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Work Background
Youtap LtdHead of Product Design
Apr. 2021Auckland, New Zealand · On-siteStrategic Fintech Leadership: Lead a team in developing innovative solutions across Youtap’s portfolio, including digital banking, merchant services, loyalty and promotion. User Engagement Through Self-Service: Formulated an all-encompassing self-service strategy that bolstered user sign-up success rates by an average of 30%. AI & API Capabilities for Operational Efficiency: Deployed API-enabled automation and AI-to-API systems for complex tasks such as refunds and card requests, resulting in a 25% reduction in customer support inquiries and manual checks and human interventions. Customer Base Expansion: Spearheaded the global team in launching a flagship product, achieving a 20% revenue increase and a 40% customer base growth within two years. Product Innovation and Market Leadership: Deployed new features including group payment capabilities, loyalty and rewards experiences, and cardless GetCash ATM withdrawals, enhancing Youtap's product capabilities. Global Cross-Functional Leadership: Facilitated seamless collaboration across multi-time-zone teams, expediting product launches and ensuring global alignment through detailed documentation and design-to-code integration. Design System Governance: Created and maintained a comprehensive design system, streamlining design processes and enhancing consistency, efficiency, and scalability.
The Good WorkshopAdvisor & Founding Member
Apr. 2019Cologne, North Rhine-Westphalia, Germany · RemoteFounding Member & Strategic Guidance: A founding member of The Good Workshop, an innovation management platform that supports organisations to plan, track and automate their innovation programmes. Instrumental in the company's initial setup and strategic direction, contributing to a valuation of $950K according to Latka. Product Development: Development of the innovation management platform from concept to launch.
Business Development: Identified and capitalised on business opportunities, including partnerships, acquisitions, and new markets. Product Impact: The Good Workshop has supported organisations to: -Develop innovation strategies that led to a 15% increase in client engagement and a 20% reduction in project delivery times. -Client retention strategies that contributed to a 10% increase in recurring revenue. -Introduced risk assessment and mitigation strategies that reduced project risks by 12%, enhancing the company's resilience and sustainability.
Brilliant BasicsCustomer Experience Director
Jun. 2018 - Apr. 2019London, United KingdomStrategic CX Leadership: Pioneered CX thought-leadership frameworks that were adopted by major clients, accelerating their digital transformation journeys. Global Client Engagement: Managed high-profile relationships with multinational corporations such as BASF, Mercedes, and Siemens, achieving a 95% client satisfaction rate and facilitating multi-million dollar contracts. Core Banking Product Overhaul: Facilitated the strategic product redesign of Finacle, one of the world’s most adopted core banking platforms, serving 1 billion customers. This led to a 25% increase in engagement and a 15% reduction in customer service queries. Finacle Backend Optimisation: Implemented backend optimisations in Finacle that improved transaction processing speeds by 20%. Allowing the platform to better handle peak loads. Revenue and Market Share Growth: Played a key role in strategies that led to a 15% increase in company revenue and expanded market share, including the acquisition of new clients and upselling advanced solutions to existing clients. Cross-Functional Alignment: Created alignment between technology and business teams, resulting in a 20% improvement in project delivery times. For instance, facilitated the integration of AI capabilities into customer service operations for a leading European bank.
Brilliant BasicsLead Strategist — UX & Product Design at Brilliant Basics
Sep. 2017 - Jun. 2018London, United Kingdom
FLF PRODUCT DESIGNProduct Management Contractor
Oct. 2014 - Jul. 2017United KingdomIn a contracting capacity with FLF Product Design, I provided product management expertise, focusing on end-to-end digital product development, and research and development initiatives. Currencies Direct Team Leadership: Led a team of 10, overseeing end-to-end product development that focused on KYC processes, sign-up flows, and chatbot integrations. User Experience Optimisation: Successfully revamped the digital onboarding experience, resulting in a 35% decrease in user drop-out rates.
Data-Driven Decision Making: Utilised behavioural analytics tools like Amplitude Analytics to optimise the platform for different user cohorts. Santander - KiTTi Mobile Wallet Innovative Product Development: Spearheaded the design and development of KiTTi, a mobile wallet designed for group savings and payments, continuing work that was initiated in my earlier roles at Sapient Publicis and further developed at Monitise Create. KYC & Signup UX: Implemented improvements in the KYC and signup user experience, contributing to a 20% increase in successful sign-ups. UX Redesign: Achieved a drop-out reduction from 60% to 35% through UX redesign. Monitise Create - Visa Europe Future Banking Propositions: Collaborated to lead UX and UI teams in developing three future banking propositions for Visa Europe, resulting in a 20% increase in client engagement for the projects. KiTTi Mobile Wallet Product Continuation: Built upon my earlier work at Sapient Publicis by contributing to the KiTTi mobile wallet proposition at Monitise Create, laying the groundwork for its innovative features and functionalities. This led to a 15% increase in user adoption during the initial launch phase. Cross-Team Collaboration: Facilitated effective communication between UX/UI designers, developers, and stakeholders, expediting timelines by 25% and enhancing product quality.
SapientNitroSenior Designer
Jan. 2012 - Jun. 2014London, United KingdomBusiness Growth: Successfully won new digital transformation clients, including EE and T-Mobile UK (GBP 1.1M), a German Telco (GBP 1.5M), and a UK-based FMCG company. Barclays iPad App: Served as the design lead for Barclays Bank's first iPad app, reducing queuing time in branches by 15%. Award-Winning Banking App: Led the design for a core banking app that won a BIMA and Cannes Lions award and attracted 2.5M users.
Saatchi & SaatchiArt Director
Jan. 2010 - Dec. 2011Düsseldorf Area, GermanyInnovative iPad App: Designed the first iPad app for Toyota. Acclaimed Sound-Mapping App: Created a sound-mapping app for Lexus International. AR Experience for Toyota Germany: Launched the first Augmented Reality (AR) experience in automotive advertising for Toyota, resulting in a 70% increase in test-drive sign-ups.
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