Customer Experience Journey Mapping

Role: Business Analytics Consultant

While working with ClickFox, I acted as account manager and business analytics consultant for multiple clients, predominately in the financial services, telecommunications, and utilities industries in the US and Europe. I engaged organizational leadership in creating customer experience goals and recommended interaction channel improvements based on CX and industry trends. I also analyzed customer experiences across multiple interaction channels, designed customer experience flows, and trained teams on how to get targeted results from behavior analyses. I worked closely with the engineering team to provide customer feedback and user stories for new product features.

Unsuccessful Website Log-Ins

The slides below were taken from a deck containing multiple customer behavior analyses, insights and recommended improvements developed for a major UK bank. I completed this analysis during a month-long software proof of concept. I collaborated with a team of data analysts and information architects to clean, organize and ingest 3 months of data from multiple customer interaction channels, including Web, Interactive Voice Response (IVR), Agent and Mobile Web. I later presented this analysis to bank executives, resulting in a year-long contract.

One Click Loan Channel Leakage

I completed the below analysis as a quick display of ClickFox /McKinsey journey capabilities. The below image looks at customer interactions within 7 days of an initial loan application attempt. This analysis utilized partial data ingested from a major U.S. bank.