Where I add value across product, CRM, and digital channels.
A grouped view of the disciplines I lead and combine to deliver measurable outcomes in banking.
Product Strategy
Translating business ambitions into product vision, roadmap, and prioritized delivery.
- Product vision and roadmap ownership
- Backlog management and prioritization
- Stakeholder alignment across business and IT
- Cross-functional delivery
- Business impact measurement
CRM Transformation
Building CRM platforms that connect sales, support, and back-office around the customer.
- CRM Core and Customer 360
- Sales process automation
- Support process automation
- Customer lifecycle management
- Omnichannel interaction history
Customer Journey Management
Designing end-to-end journeys that work for both customers and internal teams.
- Journey mapping and ownership models
- Onboarding and identification flows
- Service recovery and escalation flows
- Cross-channel orchestration
Digital Channels
Shaping mobile, web, and contact-center channels into a coherent customer-facing portfolio.
- Mobile app journeys
- Internet banking journeys
- Digital onboarding
- Support channels (IVR, chat, chatbot)
- Sales channels
- Smart collection channels
Banking Operations & Automation
Removing manual work and turning operational processes into measurable digital flows.
- Process optimization
- FTE efficiency
- Dashboards and analytics
- AI-assisted operations
- Lead management
- Service quality improvement
Support & Sales Automation
Designing the operating models that let agents and RMs focus on customers, not tools.
- One-window agent workspaces
- Scripting and guided flows
- Queue and SLA design
- Lead routing and qualification
- Conversion analytics
Data, Dashboards & Analytics
Turning operational data into clear signals for product, business, and leadership decisions.
- Operational and product dashboards
- Funnel and journey analytics
- Service quality metrics
- Decision-support reporting
AI-Enabled Customer Experience
Embedding AI into customer interactions and internal operations in a controlled, measurable way.
- Chatbot and assisted-agent design
- AI-supported quality monitoring
- Knowledge and content automation
- Use-case discovery and pilots
Team Leadership & Operating Models
Building product organizations and operating rituals that scale with the business.
- Product cluster leadership
- Operating model design
- Agile practices and team coaching
- Vendor management
- Cross-functional stakeholder management