Visualizing member experiences for organizational focus and alignment
In 2022, a quarterly review of our loan products surfaced a trend of slowing growth and decreasing satisfaction among new members acquired through credit cards. The leadership of the line of business expressed confidence that improving the member experience would reverse the trends. I partnered with the product manager from the line of business to organize a dynamic project team aimed at addressing uncertainties and discovering key opportunities to drive more member value.
How we designed a strategy to shape a compliant future for our overdraft services
In late 2021, the CFPB announced efforts to crack down on aggressive overdraft fees with an intent to set and enforce more stringent guidelines that protected the consumer. The impending actions of the CFPB would have a direct impact on our overdraft services and an indirect impact to the unique benefits we offered our members. We needed to find a sustainable way to continue providing financial assistance while complying with new regulations and remaining profitable.