The Challenge

From the 20th to the 21st century.
Banking is changing. As are the underpinning technologies and the expectations of our customers and employees. Transforming a 170 year old global financial institution, present in 53 markets, and with close to 90 thousand employees across seven distinct service offers, to become a client-focused, data-driven, digital bank.

The Goal

Accelerate the bank's transformation by uplifting core capabilities.
As head of UI/UX/CX, I drive design excellence, organization-wide. Through standards of practices, methodologies, tools and workflows, and the consolidation of design assets, knowledge and resources. In parallel, I support process simplification projects that are streamlining and automating the bank's key processes. My role here is to deliver value through Human-Centered Design practices and raising the voice of the customer.

My Approach

Be a catalyst for design excellence.
Facilitating the co-creation and management buy-in of strategic solutions to end-to-end process, workflow, tool and enterprise simplification. Actively building and maintaining a shared understanding of the vision and desired outcomes. I develop key operating models and frameworks that define how we collaborate and organize ourselves, what we uplift and standardize and what things we let go of and phase out. What we buy or outsource, and what we develop, build and maintain. Enhancing efficiencies and effectiveness, and the discipline to inform decisions by balancing human and business outcomes with pragmatic technical approaches.

Top Skills

Design Thinking • Digital Transformation • Customer Experience Transformation • Design Leadership • Strategy • Culture Change

Key Results 2023

• Defined and implemented the first bank-wide core Design Principles
  
  

• Developed and implemented a CX Measurement Framework, defined the standards and heuristics for each core metric, how it forms a CX index score, and how the metrics correlate to process and sales metrics
  
  

• Defined the business case for setting up a design tool team, as a fist step towards a global DesignOps team. Consolidation of 17 design systems to one, with ADO integration and automation, the governance and contribution models to sustain it, and the metrics to prove its ROI