Embedding Investigation Capability and Judgement at Scale

The Challenge

A large European bank had introduced a new case-led investigation model within its transaction monitoring operations. However, the shift from a procedural approach to structured investigations was not delivering the expected efficiency gains.

Our Approach

We focused on embedding investigative judgement, not just process adherence, anchored in the full intelligence lifecycle.

Conducted on-the-floor shadowing to tailor training to real cases, customer profiles, and operational challenges
Delivered instructor-led, practice-based training designed to build skills, mindset, and confidence, not just knowledge
Structured training around the end-to-end intelligence lifecycle, from objective setting through to analysis, decision making, and narrative writing
Embedded structured analytical techniques, bias mitigation, and critical thinking into every stage of the investigation process
Used scenario-based exercises and full case simulations to ensure learning translated directly into day-to-day investigations
Applied a train the trainer model, developing internal change agents and on-the-floor specialists to drive adoption
Enabled rollout aligned to operational capacity, reducing disruption and resistance

The Impact

40% reduction in case handling time
Improved investigation quality and consistency
Stronger analytical judgement and decision making across the analyst population
Higher employee engagement and adoption of new ways of working
Training recognized as one of the most impactful programs delivered across the organization

40% reduction in case handling time
800 analysts upskilled in advanced investigations

The organization successfully transitioned from a process-driven model to a judgement-led investigation approach, embedding sustainable capability and unlocking both efficiency and quality gains.

Case Studies