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Work Background
ScotiabankService & Systemic Designer
Jun. 2022Toronto, Ontario, Canada— In collaboration with product owners, responsible for aligning organizational processes with human needs, identifying systemic barriers and challenging traditional operating models in service of customer-centric solutions. — Responsibilities entail: Conducting service experience evaluation to build a comprehensive inventory of moments-that-matter with associated service factors and elements, to then reimagine future-state customer and employee experiences digitally and beyond; Conducting customer and landscape research to gain behavioural insights and business opportunities; Mapping ecosystems, journeys, and service blueprints to investigate, validate and tell compelling stories of interconnected systems and people — Promote the evolution and adoption of a Service Design mindset and allied disciplines, such as Pluriversal Design and Systems Thinking, to influence product and CX practitioners to lean toward human- and planet-centric solutions.
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RBCSr Manager, Strategic Initiatives & Change Management
Feb. 2019 - Jun. 2022Toronto, Ontario, Canada— Responsible for integrated planning of large-scale strategic and transformation management initiatives and implementing "right-sized" program governance, improving execution and escalation processes and enabling effective resolution by senior leaders. — During the Covid pandemic, co-designed readiness assessment and pilot initiatives to optimize the transition to future ways of working, undertook various research to inform success measurements and delivered culture-enabling training to help build capability for hybrid excellence.
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The World BankAdvisor, Publicity & UX
Nov. 2015 - Jan. 2019— Responsible for mapping cross-border business processes and inter-agency systems in 9 countries to create guided journeys on trade information portals that helped importer-exporters ensure regulatory compliance. — Collaborated extensively with geographically dispersed implementation teams and stakeholders to define the vision and value propositions of a digitized trade facilitation product suite. — Delivered training on UX and citizen service design best practices to assist participating government agencies in re-engineering their business processes for customer-centric solutions.
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International Federation of Red Cross and Red Crescent Societies - IFRCCommunications Manager
Nov. 2013 - Jul. 2015Dhaka, Bangladesh— Designed a system for crisis communication to 0.8 million people regularly affected by natural disasters by analyzing and enhancing tools and business processes for emergency response. — Led humanitarian diplomacy initiatives, including regional analysis on aid requirements for 50,000 undocumented Myanmar citizens, which generated inter-agency collaboration and funding.
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BRACSr Communications Manager
May. 2011 - Oct. 2013Dhaka, BangladeshSpearheaded an integrated PR strategy for 14 county offices, including high-value media coverage by Forbes, Fast Company, The Economist, and The Guardian, that changed the organization's traditional donor-recipient relationship with the UK and Australian governments to a partnership between equals.
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UNDPSystem Analyst
Aug. 2009 - Dec. 2010Dhaka, BangladeshAnalyzed business processes to recommend technological interventions to deliver last-mile citizen services, which led to large-scale ICT project development in key sectors like agriculture, health and law enforcement.
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