MICROSOFT · STUDIO DIRECTOR, INDUSTRY CLOUD SOLUTIONS
I led the experience design studio responsible for bringing Microsoft Cloud for Financial Services to market—translating complex data, AI capabilities, and regulatory requirements into experiences that made decisions more understandable, governable, and useful.
Studio leadership · Team building · Industry research · Product UX
Turn Microsoft’s platform capabilities into a coherent financial-services experience.
Regulated workflows, sensitive data, multiple roles, and decisions whose effects compound downstream.
The work required more than compliant interfaces. We needed to preserve the context behind data and recommendations so every person downstream could understand how a consequential decision was made.
Show where data, classifications, and recommendations came from—not only the result.
Carry rationale and prior decisions forward so the next analyst did not act on incomplete information.
Place review, permissions, and accountability where decisions occurred.
Working with the Narratives team, we showed how financial, behavioral, and demographic data could support a unified customer view and more relevant next actions—without losing the context behind those recommendations.
A unified customer view helped service representatives understand the person, the relationship, and the evidence behind AI-assisted insights and next-best actions.
Life Moments brought significant customer events into the unified view, making them visible at the point where representatives interpreted needs and chose the next action.
The timeline preserved interactions, events, and alerts across channels so representatives could understand what happened before acting on a recommendation.
Relationship mapping revealed the people and groups around a customer, helping banks understand shared assets, influence, and opportunity without flattening complex relationships into a single profile.
A concise view of all the financial products that a bank customer has allows bank customer representatives and branch managers an opportunity to see all the products that a customer currently has as well as products they would benefit from considering. Relevant notifications are also presented in this view, to assure that the next interaction with the customer is most meaningful.
For mortgage processing, we designed a Teams-embedded application that combined collaboration and scheduling with a clear, role-based process experience.
A consolidated view of past and current loan applications gave representatives a reliable picture of status, history, and the work required next.
Self-scheduling let customers choose the need, time, location, and meeting format that worked for them while giving banks a more flexible service model.
The closing vision explored how a trusted customer view and responsible recommendations could support the next generation of retail banking experiences.
