Macquarie Bank’s customer servicing tools
User research and data gathering (user & stakeholder interviews and data-driven analysis), and product strategy, design and development (overarching structure, user journeys, use cases, functional specifications, business rules and wireframes) of 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.
