Red Badger and Security Bank Partner for Innovative Customer-centric Digital Capabilities

Red Badger, the Digital Product transformation consultancy for blue chips, announces the launch of a new digital customer onboarding journey for Security Bank, one of the Philippines’ leading universal banks.

As it continues its digital transformation journey and investing in what matters most to customers, Security Bank delivers on its mandate to innovate and provide differentiated products, services, and experiences.

The partnership between Security Bank and Red Badger began in November 2021, as they jointly set out to bring a lean, agile, product-led approach to developing new experiences for customers. They co-created a product discovery, cloud-native platform architecture, and implementation plan, to build and release a new experience to customers within six months.

Red Badger conducted a discovery session with the Bank to identify technology and a customer-centric approaches to how to improve the current online onboarding process. On top of this, they did a series of usability testing procedures to identify customer needs and pain points.

A cross-functional team of both Red Badger and Security Bank members —focused on creating streamlined digital onboarding for originating retail products. Using lean and agile approaches, the team delivered: a production deployment within two months, followed by a customer-facing release within six months; a reduction in customer lead times from seven days to 11 minutes; and a circa 100% increase in the rate of successful completions. The product was built alongside an entirely new cloud-native platform, improving time-to-market and increasing resilience, while maintaining compliance with infosec, compliance, and regulatory complexities within the organisation and the industry.

David Wynne, Red Badger CEO, said: “This project demonstrates Red Badger’s unmatched ability to introduce new digital approaches, technologies, and ways of working to large banks quickly and safely – rapidly putting value in the hands of customers. By getting close to real-world customer needs and demonstrating how new technologies underpin continuous innovation, we help our established banking clients compete with digital natives and challengers.”

Tricia Tan, Senior Vice President and Customer Segmentation Group Head at Security Bank said, “We’re focused on becoming the most customer-centric bank in the Philippines. This means building our capabilities based on our customers’ evolving needs and investing in what matters to them. Together with Red Badger, we have developed a highly optimized onboarding experience to give our customers access to the right products for their needs and goals.”

The new customer onboarding experience is available and serves customers applying for checking and savings accounts.