Transformation Solutions

Digital Customer Journey Design on Cloud & API Architecture

Challenge

A US-based universal bank sought to design and build fully digital customer journeys for all banking products and services — from onboarding and payments to FX, cash, and trade — using enterprise-grade Cloud and API architectures.

The existing client experience was fragmented, with siloed systems, manual onboarding, and inconsistent integration between front-end digital channels and back-end core banking systems. The challenge was to create a unified, end-to-end digital experience that could scale globally, beginning with FX clients hedging corporate cashflows before expanding into broader corporate banking products.

The transformation needed to achieve:

• Full digitisation of onboarding, transacting, and servicing journeys.

• Seamless orchestration across web, mobile, and API channels.

• A reusable enterprise architecture enabling rapid product rollout.

Solution

Harmonic Strategy acted as Transformation Strategy Lead Consultant, designing the digital journey framework and orchestrating delivery across product, technology, and risk functions. The Harmonic Approach consisted of five integrated workstreams:

1. Digital Journey Blueprinting

• Defined end-to-end customer journeys for onboarding, product discovery, transaction execution, and servicing.

• Designed journey maps across phases — awareness, consideration, purchase, post-purchase — linking UX, API, and process layers.

• Established CX and UX design standards for responsive, omnichannel experiences.

2. API-First Architecture Design

• Architected an API-first ecosystem using Kong as the API gateway and GraphQL/RESTful services for modular microservice communication.

• Created reusable APIs for onboarding, KYC, payments, FX transactions, and document management.

• Designed API middleware for CRM, ERP, and legacy core banking integration.

3. Cloud-Native Platform Enablement

• Deployed a multi-cloud architecture (AWS and Azure) using Kubernetes for container orchestration and serverless computing for scalability.

• Enabled microservices deployment through Terraform and Jenkins CI/CD pipelines, ensuring automated testing and controlled rollout.

• Embedded data encryption, IAM, and continuous monitoring frameworks for compliance with PCI-DSS, SOC2, and GDPR standards.

4. AI & Personalisation Layer

• Integrated machine learning recommendation engines (AWS Personalize, Google Vertex AI) for real-time product and FX rate personalization.

• Embedded a FICO decisioning engine for instant eligibility and credit risk assessment.

• Leveraged Jumio and Onfido APIs for automated KYC and identity verification.

5. Governance & Performance Framework

• Established a Transformation PMO with clear delivery checkpoints, documentation standards, and regulatory review gates.

• Implemented Tableau dashboards for CX, conversion, and drop-off analytics.

• Embedded CI/CD telemetry (Datadog, Splunk) for continuous improvement and operational observability.

Key Deliverables

• Enterprise Digital Journey Blueprint (FX → Cash → Trade products)

• Cloud-Native API Architecture and Governance Framework

• Microservices Integration Model and CI/CD Pipeline Design

• AI/ML-Driven Personalisation and Decisioning Layer

• Cybersecurity and Compliance Control Framework

• Executive Dashboards for Journey Analytics and KPIs

Client Benefits

• Frictionless, fully digital client experience across FX, cash, and trade products.

• 50% reduction in onboarding time through API-driven KYC and document workflows.

• Scalable, reusable architecture enabling new product launches with minimal code duplication.

• Increased engagement and conversion rates through personalised offers and decisioning.

• Regulatory-grade governance ensuring continuous compliance and operational transparency.