DIGITALISATION Q2 2021 1
DIGITALISATION@HANDELSBANKEN “Value-based and cro
ss-functional teamwork ensure the best solutions for the customer.” Fia Forsman, Head of Digital customer meetings Mobile W hat does working with a values-based approach mean to Handelsbanken’s digital development? We want to stand out in the financial sector, above all by developing solutions that meet customers’ needs and resolve their problems, with development showing empathy and consideration for the customer. We do this by focusing on satisfying customers’ needs and exceeding users’ expectations in terms of simplicity. At our physical branches, we are experts at needs analysis, which forms the basis for the advice we provide. Our digital meeting places must be just as effective at identifying customers’ needs and giving customers support to easily make smart decisions and take control over their finances. We also want to use the technological opportunities provided by digital customer meetings, by offering services that are intuitive, inclusive and in the best interests of the user. In order to create this, we need to reap the benefits of each employee’s expertise, creativity and full potential – where teams create magic in developing new solutions for our customers. What do you think defines working with development at Handelsbanken? When we recruit, we look for a high level of technological expertise, but also value it highly when a prospective employee shares Handelsbanken’s values, and has the ability to understand customers’ needs. Individuals who can solve problems from both a technological and user perspective are needed to facilitate the creation of future customer meetings. Consideration for the customer is again in focus when we prioritise our development. We work in cross-functional teams to deliver customer value, and have strong development scrums that constantly continue the development of our platforms. Co-operation and helpfulness are attributes that permeate the entire organisation. At Handelsbanken, each employee is part of a larger whole, with everyone pulling in the same direction – and with everyone contributing their own competencies and tasks. There are significant opportunities for self-development, as employees are encouraged to move within the organisation and try out different roles. 36 HANDELSBANKEN