Account Opening Experience, RBC Royal Bank of Canada
Led the design and research behind a major initiative to fix how new customers opened accounts, after diagnosing where the journey was breaking down for both customers and the business. Built and helped secure funding for the case for change, as part of RBC Royal Bank of Canada's broader shift to journey-focused teams. The solution that launched helped significantly shorten the time it takes to open a new account, open up opportunities for cross- and upsell, and improve client experience.
Multi-Market Design Coaching, Sun Life Asia
Coaching a regional design team through delivery of a major digital initiative, working across global, regional, and local teams to resolve cross-team friction and keep a complex, multi-stakeholder program on track. The engagement is ongoing, now extending into the next phase of business case development.
Catalyst Upskilling Program
Co-designed and helped launch an in-house leadership and capability-building program for emerging experience designers across global business regions — covering facilitation, communication, and design leadership "from any seat." First two cohorts of 12 people in each run have graduated, with the program now running as an ongoing, multi-cohort initiative.