Mo Abiodun

Service Design and Customer Experience professional with 10+ years applying human-centred design and service design thinking across insurance, banking and fintech. Skilled in facilitating stakeholder workshops, translating generative research into functional flows, journey maps and service blueprints, and framing design rationale for VP and executive audiences. Experienced partnering with Product Managers and cross-functional Agile teams to refine features, close experience gaps and turn research insight into implementation-ready design recommendations.

Customer Journey Mapping Consultant - Independent Consultant — Client: Aviva Insurance (Canada)

(2025-10)

• Create conceptual design artifacts including end-to-end customer journeys and functional flows across Sales, Service and Claims lines of business using the TheyDo platform, synthesizing cross-functional workshop insights into structured, decision-ready journey maps.
• Facilitate discovery and stakeholder workshops with claims, operations and product teams to surface pain points and design implications within complex insurance journeys, including property claims.
• Frame and present journey mapping outputs and design recommendations directly to business owners and VP-level stakeholders, translating research findings into strategic input for enterprise CX and service priorities.

Business Analyst, Customer Experience - City of Guelph (Ontario, Canada) - Ontario, Canada

(2023-06 - 2025-03)

Partnered with multiple teams to refine service design and optimize workflows, applying a human-centred lens to public-facing service delivery and contributing to enhanced customer satisfaction.

• Implemented and configured customer feedback (CSAT) surveys across all public-facing departments, translating real-time insight into service quality and design improvements.
• Led the organization's inaugural Customer Service Week, driving cross-functional collaboration and stakeholder alignment across departments.
• Achievement: Designed a tailored Customer Experience Maturity Model from scratch; a conceptual framework enhancing service delivery through strategic, data-driven process improvements in the public sector.

Customer Experience Manager - Leatherback (SaaS / Fintech) - Lagos, Nigeria

(2021-10 - 2022-10)

• Designed the customer engagement strategy, service standards and functional workflows that shaped the end-to-end onboarding experience, in collaboration with cross-functional teams.
• Devised onboarding experience improvements including tailored videos and 1-on-1 screen-share sessions — that guided 1,000 prospective customers through the journey, lifting acquisition and retention by 70% and reducing churn.
• Led an agile team of 15 beta testers analyzing usability feedback across web and mobile applications to refine the digital experience and improve support reliability.
• Achievement: Built the customer support function from scratch, including operational processes, KPIs, documented procedures and a knowledge management strategy.

Lead, Service Strategy & Culture - Sterling Bank - Lagos, Nigeria

(2021-02 - 2021-10)

• Facilitated design of the bank's First Response Resolution strategy through root cause analysis and stakeholder workshops, reducing contact centre escalations by 15% in 6 months.
• Shifted organizational culture from task-driven to customer-service oriented, telling the story of the service strategy to drive adoption and measurable NPS gains.
• Achievement: Implemented a Service Recovery strategy that increased Net Promoter Score (NPS) by 10% within 6 months.

Service Experience Manager - Sterling Bank - Lagos, Nigeria

(2018-07 - 2021-02)

• Championed and evolved the NPS program, embedding customer insight across departments to inform process optimization and loyalty-focused design initiatives.
• Collaborated within an agile squad to redesign a paperless withdrawal workflow bank-wide, reducing operational costs by approximately 90%.

Service Innovation & Standards Management Officer - First City Monument Bank - Lagos, Nigeria

(2016-01 - 2018-07)

• Developed a best-practices framework for operational efficiency grounded in customer insight, and partnered with Business Partners in Tech/Product to improve the mobile onboarding experience.
• Achievement: Automated the reporting portal used to collate monthly branch audit feedback, cutting report turnaround time by roughly 2 weeks.

Customer Analytics & Service Improvement Officer - First City Monument Bank - Lagos, Nigeria

(2012-09 - 2014-09)

• Designed and conducted internal and external customer satisfaction research using the Net Promoter System (NPS), synthesizing findings into service improvement recommendations.
• Conducted root cause analysis to identify and escalate experience pain points, and prepared monthly performance reporting to support managerial decision-making.

Master of Science - Service Management & Design - University of Warwick (2016-01)

Bachelor of Science - Economics - Covenant University (2010-07)