Reimagining the Future of Service for a Customer-Led Transformation Roadmap - Helium

OVERVIEW

A market leader in salary packaging and novated leasing was under pressure to modernise its servicing model. Customer expectations had moved toward digital-first experiences, but legacy systems, manual processes and a reactive operating model were holding the business back. Omnia was brought in to design the transformation roadmap that would close the gap.

Client Story

Strategy and Priorities:

Redesign the servicing model from the ground up — reducing cost-to-serve, enabling proactive customer support and accelerating delivery by decoupling from legacy systems.

Modernize the retail banking experience to retain younger demographics and increase daily app engagement.

Digital Priorities:

Define a scalable target architecture including data unification, modular microservices and AI/ML readiness — and a clear roadmap to get there.

Shift from a purely transactional utility to a proactive financial advisory tool.

The Challenge:

Rising cost-to-serve, legacy technology limiting speed to market, fragmented data restricting proactive support, and customer expectations increasingly set by global digital leaders.

Our Collaboration:

Omnia applied a human-centred design approach alongside the client — mapping journeys, envisioning AI-driven service models and facilitating executive alignment workshops to build a validated transformation roadmap.

We partnered with the bank’s digital and data science teams to design and validate an AI-driven homepage that anticipates user needs and provides tailored financial guidance.

CONTEXT

The Challenge

Customers increasingly expected intuitive, digital-first experiences — but service delivery was constrained by legacy systems, manual processes and a reactive operating model that couldn't keep pace. The cost-to-serve was rising, legacy technology was limiting speed to market for digital features, fragmented data was restricting proactive support, and customer expectations were being set by global digital leaders the business couldn't yet match.

OUR EXPERTISE

Omnia brought a practical, human-centred design approach — partnering with the client to design a customer-led transformation roadmap that would reimagine servicing from the ground up, grounded in real customer journeys and aligned to executive priorities.

How we helped

The Solution

Experience-led design

Multi-source pipeline development

Mapped critical customer journeys across account setup, amendments and servicing — identifying where digital self-service could reduce complexity, cost and customer effort.

Built robust data ingestion pipelines connecting cloud platforms, CRM databases and legacy batch systems — standardising ETL/ELT processes across the organisation.

Proactive service models

Cloud data warehouse

Envisioned AI and data-driven notifications and check-ins to support customers before they need to call — shifting the model from reactive to anticipatory service.

Designed and deployed a scalable AWS and Snowflake architecture capable of processing billions of annual transactions — with optimised storage and compute separation for cost efficiency.

Digital enablement architecture

Data model harmonisation

Defined a scalable target architecture including data unification, modular microservices and AI/ML readiness — giving the business a clear technical foundation for transformation.

Developed a high-fidelity mobile prototype featuring predictive ML spending insights, Gen-AI chat support, and dynamic UI modules.

Executive alignment

Secure data sharing

Facilitated stakeholder workshops aligning business, technology and service leaders around shared measures of success — building the organisational commitment the roadmap required to land.

Validated the AI-driven features through extensive qualitative user testing, ensuring the algorithms felt helpful rather than intrusive.

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