The Co-operative Banking Group: Customers First Through Business Architecture

Topics covered

  • Established business improvements for customers, increased revenues, and reduced costs 
  • Improved online payments process, saving 20 FTE 
  • Reduced time to switch accounts by 42% and reduced account cancellations by 50% 
  • Linked business and IT by aligning modeling standards 

Our process architecture provides us with a multidimensional view of our business and its processes. The new architectural approach, supported by the MEGA Suite, is in use by all major The Cooperative Banking Group change programs as a means to develop a better understanding of end-toend processes.” Christine Spencer, Function Leader, co-operative connect. 

About The Co-operative Banking Group

The Co-operative Banking Group is part of The Co-operative Group, which is the world’s largest consumer co-operative with around five million members, over £14 billion turnover, and core business interests in financial services, food, travel, pharmacy and funeral care. The Co-operative Group has over 5,000 retail trading outlets.
Following the merger with Britannia Building Society on 1 August 2009 The Co-operative Banking Group is one of the largest and well diversified mutual businesses operating in both retail and corporate markets.
As part of The Co-operative Group, the new business is characterised by its unique ethical and member reward policies and very high levels of customer advocacy.
It is the only mutual organisation that enables its members to earn financial rewards for the products they hold, as well as giving them the opportunity to have a say in how the business is run.

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