LEADING US GLOBAL CREDIT UNION

5 Year Strategic Vision for Mortgage Servicing Organization

2025

The Scenario

  • The mortgage servicing line of business of this $190B credit union was looking to migrate to a new unified tech platform, but wanted to establish a unified strategic vision before embarking on a major IT transformation

  • They wanted to get alignment from leadership across the servicing lifecycle on what pain points, opportunity areas, in order to best prioritize efforts

  • Icon of line winding towards a star

    Strategic Visioning

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    Workshop Facilitation

  • Icon of three people in a circle and magnifying glass

    Roadmapping

What We Did

  • Conduct Current State Assessment

    Interviewed 100+ hands-on-keyboard employees to understand workflows, pain points, high risk areas to identify themes and areas of opportunities

  • Facilitate Strategic Visioning Workshop

    Bring together stakeholders to align on their vision for member experience, servicing operations, technology and data in 5 years. This was also an opportunity to uncover potential challenges, dependencies, and opportunities for synergies.

  • Develop 12-month Roadmap

    Collaborate with stakeholders to identify key initiatives to work towards 5 year vision. This included scoping dependencies, identifying resource and capability requirements, highlighting necessary considerations.

What We Achieved

  • Strategic Vision Statement

    north star to anchor technology transformation and contextualize future optimization efforts

  • 12 Month Roadmap

    list of initiatives to socialize with executive leadership to secure investment towards ongoing development