Account Opening Experience, RBC Royal Bank of Canada
Led the design and research behind a major initiative to fix how new customers opened accounts, starting with a close look at where the journey was breaking down for both customers and the bank. Worked with partners across the bank to build the case for change and secure funding, as part of RBC Royal Bank of Canada's wider move to journey-focused teams. The solution that launched significantly shortened the time it takes to open an account, created opportunities for cross-sell and upsell, and improved the client experience.
Multi-Market Design Coaching, Sunlife Asia
Coaching a regional design team through a major digital initiative, working across global, regional and local teams to ease friction between them and keep a complex, multi-stakeholder program moving. The engagement is ongoing and is now heading into the business case for the next phase.
Catalyst Upskilling Program
Co-designed and helped launch an in-house leadership program for emerging experience designers across global business regions, covering facilitation, communication and leading "from any seat." The first two cohorts of 12 have graduated, and the program now runs as an ongoing, multi-cohort initiative.