What rotations did you experience as part of the graduate program?
My first rotation was as an associate business analyst in the connected channel project team. We worked together to implement the first ever artificial intelligence customer facing chat channel that connects our customers to a support contact to assist with their banking needs. This role involved working alongside many teams including customer care, risk, compliance, analytics and a range of external vendors.
My next role I was as an associate project manager where I worked within the product simplification and customer pricing platforms. During this rotation I was fortunate enough to manage a project that supported our valued St George customers.
During my final rotation as a transformation capability associate in the IB Customer Journey Lab, I worked with a team to examine the end-to-end experiences of our customers. From here we were able to identify any pain points and process issues and ultimately improve the overall customer experience by using problem solving, lean techniques and design methodology.
What has been a highlight of the graduate program?
I’ve loved working with industry leaders and innovators to deliver transformational change throughout the program: in other words, figuring out what customers want and how to give it to them. For me, one of the clear highlights has been working with the project team who are implementing the virtual assistant, Red, which is gradually being made available to customers. In this project, I was able to gain an understanding of IBM Watson and how we can pair these technologies with people to make better customer experiences. I was also able to write a few of the jokes and social content that Red will say.