USA11: How a Global Bank Rebranded Digital Journeys as Enterprise Architecture Reform
- Sunil Dutt Jha
- Aug 23
- 1 min read
This case is part of a 100-diagnostic series exposing how US enterprises have mislabeled operational wins as.. Enterprise Architecture progress.
In banking, a recurring pattern is treating journey maps and channel UX as architecture reform. NPS rose, mobile adoption spiked, and cross-sell flows looked smoother — yet the enterprise structure behind products, risk, and servicing was never modeled.
P1–P6 Insight Preview:
Journeys improved local processes (P2) and delivery cadence (P5), but lacked strategy-to-risk alignment (P1) and shared system behavior (P3). Components duplicated rules (P4), while business ops and tech ops (P6) relied on manual exceptions during peak loads.
Role Disconnects:
CEO: “Customers love our journeys” — but value chains still break at exception points.
CIO: “Front-to-back is digitized” — the “back” isn’t modeled as an enterprise.
Sales Head: “Cross-sell is up” — but fulfillment latency erodes trust.
Chief EA: “Nice journeys, missing anatomy” — no enterprise logic binds channels, products, and risk.
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