EUROPE

– Nick Mortimer , Head of Marketing and Ecommerce

we have successfully explored .”

“ How do we get it to less than five days ?” White asks . “ How do we get it to one day ? These are the questions we are now asking ourselves .”

Reaching a one-day mortgage turnaround may appear like a huge project to be undertaken , but YBS ’ s success to date boils down to a series of smallerscale , fast moving initiatives .

“ This is not necessarily about big projects , rather making sure that everything we do is grounded in customer understanding and insight ,” explains Mortimer . “ What we did last year was examine every fine detail that matters to our customers , making a series of small changes . Our NPS improvement is all down to these small , detailed bits of work we have done with the customer at the centre . Commercially we also had our best ever year online . Our agile , fleet-footed approaching is paying dividends .”

White agrees , adding : “ The whole concept of how we deliver change is evolving . Twenty years ago you would create a project , give it some money and implement it , and for some things that works . But once you start a project it is very hard to stop it , because that is the way the organisation ’ s culture works – you give the money to see it through . So what I did at AIB was bring in an experimentation culture I found in Australia , which involves setting aside some investment to learn fast and move fast . If it works , great . If it

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