Helped the client establish a long-term plan to align every customer touchpoint with their vision for user experience.
We have worked on new features such as the new customer portal that kept coming up in customer feedback as a most desirable feature.
Revisited parts of the site and journey to simplify and optimise them based on customer testing sessions as well as feedback from various sources (customer success team, analytics)
Been working on a bespoke back office tool to manage everything from new contracts, complaints, customer data as well as heavy weight projects such as customer contract renewals after one year of operating.
Proposing new ways of working and collaborating instead of working in silos. Introduced new methodologies to help make a start up work faster.
