In Focus Collections
Becoming Agile at Arrow
Life at Arrow is proving to be fast-paced and dynamic. Reconciling this with a relentless focus on Treating Customers Fairly and remaining compliant can be challenging. Last month CCRMagazine spoke to Rachel Hopkins, head of IT & change (UK & Ireland), to find out how they are achieving this balance
How can technology help to make better decisions for the benefit of customers? In 2017, 38 million adults used online banking in the UK (source EY – ‘The Way We Bank Now 2018’). The extent to which the Financial
Services sector has moved its products and services online is well known and understood. Equally, the slower adoption of digital channels within our sector is also clear to all. However, we know that, with the
inevitable passage of time, our customers will demand digital solutions. The key to addressing and, ultimately,
meeting, the challenge is in engaging our customers in the process of creating digital solutions that work for them. This is why, at Arrow, we are adopting more Agile ways of developing our technology solutions. So, why are Agile approaches to software
development more effective in engaging customers and delivering benefit to them? lMore responsive to rapidly evolving requirements and changing customer behaviors. l Use rapid prototyping approaches, which are more effective in engaging users in providing immediate feedback. l Employ iterative development methodology, meaning deployment is quicker and enhancements are easier to implement.
How do you seek to develop a culture in your business to take best advantage of new technology? Arrow launched its new culture statement at the Senior Leadership Conference in September 2019. There is plenty in it that describes the culture we already have, as well the aspirations we have to evolve it further: l “We are entrepreneurial, fast-paced, and decisive.” l “We are also brave enough to acknowledge mistakes – and to learn from them.”
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Arrow’s scale and European footprint mean that, when we combine forces and act as one, our ability to have meaningful conversations with significant technology providers will unlock economies of scale
l “We are open and eager to embrace new ways of working.” Statements like these are music to the ears of anyone working in technology!
How is Arrow Global working to change and improve the work it does? Arrow’s scale and European footprint mean that, when we combine forces and
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act as one, our ability to have meaningful conversations with significant technology providers will unlock economies of scale previously unavailable to individual business acting regionally. Obvious examples include: software
licenses, infrastructure provision, near and off-shore development, and there is plenty more to go at!
What one change would you wish to see from the wider industry in the coming period? The potential that Open Banking has to transform Income & Expenditure conversations with our customers could be defining for the sector, but will require significant collaboration across the financial service sector to enable. Similarly, the untapped potential of
Blockchain – particularly from an information-security perspective – will also require cross-industry co-operation to realise. CCR
November 2019
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