END-to-end deal execution
Project Description
Designing the End-to-End Deal Execution Experience
Challenge
The investment banking deal execution process was complex, fragmented, and time-intensive—impacting both internal efficiency and the client experience. Despite best efforts, critical touchpoints were weighed down by manual processes, unclear roles, and inconsistent use of technology. The mandate? Reimagine the end-to-end journey to create a streamlined, transparent, and client-first experience that enables bankers to focus on high-value relationship building.
My Role: Strategic Lead, Research & Insight Driver, Service Design Facilitator
As the lead strategist and design thinking facilitator, I drove the entire initiative from insight to framework—bringing clarity to complexity and aligning a cross-functional group around a bold, future-facing vision.
Here’s how I brought it to life:
Led Cross-Functional Collaboration
I facilitated co-creation sessions with investment bankers and their support teams across multiple regions, ensuring diverse voices were heard and synthesized into a unified vision. These sessions surfaced critical workflow pain points, cultural challenges, and misalignments across the deal lifecycle.Mapped the Deal Journey Through Research & Insight
I led research efforts to define the current state, identifying key actors, motivations, activities, and frictions. Through journey mapping and stakeholder interviews, I clarified the “delta” between current reality and the ideal future state—laying the groundwork for a design-led strategy rooted in real needs.Designed the Future-State Service Framework
I synthesized findings into a comprehensive service strategy, articulating a vision for a reimagined operating model. This model aimed to deliver a frictionless, AI-enhanced deal execution process with four foundational enablers: process standardization, role clarity, in-context training, and smart technology integration.Enabled Implementation Through Clear Design Principles
I ensured the framework was not only aspirational but also actionable—translating insights into guiding principles and capability requirements that could steer development across people, process, and technology layers.
Approach and Outcome
Through detailed service blueprints and stakeholder engagement, we identified four core opportunity areas to unlock a next-generation experience:
Streamlined Processes
A global operating model with standardized workflows, reducing inefficiencies and enabling scalability.Integrated Support Teams
A redefined team structure with clearly articulated roles and deeper domain expertise to support bankers more effectively.Contextual, On-Demand Training
Just-in-time guidance and embedded learning resources to improve confidence and reduce dependency on informal support networks.Intelligent Technology Enablement
AI- and ML-powered automations that reduce manual touchpoints, ensure compliance, and enable real-time insights.
The resulting target-state experience includes:
A mobile app acting as a banker’s digital assistant
Automated deal setup and conflict clearance
AI-driven workflows and KYC processes
Transparent dashboards and customized notifications
End-to-end visibility and proactive issue resolution
Real-time status tracking and post-deal automation
The Impact
The proposed solution is a dynamic, human-centered service model that empowers bankers to operate with greater agility, insight, and efficiency. By reducing administrative friction and leveraging intelligent systems, the new experience enhances client satisfaction, boosts internal productivity, and positions the organization for long-term competitive advantage.
Our design-led strategy didn’t just reimagine deal execution—it provided a strategic blueprint for the future of global investment banking.
