Building a cross-channel digital servicing ecosystem

• Customers

struggled to find the right help

dropped into contact channels unnecessarily

lacked awareness of existing app features

encountered duplicated or inconsistent content across channels

I led the redesign of TSB’s servicing ecosystem across web and app — creating a connected model that improved discoverability, increased containment, and introduced reusable infrastructure that reduced delivery cost and release dependency.

Turned fragmented support into a scalable digital servicing model — improving customer confidence while reducing operational cost and delivery friction.