Coutts & Co. is a private bank and wealth manager, founded in 1692, based in London, part of the Royal Bank of Scotland/ NatWest Group's wealth management division.
Coutts & Co.
Royal Bank of Scotland Group
LONDON /ZURICH / EDINBURGH
ROLE: SENIOR INNOVATIONS DELIVERY MANAGER & CLIENT JOURNEY DESIGN MANAGER at COUTTS
I joined the RBS Group in May 2018 to lead innovation teams delivering new servicing propositions for the Royal Bank of Scotland Group (RBS Innovations hub in London).
A year later I moved to the Coutts & Co private bank, part of the RBS Group, to manage the implementation of client journey strategy for Understand Needs & Advice Journey (Investment and Wealth Management).
As the Journey Design Manager, I focused on embedding client journey design and service design thinking into process improvements and optimisation within the client journeys to improve both client and colleague experience.
Between 2018 and 2020 I facilitated design workshops with multidisciplinary teams, developed detailed service blueprints and client journey maps, led on strategic projects in capacity of a product manager, identified opportunities in improvements in Understand Needs & Advice journey, supported the Head of Advice and Suitability of Coutts & Co. in the alignment of the regulated advice process across client journeys.
I engaged designers, developers and frontline colleagues (advisers, analysts, private bankers) in collaborative sessions (online and on-site) resulting in new ideas and detailed designs for a number of projects transforming client journeys at Coutts & Co.
Working for Coutts & Co. offered an excellent opportunity to better understand ultra-high-net-worth clients, their needs and expectations for a delightful service, digitally enabled, from the oldest bank in the United Kingdom.
Video below presenting overview of one of the projects I was leading while working for Coutts.