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.
