Tech Leadership

Pioneering Customer Experience Improvement with Control Tower

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Key Words: Agile Transformation, Customer Experience, Platform Leadership, Cross-functional Collaboration

 

Situation:

In my role as a senior engineering leader at a major financial institution, a substantial opportunity was recognized to elevate customer experience through a unique product, Control Tower. This initiative would provide customers unparalleled control over their accounts but necessitated a significant shift from traditional Waterfall methods to Agile practices.

 

Opportunity:

The creation of Control Tower was more than a technological endeavor; it was a chance to stand out among banking competitors by pioneering customer experience innovation. Additionally, it represented an occasion to refresh and modernize our development process.

 

Obstacles:

Challenges were twofold: firstly, the considerable paradigm shift from Waterfall to Agile methodologies, and secondly, fostering effective cross-functional collaboration at the early stages of product development.

 

Activities:

Navigating these complex challenges, the team was guided through the transition, incorporating early-stage planning and refinement ceremonies. The project was initiated by constructing backend services for integration swiftly, and seamlessly connecting these services with user interface design in a phased approach.

 

Results & Impact:

The agility of our approach and the strength of cross-functional collaboration culminated in the successful launch of Control Tower's first phase in a mere nine weeks. This achievement enabled customers to visualize their digital footprint and take control over their cards, cementing our position as an industry leader. The successful development underscored the effectiveness of embracing Agile methodologies and early collaboration, yielding not just a product but a transformative customer experience.