Developing SERVICE DESIGN CAPABILITY
ROLE: SENIOR MANAGER - SERVICE DESIGN & GLOBAL CLIENT EXPERIENCE
LONDON / FRANKFURT/ DUBLIN / LUXEMBOURG
In May 2016 I joined the Global Client Experience team at Fidelity International in London, in the role of Senior Manager - Service Design. Over two years I worked with various servicing and operational teams in London, Frankfurt, Dublin and Luxembourg on numerous projects aiming at improving client experience and service setup. In each project client journey mapping was used to drive design of a desired client journey for personal investing propositions for UK and European markets.
Researching and understanding client needs, as well as emerging technology and digital trends, I challenged the business to adopt client journey mapping, embed necessary trainings, redefine KPIs, re-design client onboarding experience, and improve how client complaints are addressed both internally and across social media.
I demonstrated how service design improves the experiences of both the user and employee by designing, aligning, and optimizing an organization's operations to a well defined holistic customer journey map across digital and physical touch-points.
My service design work for Fidelity International focused on the following core activities:
Embedding service design methods in any service redesign or a new proposition design project.
Designing and facilitating service design and customer journey mapping trainings for various teams across UK and European offices.
Facilitating co-creative customer journey mapping workshops to define scope of projects or identify change opportunities.
Identify opportunities for improvements in how services were set up to improve client experience, improve NPS score and reduce number of complaints.
One of the projects I worked on while at Fidelity, was the robo-investment advise proposition: Fidelity Wealth Expert launched in Germany. With service design approach the new proposition was grounded in customer insights and defined through detailed customer journey maps and service blueprints.