Macquarie Bank’s Customer Servicing Tools

User research and data gathering (user & stakeholder interviews and data-driven analysis), product strategy and development, and information architecture (overarching structure, user journeys, use cases, functional specifications, business rules and wireframes) for Macquarie Bank’s ‘Customer & Partner Servicing’ systems and tools, which comprised APIs & web-based UIs powered by Salesforce and Pegalicious.

In addition to the typical CX skills and responsibilities, this work required a wide range of skills, from project planning to technical requirements gathering. Within an Agile/SAFe environment, I had to bridge the gap between the business and the development team by facilitating ongoing conversations among team members and with other parties.

Work done at ASG Group, a consulting firm.


  • Client - Macquarie Bank, a financial services company
  • Date - 2017
Macquarie Bank’s Customer Servicing ToolsMacquarie Bank’s Customer Servicing ToolsMacquarie Bank’s Customer Servicing ToolsMacquarie Bank’s Customer Servicing ToolsMacquarie Bank’s Customer Servicing ToolsMacquarie Bank’s Customer Servicing Tools

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