Leading journey redesign activities across savings, investments, and lending, I helped Bank Co evolve both its customer experience and its approach to service design. The challenge extended beyond redesigning journeys to building the internal capability required to sustain customer-centric innovation.

I led customer experience visioning, service blueprinting, prototyping, and cross-functional alignment activities, helping teams connect customer needs with operational and technology requirements. Alongside the redesign work, I coached internal teams and introduced new methodologies that improved the effectiveness of future transformation efforts.

The redesigned journeys identified productivity improvements of up to 20%, accelerated delivery timelines, and established new standards for customer-centered innovation across the organization.