Inside Desjardins' Digital Banking Transformation

The financial services sector faces mounting pressure to digitise operations while maintaining customer relationships: a challenge that is particularly relevant for co-operative financial institutions, which must balance technological advancement with member-focused principles that have defined their operations for generations.

Desjardins Group, North America’s largest financial co-operative with 7.7 million members, is an example of how institutions can navigate this transition. 

Through a five-year technology modernisation programme, the Quebec-based organisation has achieved a position 14 percentage points ahead of other Canadian banks in online product sales, while moving from eighth to second place in Net Promoter Score (NPS) online experience rankings among Canadian financial institutions.

In Canadian banking, digital channels now process most routine transactions, as customers demand digital access to services beyond banking – including mortgage renewals, investment products and financial advisory services.

Desjardins’ response to these market changes highlights some of the complexities of digital transformation in financial co-operatives. 

The institution developed an employee-first testing programme involving 17,000 staff members and integrated AI for personalised financial guidance, all while maintaining its co-operative principles throughout the process.

Here, two of its leaders tell us about the financial institution’s digital banking transformation.

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