Touchpoint Orchestration in a Colossal Ecosystem

​Designing a world class personal finance service experience, spanning multiple digital and human engagement offerings. Began with an inventory and audit, looking at the range of tools, advice, and information currently available, and understood customer needs through in-depth 1-on-1 interviews. Visualized complex systems and developed future strategy that reinvented the use of behavioral science, organization structure, digital systems and core value proposition. Supported client team in socializing envisioned strategy to leadership and get buy in across business units for investment needed to implement.