top of page

Below are samples of my work at Truist, I am happy to share more details in person!

1. Business Lifecycle Advisory

A go-to-market strategy designed to enable relationship managers to deliver tailored advisory solutions aligned with commercial clients' business lifecycle stages.

Truist_idyh1U9_iZ_1 2.png

GOAL

Develop a client-centric, lifecycle-based advisory strategy to enhance commercial banking relationships, improve client satisfaction, and increase strategic client engagement.

ROLE

As the Lead Service Designer, I conducted comprehensive client and stakeholder research, facilitated co-creation workshops, and developed key service design artifacts, including client atcheype, journey maps and stakeholder maps. My role was pivotal in translating client and business insights into actionable strategies and tangible resources, such as the BLA Playbook and Leaders Handbook, enabling Relationship Managers (RMs) to effectively implement the new advisory framework.

IMACT & OUTPUTS

  1. Established BLA as the cornerstone go-to-market strategy for the Commercial Banking segment, directly enhancing client-centric approaches.

  2. Conducted over 90 hours of interviews with clients and internal teams, informing robust personas and journey designs.

  3. Created a comprehensive BLA Playbook adopted by relationship managers, significantly improving their advisory effectiveness.

  4. Facilitated talent development through the Leaders Handbook, fostering RM capabilities for sustained client advisory success.

  5. Delivered measurable business impacts post-launch, including a 17% increase in commercial client satisfaction and a 13% rise in likelihood-to-recommend metrics.

  6. Supported identification of over 21,300 actionable solutions for clients, uncovering potential revenue opportunities amounting to $1.2 billion.

ADDITIONAL LINKS 

  1. https://www.truist.com/commercial-corporate-institutional/banking/business-lifecycle-advisory

2. Truist OneView (TOV)

Truist OneView is a digital payment platform tailored for wholesale banking clients, designed to consolidate financial information, streamline banking operations, and enhance interactions between clients and the bank.

GOAL 

Optimize and enhance the Truist OneView digital platform by improving the end-to-end client journey, identifying key areas for investment, and facilitating seamless client onboarding and payment experiences.

ROLE

As the lead Service Designer, I conducted comprehensive research including journey mapping, stakeholder interviews, quantitative modeling, and collaborative workshops. I developed a detailed Journey Atlas to prioritize platform improvements, collaborated closely with UX and product teams, and created future-state journey ecosystem maps to inform strategic decisions.

IMACT & OUTPUTS

  1. Designed a comprehensive Journey Atlas and quantitative prioritization model, enabling targeted improvements across critical journey touchpoints.

  2. Enhanced core platform features such as Integrated Payables and Document Exchange, resulting in significantly improved user experience and operational efficiency.

  3. Facilitated cross-functional alignment through co-creation workshops, integrating insights from UX, product, and business stakeholders.

  4. Delivered detailed future-state ecosystem maps, clearly defining strategic investment areas and guiding product enhancements.

  5. Streamlined the client onboarding experience, reducing friction and accelerating time-to-value for clients.

bottom of page