Replacing the role of Cookies, a Customer Data Platform (CDP) is a software solution that consolidates customer data from various sources to create a single, comprehensive view of each customer, enabling businesses to build personalised experiences and gain actionable insights.

One of the leading banks of Australia underwent a digital transformation that embarked on the exploration of a CDP technology to uplift Customer Experience (CX) capabilities. My role was to design a holistic Audience Reporting strategy that visualised the data from the CDP while aligning it with insights such as conversion rates and multi-product customer relationships. The audience-level data would allow the client to move closer to a customer centric reporting view, and away from a channel centric view which can be very siloed.

I was incredibly proud of how efficient, flexible and adaptable I was during this engagement. The project was incredibly ambitious, because in order to design a holistic data report we would need to workshop with key stakeholders that represent each banking product. Which ended up being up to eight different stakeholder groups. The process and deliverables include:

• Discovery workshops with the marketing and product team where we identify business metrics and ideate how audience reporting can be mapped according to the use cases.
  
• Discover the end users: who is inputting this data, communicating this data, and who is creating actionable insights from this data?
• Identify audience types/categories/patterns and reporting requirements.
• Co-design workshops that visualise data mockups for audience reporting.
• Consolidate these insights into wireframes to be presented for validation.
• Develop and deliver the audience reporting strategy document which finalises the design, recommends PowerBI implementation and a CX product roadmap.