Customer Strategy Sprint, Commercial Division

Within my 8-week internship with ANZ I was able to develop a strategy piece with inspiration and support from newfound mentors. This gave me the opportunity to run sessions with all the bankers in my team, to workshop ideas and options, and develop next steps. 

The essence of the project was to use data to reveal the teams highest value customers (HVCs). I began by pulling this data and insights for the top 1% of the teams customers (16) and pitching it with recommendations to my line manager. He instantly took hold of it and took me up on my proposed next steps. This involved finding the top 10 HVCs for each banker. 

I then went on to develop a HVCs workshop and ran the session with each banker while revealing to them their own top 10. 

Through my strategy piece, a profound insight was found, 20% of the team’s revenue comes from just 5% of its customers. The strategy piece also resulted in 34 of the team’s highest value customers getting reconnected with their banker. Each of these customers bring in over $50,000 to the bank each year. This means that $1.7 million of recurring revenue was consolidated from just 34 of the teams customers.