Summary
Developed prototypes for new dispute prevention strategies, aligning with H1FY26 goal planning to present a clear disputes vision that both reduces inbound demand and improves the customer and agent experience of reporting an issue with a transaction.
Summary
Researched the needs of vulnerable customers to understand support options for gambling addiction, then wireframed and prototyped self-serve prompts to manage in-app gambling blocks and facilitate external support.
Design, Data
Summary
Collaborated with Disputes Analysts to design and implement positive friction strategies, leveraging data to reduce inbound dispute volumes for frequent disputers. Led to a final saving of £2.5million in annualised operational costs.
Summary
Led the development and scaling strategy for a new AI-powered chat support experience, defining operating principles and coordinating with quality assurance teams to ensure continuous monitoring and improvement of the agent.
Summary
Collaborated with cross-functional teams to build, test, and scale workflow automation, significantly expanding coverage and reducing handling time for customer support.
Customer-focused Product & Operational Change Manager with 6+ years of experience at the UK's favourite bank.
I specialise in improving customer journeys and operational efficiency, with a proven ability to design, develop, and ship impactful changes with agile squads, using data and design thinking to significantly reduce inbound demand and scale operations for millions of customers.
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Summary
Leading product and operational change initiatives at Monzo Bank, focusing on customer journey optimsation, demand reduction, and strategic tool development to enhance efficiency and scale for millions of users.
Highlights
Spearheaded the design and implementation of demand reduction strategies, saving hundreds of thousands in annualised operational costs and significantly reducing inbound disputes.
Managed a 'customer problem' set, providing actionable insights that drove product team focus on high-volume, high-cost inbound demand areas.
Built and led a workflow production team, expanding workflow coverage across multiple domains and enhancing customer support efficiency.
Provided cover for a Lead Designer for 3 months, delivering multiple design briefs that significantly reduced operational demand across customer experiences.
Drove the operational development and delivery of AI-powered chat support experiences, defining operating principles and scaling review processes.
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Summary
Led the delivery of new workflow and dynamic form tooling, optimizing processes for customer support teams across the UK and South Africa to reduce handling time and inbound demand.
Highlights
Directed the end-to-end delivery of advanced workflow and dynamic form tooling, streamlining operations for customer support teams in the UK and South Africa.
Implemented multiple process improvements that directly reduced customer handling time and overall inbound support demand.
Collaborated cross-functionally with product owners to ensure seamless adoption and maximize the impact of new operational tools.