Decision framework · Engagement class

The right lever,
at the right moment.

CJI Lever is the action layer of the intelligence chain — the framework that turns customer journey evidence into a governed, auditable decision for regulated firms.

Where Lever sits in the chain

Reckoner surfaces the sector pattern. Sonar anchors it to your firm. Pulse senses it in the live session. Lever frames the decision — the moment the evidence becomes an action.

Each product in the chain is independently useful. Lever is specifically for firms that have moved through the intelligence layers and are ready to embed what they have learned into the decision itself.

The intelligence chain

Anecdote → Aggregate → Awareness → Action.

Sonar listens. Reckoner reckons. Pulse senses. Lever moves. The action step is the hardest step in regulated firms — not for lack of insight, but for lack of a structured, auditable path from evidence to decision.

What Lever is

The decision layer, not the data layer.

CJI Reckoner, CJI Sonar, and CJI Pulse are intelligence products — they surface patterns, benchmark performance, and confirm live signal. Lever is different. Lever is not a product you subscribe to and query. It is an engagement.

Most regulated firms already have more intelligence than they act on. The constraint is not information — it is structure. When a customer journey degrades, the intelligence exists. What is missing is a shared, governed framework for who makes the call, on what evidence, with what audit trail, and under what regulatory posture. That is what Lever provides.

A Lever engagement is scoped jointly with a firm's risk and product leadership. It produces a named set of artefacts — a decision register, a readiness assessment, a lever-runbook per decision type — and a deployment model selected from three engagement modes mapped to the firm's regulatory maturity. The output is not a report. It is a working framework, embedded in the firm's existing governance, with a quarterly recalibration cadence built in.

Lever engagements are available to design partners only, and are currently restricted to firms in UK regulated consumer services. Each engagement is evaluated individually. The mode — Autonomous, Guided, or Customer-led — is chosen based on the firm's existing control environment, not on ambition.

Three modes

Matched to regulatory readiness.

The three Lever modes are not tiers of a product — they are positions on a regulatory-readiness gradient. The right mode for a firm is determined during scoping, not chosen from a pricing page.

Autonomous Highest readiness

Framework executes · Full audit trail

Lever moves the lever. The decision framework is embedded directly into the firm's operating model — the logic is explicit, the evidence thresholds are codified, and the outcome is executed within defined parameters. The human role is governance and override, not initiation.

Requires a mature internal control environment, established audit capability, and board-level sign-off on the decision logic. Not a starting point — a destination for firms that have already operationalised the intelligence chain.

Guided Mid readiness

Framework frames · Human pulls

Lever frames the decision; the firm pulls the lever. The framework produces a structured recommendation — evidence-anchored, confidence-rated, and explicitly tied to a named decision-maker — but the execution requires a human handoff at a defined point in the runbook.

The natural mode for firms that have insight capability but have not yet formalised the governance path from evidence to action. The Guided runbook establishes that path as a repeatable artefact, not a one-off conversation.

Customer-led Entry readiness

Framework surfaces · Customer chooses

Lever surfaces the choice to the customer; the customer pulls their own lever. Used where journey ownership belongs with the customer — consent moments, opt-in decisions, regulated friction points where the firm's obligation is to present a clear, evidence-informed choice, not to make it on the customer's behalf.

The lightest regulatory footprint of the three modes, and often the most consequential for Consumer Duty compliance. The framework designs the choice architecture and the evidence trail — not the outcome.

What you get

Named artefacts. Embedded governance.

A Lever engagement produces five core artefacts. These are not deliverables in the consulting sense — they are working instruments that remain inside the firm, owned by the risk and product teams who commissioned them.

The decision register

A governed inventory of the customer journey decisions in scope — what the decision is, who owns it, what evidence triggers a review, and what the current decision logic is. Updated as the Lever engagement matures.
The journey-readiness assessment

A structured evaluation of the firm's readiness to act on each decision type in scope — covering control maturity, audit capability, regulatory posture, and the gap between current and target state. The basis for mode selection.
The lever-runbook per decision

A named, step-by-step procedure for each decision in the register — evidence threshold, confidence requirement, decision-maker, handoff point (if Guided), customer-presentation specification (if Customer-led), and escalation path.
The customer-evidence audit trail

A structured log connecting each decision to the customer signal that informed it. Verbatim evidence only — no synthesised voices. Built to be readable by regulators, auditors, and the firm's own second line.
The quarterly recalibration

A scheduled review of the decision register, runbooks, and readiness assessment against new signal from CJI Sonar, CJI Reckoner, and — where in scope — CJI Pulse. Lever does not ship and walk away.

Positioning

What Lever is not.

Lever is not a subscription, and it does not have a self-serve tier. It is not a recommendation engine — it does not generate outputs that firms consume passively. It is not a product for firms that are not yet ready to be accountable for the decisions the framework enables: if the internal control environment, the audit capability, and the regulatory posture are not in place, the Lever engagement will say so during scoping and will not proceed. And it is not a shortcut to Consumer Duty compliance — it is a structured way for firms that already take their obligations seriously to translate that seriousness into a repeatable, evidence-anchored decision practice.

Engagement

Design partners only.

CJI Lever is currently open to a small number of design partners in UK regulated consumer services. Design partners shape the framework directly — the decision register structure, the runbook format, the recalibration cadence — and receive priority access as the engagement model scales. Each engagement is scoped jointly with the firm's risk and product leadership before any work begins.

Interested in a Lever engagement?

Contact the team at [email protected]. Please include your role, the regulated sector you operate in, and the specific customer journey decision that is currently difficult to govern. Lever engagements are evaluated individually and scoped before any commitment is made on either side.