Ecosystem Design - Multi-channel innovation programme

Lloyds Banking Group Credit Operations identified a YoY increase in failure demand in non-secured and secured lending. Engaged as Interim Design Lead to reduce failure demand. Supported 7 product owners by integrating design capability into Financial Wellbeing Innovation Lab; collaborated on new Target Operating Model; incorporated systemic design methodology; embedded live experiment-based solution development; and led root cause analysis of processes, policy, regulations and tools used to help customers experiencing financial difficulty. Succeeded in reducing failure demand beyond targets.