I am a fintech generalist and have launched research platforms, designed mobile customer experiences, conducted customer testing, facilitated bank and fintech partnerships and demystified emerging technologies for banks.
I have eight years experience in the London and Berlin digital financial services sector and I have worked with over 30 financial service companies globally.
Innovation comes from understanding why a user starts a job and how they complete it. Using The Job to be Done Framework uncovers pockets of innovation in existing tasks, but also leads to new products and services which typically solve pain points in complete tasks. This is done by focusing on the why and how rather than the who is doing the job (a persona approach).
Applying this framework to CX development in financial services requires deep engagement with customers and markets. Building a bank for freelancers? Spend two days with freelancers to understand where they are spending excessive time on a task. Building a bank for expats? Identify the non-banking challenges associated with relocation and look to create a complementary digital service to your mobile app.
Understanding cultural nuances, for example how likely are customers to re-sell goods on platforms such as Shpock, how important is traveling for millenials, or if cash is still king (or queen), can serve as key factors in creating relevant customer experiences. The rise of fintechs, open API adoption and a greater propensity to collaborate across sectors has created an environment where fast and new product and service development is becoming standard within financial services. On the other hand, product, strategy and innovation teams are faced with pressure to replicate success in other markets and are flooded with ideas and opportunities.
There are hundreds of inspirational fintechs, banks, technology companies, loyalty providers, etc. that have developed and launched something that can provide inspiration and shed insight. Sourcing and understanding such initiatives can create both a more time effective and innovative customer experience. Knowing what to mimic and where to look to for inspiration (and which) is key for innovationing quickly.
Whether it be helping you understand your competitors' digital journeys, providing inspiration of digital best practices, identifying fintechs of strategic interest, or exploring the potential of emerging technology such as blockchain and decentralised marketplaces, I can quickly produce deliverables to meet your business requirements. My research is consultative in nature, as I work to understand the implication for you, your team and the business.
I support startups, banks and company builders in the early stages of product development. This includes facilitating ideation workshops, showing best practice journeys from leading brands, and microsite creation and customer testing (ethnography, depth interviews, focus groups and surveys). I have created and launched end to end mobile customer experiences in both fiat and crypto banking, including wireframing, storyboarding and customer testing.
I keynote and moderate events around the world. My recent keynote speeches include:
Fintech Matters Summit 2018 (Vienna, Austria)
“Evolving Ecosystems: The changing relationship between banks and fintechs”
EFMA 46th World Congress: Digital Transformation (Lisbon, Portugal)
Fintech Matters and Finance Innovate: Connecting the European FinTech Ecosystems (Bergen, Norway)
“Exceptional Customer Experiences”
CR2 Digital Banking Conference 2018 (Dubai, UAE)
“The Importance of Mobile: What does an exceptional customer experience look like and how can we achieve this?”
API Days 2017 (Berlin, Germany)
“Winning customer journeys: Who has already capitalised on open banking and what does this mean for customers?”
I tap into my global network of fintechs, experts and accelerators to curate fintech tours. These tours are typically targeted towards banking or corporate executives who are looking to meet fellow bankers to gain inspiration, meet fintechs of strategic interest and understand why certain cities are hubs in digital financial services.