Given the M&S credit card’s dual positioning—as a financial product regulated by HSBC and a key part of the M&S loyalty ecosystem—an innovation workshop was held to align teams and create a strategy that was practical, commercially viable, and customer-focused.

Day 1: Team Alignment
Key stakeholders from product, marketing, and commercial teams outlined objectives, concerns, and constraints. This ensured a shared understanding of roadblocks in the acquisition process and set the foundation for a unified strategy.

Day 2: Defining Long-Term Goals
Discussions explored the credit card’s role within the wider M&S ecosystem, both digitally and in-store. Teams considered customer engagement, cross-selling opportunities, and integrations beyond M&S to position the card as a seamless extension of the loyalty programme.

Day 3: Prioritising Acquisition Channels
Insights from the previous sessions were refined into actionable touchpoints. Digital and physical acquisition channels were evaluated, with priority given to those with the greatest impact on conversion. The session concluded with a roadmap outlining key implementation steps.