Client Profile
- Top-Tier Financial Institution
- 20M+ Customer Accounts
- Consumer, Wealth, & Credit
A leading regional financial services institution with more than twenty million customer accounts was modernizing its digital channels and core banking systems. As a regulated enterprise serving customers across consumer banking, wealth management, and credit operations, the institution wanted a more reliable way to deliver digital enhancements while meeting rising expectations from regulators.
Executives had invested in SAFe and transformation efforts over the years, but wanted guidance from a partner with a long record of success. They chose ICON Agility Services because of its reputation as a trusted advisor within the financial services community and its history of success across some of the most regulated industries in the world.
High Stakes & Fragmentation
The institution confronted a familiar yet high-stakes challenge. Regulatory updates related to KYC (Know Your Customer), AML (Anti-Money Laundering), and consumer privacy continued to accumulate, and each delay increased operational risk. Digital banking teams were under pressure to deliver new customer experiences, yet they struggled to coordinate with risk, compliance, and back-office groups.
Portfolio reporting was fragmented, often contradictory, and lacked the confidence needed for executive and board-level conversations. Technical teams operated with different engineering standards, leading to delays in integration and uncertainty in production readiness.
Leaders needed a solution that respected the strict demands of financial regulations while enabling greater speed and clarity. Work moved slowly because no single team had complete visibility into how regulatory tasks connected to digital customer journeys.
Critical Pain Points
Regulatory Risk
Delays in KYC and AML updates increased exposure to audit findings.
Siloed Coordination
Digital teams struggled to align with Risk and Compliance groups.
Fragmented Reporting
Contradictory data made board-level conversations difficult and uncertain.
Integration Delays
Inconsistent engineering standards slowed down production readiness.
Evidence, Alignment, & Tooling
AI-Native Diagnostic
ICON Agility Services began with an AI-Native Value Stream Diagnostic tailored for regulated financial operations. This provided objective evidence about where flow was breaking down. By showing leaders real data from their own environment, ICON established trust and reinforced that change would be rooted in measurable facts.
Value Stream Restructuring
ICON helped restructure value streams around true customer and regulatory outcomes. Work related to compliance, risk remediation, and digital experiences was reorganized so that responsibility and ownership were clear. This realignment reinforced consistency, enabling teams to make decisions based on a shared understanding of value.
Engineering Excellence
Engineering excellence coaches were embedded with teams to improve automated testing for financial-grade systems, enhance integration practices, and ensure quality controls aligned with auditor expectations. This created reciprocity as teams realized the investment in capabilities made their work easier, faster, and more secure.
Transparency Tools
ICON implemented Broadcom Rally and Clarity to provide transparent, real-time views into all strategic work. This visibility strengthened leadership confidence, supported reliable commitments, and created social proof as other areas of the business began requesting the same improvements.
Measurable Impact
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40% Faster Delivery
Regulatory updates moved significantly faster, meeting major compliance deadlines.
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Reduced Defects
Significant decline in defects related to customer data and financial transactions.
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Unified Reporting
Board-level reporting transformed from fragmented sources to seamless real-time data.
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Cultural Shift
Product, Engineering, and Compliance teams working with shared purpose and trust.
Within six months, the institution experienced outcomes that reinforced every leadership expectation. Delivery time for regulatory updates improved by more than 40%, making it possible to meet two major compliance deadlines that had previously been at risk.
Defects related to customer data and financial transactions declined significantly as engineering practices became more consistent. Customer-facing teams benefited from greater predictability, allowing the institution to deliver digital banking enhancements at a pace that strengthened customer loyalty.
Portfolio reporting became a seamless and reliable activity. Leaders could see the exact status of AML enhancements, digital banking features, and risk remediation initiatives in minutes. This clarity strengthened board-level discussions and improved relationships with regulators.
Most importantly, a cultural shift took place. Product, engineering, compliance, and operations teams began working with shared purpose and a clear understanding of how their contributions improved safety, speed, and customer trust.
“ICON Agility helped us create one of the most reliable delivery engines we have ever had... They earned our trust quickly by showing us real evidence, providing clear direction, and working in partnership with our teams. Delivery is faster, risk is lower, and we finally have the visibility and confidence that regulators and customers expect.”