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Senior
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Customer experience strategist supporting you to design effortless and consistent customer journeys
Christine Coyne
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
ANTHROPOLOGY: MARKETING: CUSTOMER EXPERIENCE: SERVICE DESIGN: Studying human behaviour Identifying & engaging Advocating and enabling an Aligning the operating model through ethnography target markets outside-in perspective to the customer journey
Markets
United Kingdom
Language
English
Fluently
Spanish
Good
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2014 - 2018
job
Specialist Bank and Asset Manager
INVESTEC BANK.
providing wealth management and financial solutions for Corporate and Entrepreneurial clients. It employs 8,000 people in the UK and South Africa.
Management, It, Manager
2016 - 2017
job
PRODUCT OWNER
CLIENT ONBOARDING.
Established and led a cross-functional squad with ownership of the onboarding product which transformed clumsy form-filling process
of account-opening into a seamless "3-clicks" digital experience.
- Introduced the IT team's agile methodology and scrum to a full E2E capability team, including Marketing, Risk, Ops to ensure
seamless end-user experience on and offline, removed silos to improve efficiency and team morale.
- Introduced OKRs, rolling-wave planning and rapid prototyping to our scrum and later across the bank's Change portfolio.
- Owned and prioritised the product back-log, roadmap and budget.
- Owned the business domain and related user insights to provide context to squad team and enable their ownership of OKRs.
of account-opening into a seamless "3-clicks" digital experience.
- Introduced the IT team's agile methodology and scrum to a full E2E capability team, including Marketing, Risk, Ops to ensure
seamless end-user experience on and offline, removed silos to improve efficiency and team morale.
- Introduced OKRs, rolling-wave planning and rapid prototyping to our scrum and later across the bank's Change portfolio.
- Owned and prioritised the product back-log, roadmap and budget.
- Owned the business domain and related user insights to provide context to squad team and enable their ownership of OKRs.
Marketing, User Experience, Scrum, Prototyping, Budget, Agile, Product owner, Rapid Prototyping, Onboarding, It, LED
2014 - 2015
job
senior leader updates
Town Halls.
team blog.
CHANGE PORTFOLIO MARKETING MANAGER. MAY 2014 - MAY 2015
Strategic marketing lead for the bank's Change portfolio, mapping as-is and designing to-be customer journeys and communications
across channels to ease the impact of change and drive engagement across a base of 60k private clients.
- Designed client journeys for banking platform migration
- Launched the Investec app & online banking, designed client comms, engagement strategy and customer feedback
- Delivered Professional sector client needs research to drive the Bank's target market strategy
CHANGE PORTFOLIO MARKETING MANAGER. MAY 2014 - MAY 2015
Strategic marketing lead for the bank's Change portfolio, mapping as-is and designing to-be customer journeys and communications
across channels to ease the impact of change and drive engagement across a base of 60k private clients.
- Designed client journeys for banking platform migration
- Launched the Investec app & online banking, designed client comms, engagement strategy and customer feedback
- Delivered Professional sector client needs research to drive the Bank's target market strategy
Marketing, Research, Strategic Marketing, Blog, Banking, App, Online, Manager
My education
?
-
2011
CHARTERED INSTITUTE MARKETING
Professional, MARKETING
Professional, MARKETING
?
-
2007
CAMBRIDGE UNIVERSITY
Bachelors, ARCHAEOLOGY & ANTHROPOLOGY
Bachelors, ARCHAEOLOGY & ANTHROPOLOGY
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