BOLT Forward
Innovating for the Future
We’re Invested in the Future.
Synchrony’s financial ecosystem connects thousands of partners with millions of customers. To stay at the leading edge, our employees told us they wanted time and space to explore big ideas, amplified by the power of technology. We thought this was a great idea and thus, BOLT sessions were born. BOLT sessions are single-day, immersive sprints that unite diverse teams with one clear goal: enhance the customer experience. It’s just one of the many ways we maintain a culture that empowers innovators.
BOLT sessions encourage teams to fully immerse themselves in a project, identify new products and capabilities and inspire creativity, with an emphasis on speed and collaboration. Partners, board members, customers and Diversity Networks+ are encouraged to participate, which builds on our mutual trust, connectivity, and collaboration. Investing in the latest technology drives our products and our people forward, allowing us to always improve—for our customers, our partners and each other.
BOLT Session Process
Step 1
Identify problem
Step 2
Ideate, design and prototype
Step 3
If viable, get market ready and review with stakeholders
Innovation Stations
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BOLT sessions take place in our four global Innovation Stations, which are purpose-built for creativity and exploring the next big idea. With cross-functional teams focused on digital, data analytics and enterprise operations, we’re on a mission to explore new technologies, solve problems and improve speed-to-market.
Real ideas. Real customer impact.
Out of 150+ BOLT sessions that have taken place over the last 10 years, here are some real projects we have launched (or are soon-to-be launched) that began in our Innovation Stations.
Synchrony Virtual Cards
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Synchrony cardholders needed an easier way to pay for products and services using their Synchrony card(s). Enter: the Synchrony virtual cards. During online checkout, a Synchrony cardholder will be automatically prompted to use their Synchrony credit card and provided a secure virtual card to seamlessly complete their transaction. The time between BOLT session and launch was less than a year.
Voice Capability
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In the spirit of exploration, we tested the ability for Synchrony customers to ask smart devices like Alexa about card balances, available credit or due dates. After a BOLT session, we were able to build and test a model in the market to learn what our customers found most useful. Over time, we used feedback from the pilot so we could incorporate the best parts of this capability into other areas within our product suite.
Accessible and Inclusive Authentication
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Partnering with our EnAbled+ Network (EN+), this early 2024 BOLT session sought to provide an inclusive and secure authentication experience for individuals of all abilities. The team pitched a solution that would leverage artificial intelligence to provide personalized accommodations for our customers. They built prototypes to allow them to self-identify and experiment with alternative methods of authentication. Launching soon, the EN+ and Innovation teams continue to partner on delivering on these ideas.
SyPI
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Synchrony Plug-In (SyPi), integrates our credit capabilities, like applying for a credit card or performing basic account services, into a partner’s existing mobile apps, providing a better experience for both retailers and consumers. Since its launch in 2017, our team has added several capabilities and enhancements, from using geo-location technology to provide offers based on a user’s proximity to a store, to pushing notifications about specific credit promotions from the retailer.
Generative AI
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The potential for generative AI is vast. And we recognize its potential to improve everything from the employee experience to the products our consumers use every day. We have rallied around Gen AI in real-time with curiosity on how it could enhance every phase of the customer’s journey. In 2023, we hosted a hackathon and subsequent BOLT session on how generative AI could be used to search for products and offers within Synchrony Marketplace.
Through BOLT sessions, we’re powering agile teams that have a tangible positive impact on our business, our culture and our people. We know when our employees feel heard, supported and do interesting and important work, we all succeed. If you’re passionate about innovating with the customer experience in mind, check out our open jobs here.
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