The challenge
Working within the cross-functional "Contactability" squad, we were mandated to audit and elevate the end-to-end customer service experience across all banking touchpoints.
My Role & Approach: Acting as a hybrid Product Designer and UX Researcher, I championed an evidence-based approach to solving complex service design challenges. I focused on both the customer-facing experience and the internal agent tools required to support it.

Key outcomes
Omnichannel Support: Designed an internal knowledge platform that empowered agents across email, phone, and physical branches to access information quickly, directly improving email CSAT and CX KPIs.
Service Design Optimization: Reduced repetitive inquiries by enhancing the IVR card delivery flow and redesigning the agent evaluation process to prioritize actual customer experience over rigid metrics.
Strategic DesignOps: To ensure our learnings had a lasting impact, I initiated a centralized research knowledge platform, preventing duplicate research efforts and democratizing access to user insights across the organization.