The Enterprise Real Estate division is responsible for the design, build and day-to-day operations of the bank’s brick and mortar properties across North America, including retail branches and corporate offices.

The broken operating model led to significant miscommunication, delays, and tension between business units.

Through a series of facilitated workshops, complex processes were reimagined and aligned to amongst cross-functional teams. The workshops borrowed Design Thinking techniques to add an empathetic lens to the effort.

In addition to process mapping, an interaction model was defined to bring improved collaboration, communication, and conflict resolution to the geographically-distributed, multi-disciplinary teams.