2. Key Steps to Map the Customer Journey

Step	Description	Example (Bank–Fintech Context)
1. Define Objectives	Clarify what you want to achieve — e.g., · faster onboarding, · seamless payments, · improved cash management UX.	Goal: Reduce SME onboarding time from 10 days to 2 days through e-KYC and fintech APIs.
2. Identify Customer Personas	· Segment your customers · understand their goals, pain points, and digital behaviors.	SME treasurer, retail merchant, corporate finance officer, etc.
3. Map Touchpoints & Channels	List where customers interact with both bank and fintech (apps, web portals, call centers, APIs, POS, etc.).	Merchant applies for online payment gateway via fintech app → onboarding verified via bank’s API → settlement handled by bank.
4. Chart Emotions & Pain Points	Identify where frustration, delays, or confusion occur.	Manual document upload, delayed fund settlement, unclear error messages.
5. Define Back-End Workflows & Ownership	Align who owns each process — bank vs fintech.	Fintech handles front-end onboarding; bank performs risk screening and account setup.
6. Identify Gaps & Opportunities	Spot where process duplication or miscommunication happens.	Duplicate KYC steps or mismatched reporting formats.
7. Implement Enhancements & Metrics	Introduce improvements and track KPIs.	Reduce failed API calls, improve NPS, shorten processing time.

Ensuring Partnership Synergy

Focus Area	Bank Contribution	Fintech Contribution	Synergy Outcome
Product Design	Regulatory compliance, treasury infrastructure	UX, agile dev, automation tools	Faster go-to-market for new services
Integration & APIs	Secure data access, standardization	API flexibility, customer UI	Smooth customer experience
Risk & Compliance	KYC/AML controls	Digital verification tools	Compliant yet seamless onboarding
Data & Analytics	Customer insights	Real-time behavioral data	Cross-sell and predictive analytics
Revenue Sharing	Fee-based and volume incentives	Platform growth	Sustainable partnership model

RACI Matrix for Bank–Fintech Collaboration

Example: New Fintech-Integrated Cash Management Product Launch

Activity	Responsible (R)	Accountable (A)	Consulted (C)	Informed (I)
Product Design	Fintech	Bank Product Head	IT, Compliance	Management
API Integration & Testing	Fintech Tech Team	Bank IT Lead	Security, Vendor Mgmt	Product Owner
KYC/AML Setup	Bank Compliance	Bank Risk Head	Fintech Ops	Fintech PM
Marketing & Launch Plan	Bank Marketing	Bank Product Head	Fintech BD	Sales Teams
Customer Support & SLA	Fintech CS Team	Fintech Ops Head	Bank RM	Bank Ops
Data Reporting & Reconciliation	Bank Ops	Bank CFO	Fintech Ops	Finance, Audit