Helping a financial institution scale its online service delivering £100 million in inflows and +40% conversion

Context

A major UK financial institution launched an ambitious online service providing an innovative investment product to compete with new high-growth startups disrupting the market.
However, 7 months in, the team was stuck with a high burn rate, low conversion rate, and lack of clarity on next steps.
We were engaged by the COO and his team to turn the online sales performance around

We reduced the team from 25 to 6 members to improve delivery speed and reduce the burn rate.
We shifted the team’s focus to customer interviews and customer needs rather than internal production and alignment.
Within 3 months, we launched 50+ growth experiments, put 5 successful ones to scale and captured dozens of key customer insights that reshaped the approach and strategy.

Conversion rate jumped +40% delivering an additional £100 million in inflows in 4 months.
The new way of working was scaled by the client to other teams to take a similar customer-obsessed, lean, rapid iteration approach focused on delivering results.