Cumberland Building Society is the 10th largest Building Society in the UK and the operating model most resembles a Credit Union in the US. The Building Society had the ambition to widen its Mortgage offering from Regional to National and urgently needed to improve their mortgage process and customer journey. Instead of introducing new technologies, the leadership team decided to invest in their greatest asset – people. The result of that? They shaved off 62 days of the customer journey and became the top financial institutions for service excellence.