Experian

Written By Rhonda M

Financial Data & Decisioning Provider (UKI & EMEA)

 

The Challenge

 

Operating across the UK, Ireland, and EMEA, Experian needed to transform how customer insight, service delivery, and operational governance came together to create value for both B2B and B2B2C clients.

Despite global scale and market leadership, fragmented systems, rising complexity, and inconsistent client engagement were hindering growth and customer retention. The challenge was to align operations, customer intelligence, and design around measurable client impact and regional growth.

This included ensuring that Experian’s AI-driven decisioning and predictive analytics capabilities, central to its platforms were clearly understood, adopted, and translated into consistent client value across the region.

 

The Intervention

 

Our founder led a regional transformation to align customer, business, and operational priorities, driving measurable performance improvement and client satisfaction.

  • Strategy & Value: Designed and implemented a region-wide customer transformation strategy, aligning executive and operational priorities to measurable client and financial outcomes, including growth, retention, and service efficiency. This included making deliberate strategic choices about how AI-enabled analytics and decisioning should support leadership priorities, investment decisions, and long-term client value.

  • Operational Excellence: Strengthened governance and process control across service delivery, client engagement, and incident management to ensure consistency, efficiency, and compliance across the region. By reimagining key customer and partner journeys across digital and service channels, processes were simplified, pain points eliminated, and onboarding and servicing experiences significantly improved.

  • Experience by Design: Designed and delivered a world-class Customer Innovation Hub in central London to showcase transformation and value creation across the portfolio. The hub enabled collaboration with clients and internal teams, using co-design and design-led thinking to accelerate digital transformation, showcase future innovation, and foster agile ways of working.

  • Customer Intelligence: Developed a comprehensive Voice of Customer and analytics framework across key markets to turn insight into actionable strategy. Delivered a unified view of customer perception, performance, and opportunity through a centralised intelligence platform that informed product innovation, experience improvement, and commercial decision-making. This framework was designed to complement and contextualise the AI-driven models and predictive decisioning already embedded within Experian’s core platforms.

 

The Outcome

 

By embedding customer-centric design, governance, and intelligence into daily operations, the organisation achieved quantifiable improvements in engagement, satisfaction, and retention while driving operational efficiency and commercial performance.

 

Key Results

 

  • +35 point NPS improvement after five years of flat performance

  • £3M in annual productivity savings

  • £10M YoY organic revenue growth across UKI & EMEA

  • Launched a world-class Customer Innovation Hub

 
Rhonda M