I managed technical and business teams in the delivery of a customer decisioning app that integrated into the call-centre desk-top environment. This was web-based desk-top application that advised agents which product or service recommendation to put forward for each customer. Customer journeys were analysed and mapped out and a new user-experience designed.
I matrix managed teams through the mapping of customer journeys and data dependencies, analysis, design, build and test of the customer decisioning solution.
The customer’s propensity (to buy products and services) was calculated by a set of rules engines supported by complex data-models. Applied ML/AI to improve accuracy automatically. The data models were abstracted from constantly enriched data warehouses, data-lakes and big data sources. Business rules were overlaid onto the propensity model output to determine the customer recommendations.