Case Study

CLIENT*

North American Bank

COMPANY SIZE

54,000 Employees

KEY STAKEHOLDERS

Subject Matter Experts in Wealth Management and Customer Service

*Note: Due to NDAs, I cannot share client names for most of my research & strategy work.

Streamlining Customer Experience in a Complex Dual-System Migration

Problem

During a dual-system migration, customer and employee experiences became fragmented across legacy and new platforms—creating friction in high-touch workflows like money movement. Leadership lacked clarity on where to focus efforts to troubleshoot first and improve customer satisfaction.

My Impact

I facilitated cross-functional prioritization workshops that brought executives and SMEs into alignment around two critical customer touchpoints. I translated research into clear journey maps and a ranked implementation roadmap, giving stakeholders confidence to direct their teams through multi-phase migration implementation.

Engagement Outcome

The resulting strategy empowered operations, training, and service teams to focus on high-impact fixes that reduced support call volume and safeguarded millions of transactions during the system transition.

Key Methodologies

  • Stakeholder Workshops: Facilitated cross-functional sessions to identify and rank customer and employee pain points

  • Journey Mapping: Visualized customer and employee experiences across both systems

  • UX Research: Conducted SME interviews and synthesized findings into succinct, actionable insights

  • Strategic Alignment: Created executive-facing artifacts to support confident, coordinated action