1. Voice of Customer research to understand the customer experience at dealerships, identify unmet needs and define opportunities for empowering field sales executives.
2. Engaged a v-team of architects, sales, product managers, and field executives in co-creation workshops to generate a vision, architecture and MVP for the integrated customer journey.
3. Collaborate with development teams to launch the MVP in market and measure impact on key usage and business metrics.
1. Interviewed strategic customers and system integration partners to support and strengthen the case for change and the strategy to increase direct customer engagement.
2. Facilitated alignment workshops with leaders of 7 Business Units to secure buy-in and define tangible opportunities to develop solutions.
3. Engaged 50+ v-team members in co-creation workshops to generate a vision, architecture and roadmap that would form the basis of a new End-Customer Engagement Platform.
4. Collaborated with development teams to launch the platform in market and measure impact on key usage and target metrics.
1. Voice of Customer and field research to understand financial and digital behaviors of rural customers - along with challenges in serving them in rural dealerships.
2. Co-creation workshops with business and technology teams to create a vision and experience for a self service application.
3. MVP development and pilot to test hypotheses and build organisational confidence to support scaled deployment.
1. Ethnographic research to understand the digital mindset of teenagers, their perspective on mobility and cars, and their digital preferences and behaviors.
2. Strategy workshops to build an executive case for change and investment into this strategic transformation.
3. Led a v-team to drive visioning and execution of the content experience and marketing journeys and launch the first campaign with their marketing agency to validate impact.