Banking CX Workshops

Overview

I led customer experience workshops for major UK banks, bringing product, design, engineering and compliance teams together to align on where digital experiences were failing and what needed to change. The sessions were designed to turn scattered insights into clear product direction.

Role

Product & CX Consultant, BE Group

Highlights

• I led customer experience workshops for major UK banks, bringing product, design, engineering and compliance teams together to align on where digital experiences were failing and what needed to change. The sessions were designed to turn scattered insights into clear product direction.
• I facilitated structured workshops covering onboarding, payments, card management and servicing journeys. This included mapping end-to-end flows, highlighting friction points, reviewing behavioural data and aligning teams on customer needs.
• The workshops accelerated decision-making, reduced internal misalignment and led to several high-impact product changes. Teams gained practical clarity on what to build next and how to improve customer experience in measurable ways.

What I Delivered

I facilitated structured workshops covering onboarding, payments, card management and servicing journeys. This included mapping end-to-end flows, highlighting friction points, reviewing behavioural data and aligning teams on customer needs.

Impact

The workshops accelerated decision-making, reduced internal misalignment and led to several high-impact product changes. Teams gained practical clarity on what to build next and how to improve customer experience in measurable ways.