In collaboration with fintech partner Pivotus Ventures, I defined the role of Digital Client Advisor and crafted engagement strategies for Umpqua Bank’s BFF app pilot, helping pave the way for the launch of the Umpqua Go-To app—a pivotal element in Umpqua’s Human-Digital strategy. I managed customer relationships through digital platforms, significantly enhancing engagement and retention. Additionally, I monitored and analyzed agent activities, recruitment, and engagement metrics, delivering valuable insights to executive management. My role also involved fostering strong relationships with multiple vendors and partners across various countries, ensuring seamless and effective collaboration.
Go-To was later acquired by Kony, Inc., which was subsequently purchased by Temenos Inc. This groundbreaking transaction marked the first time a traditional bank sold a proprietary technology asset to a FinTech company, setting a new precedent in banking innovation. The deal not only demonstrated the value of in-house banking technology but also signaled a shifting dynamic between traditional financial institutions and FinTech companies, highlighting how banks could monetize their internal innovations beyond conventional banking services.
Umpqua Go-To
Umpqua Go-To App
Innovation Team
As a founding member of Umpqua Bank's inaugural innovation team, I helped grow the group from its inception to ten members while driving a fundamental transformation in the organization's culture. This new team spearheaded Umpqua's evolution from a traditional bank into an agile, forward-thinking financial institution. I shaped our strategic direction and established the frameworks that guided how we identified, evaluated, and implemented innovative banking solutions
Team Kanban Board
User Feedback
I assisted in gathered insights from both our internal Go-To Agents and Umpqua Bank customers to inform the development of new features and functionalities for the Go-To app. This involved conducting in-person interviews, user testing, defect triage, new features implementation, and engaging in discussions with Umpqua's customer support team. The continuous flow of insights from multiple user feedback channels drove rapid improvements and shaped the evolution of the Go-To platform, ensuring the application remained aligned with real user needs.
White board session
