Shaping the Future of Investment Advisory at LGT Bank
I led UX strategy and Customer Journey Management for a complex investment advisory platform, aligning stakeholders around a shared view of the client journey, scaling design operations, and shifting the organization toward data-driven decision-making.
CLIENT
LGT Bank
YEAR
2023 - 2025
CATEGORY
Enterprise UX & Customer Journey Management
THE CHALLENGE
The platform suffered from fragmented workflows across trade execution, compliance, and client documentation, with two product teams working in silos and duplicating effort. Initial stakeholder resistance to user testing slowed evidence-based decision-making, and the organization lacked a shared standard for user research and design operations.
OUR SOLUTION
I drove strategic UX leadership alongside Product Management, introduced and scaled iterative usability testing within Agile sprints (with findings tracked directly in Jira), and championed the adoption of TheyDo to align two previously siloed product teams. I also led the first DesignOps initiatives at LGT Bank — standardizing processes and introducing AI-powered tools for interview synthesis and rapid prototyping — while mentoring a team of designers and contributing hands-on to UI delivery using the SAP Design System.
Platform Strategy
Journey Management
DesignOps & AI
RESULTS
-50%
Duplicated work across previously siloed product teams
1st
Journey management framework at LGT, using TheyDo to align teams around user experience
Specific product visuals and detailed workflows are omitted in compliance with NDA.
MORE WORK
DesignOps & Strategy
Growing UX Maturity & Embedding Service Design at Nestlé
VIEW CASE STUDY
Employee Experience Design