and design masterclasses, empowering participants with new skills while discovering potential across the service blueprint. The sessions focused on enabling actionable insights by identifying behavioral segments among the customers and mapping out their investment journeys to identify potential improvements.

The project has enabled advisors to harness structured insights and enhance the client experience, balancing efficiency with trust. This allows Jyske Bank to strengthen customer relationships through adaptable, insight-driven advisory services, ensuring clients feel supported and informed in their investment decisions.