Jigna is available for hire
Hire JignaJigna Goldsmith
Verified Expert in Product Management
Product Manager
Location
London, United Kingdom
Toptal Member Since
May 19, 2020
Jigna is a highly skilled product manager with over 15 years experience in the retail finance industry working with Tier 1 banks and startups, including NatWest, RBS, and Barclays. Jigna has a passion for customer experience, understanding pain points and identifying solutions. She has designed product vision, led development, and launched a number of high-profile digital propositions for online and mobile, working with teams of 25 strong in multiple locations.
Project Highlights
International Payment Journey for Tier 1 Retail Bank
Led the complete redesign of the international payment journey for online banking and launched in the mobile banking app for retail customers.
Senior Product Owner: Digital Channel and Customer Experience
Successfully launched 26 features on iOS and Android mobile apps within three months for a startup product.
Supplier Product Manager
Successfully launched an online event ticketing booking and travel booking service, resulting in 75% booked online
Expertise
Work Experience
Senior Product Owner: Digital Channel and Customer Experience
2019 - 2020
NatWest Markets Bank
- Led the development of a startup product's online and mobile channel experience strategy. Gained buy-in from senior stakeholders on the importance of having a consistent CX and UX across both channels.
- Managed three verticals: CX, onboarding, and security, across online and mobile. Created the product vision and roadmap for delivery.
- Set up the processes to conduct tests and learn of features with customers prior to rollout. Trained other product owners on how to utilize the user testing tools and incorporate into their go-to-market model.
- Transformed silo teams into a united high-performing agile team, driving efficiency and creating training opportunities.
- Led the design and proposition development of the foundation features for the mobile app and successfully delivered 26 features on iOS and Android within three months.
- Line managed a team of three designers, guiding them on the redesign and the user experience.
- Defined the product vision, roadmap, and backlog priorities for continuous improvement.
Senior Product Owner: Digital Payments and Mobile Platforms
2016 - 2019
Barclays Bank
- Led the product owners for international payments and mobile platform software. Strategically planned and prioritized the product roadmap to drive optimization, continuous improvement, usage, and value.
- Delivered a complete redesign of the international payment journey in online banking and launched in the mobile banking app, which achieved over 80% user adoption of digital payments.
- Implemented a suite for real-time validation of key information, improved user experience, and logical flow to reduce 70% drop-out in the funnel, drive STP, and reduce complaints.
- Collaborated with cross-functional teams to define and shape the payment proposition.
- Line managed a direct report, overseeing the product ownership of contactless mobile and mobile merchant payment journeys.
- Worked with multiple third-party suppliers to implement mobile platform software, identify solutions, and prioritize the backlog.
- Identified opportunities to improve discoverability of payments in the mobile app.
- Drove continuous improvement of the payment journey and regular prioritization of the payment backlog.
Senior Product Owner: Account Opening
2015 - 2016
Barclays Bank
- Led product ownership for digital account opening and developed strategic digital propositions for account opening across various product sets.
- Reviewed the end-to-end customer application journey, identified improvements, and created a product roadmap.
- Worked in collaboration with a number of cross-functional teams to develop and test propositions.
- Digitized a number of application processes and reduced funnel drops outs in the journey.
Senior Consultant: Digital Banking
2014 - 2015
CAPCO Consulting
- Acted as the key subject matter expert in digital banking across a number of high-profile projects.
- Led the development of digital experience projects, propositions, and proposals for large UK banks, global investment banks, and the private banking sector. Gave regular presentations to prospective clients.
- Led and facilitated a number of customer research sessions and created a set of recommendations for the client. The insights were used to develop new propositions for a new target market.
- Shaped the end-to-end customer experience and user experience for digital channels including adoption, onboarding, CRM, and digital process design. Adopted a hands-on approach with sketching wireframes and creating clickable prototypes.
- Identified opportunities to improve online and mobile offerings and client portfolio growth.
Head of Customer Transformation
2013 - 2014
NatWest & RBS Retail Bank
- Led a team of four, reporting directly to MD Digital. Developed the customer transformation strategy with the aim to reduce the impact of digital on other channels.
- Identified opportunities and solutions to optimize digital functions. Successfully digitized a number of manual processes resulting in the freeing up of capacity.
- Influenced senior stakeholders to take ownership and deliver on key initiatives. Regularly represented digital teams and presented to the exec board.
Lead Journey Manager: Social and Community
2012 - 2013
NatWest & RBS Retail Bank
- Line managed a team of three, reporting to the head of digital service.
- Developed and implemented an on-site social strategy to drive NPS for digital servicing and engagement.
- Mapped the customer journey and defined the user experience of a new online self-serve support center; this drove a reduction in 15% of calls within the first three months.
- Shaped the improvements to drive usage and engagement with Ideas Bank, a crowdsourcing proposition.
- Developed strategy, shaped the customer journey, and led implementation for a new community forum.
- Successfully built strong relationships with the social media and social contact teams as well as various agencies.
Lead Journey Manager: Digital Adoption
2010 - 2012
NatWest & RBS Retail Bank
- Led product management in driving adoption and advocacy KPIs.
- Shaped the end-to-end customer journey for digital fulfillment of online adoption, resulting in the removal of paper-based login credentials.
- Led development and managed the build of a bespoke branch app and iPad implementation to c.300 branches to drive advocacy of digital banking in a branch network.
- Managed the build and implementation of interactive online and mobile banking demo for iPad and online.
- Led the design and product development of a new budget tool for online and tablet, this received a 4* Fair Banking award.
- Achieved a "Helpful Hero" accolade for continuous drive and delivery of service improvement initiatives.
Supplier Product Manager
2008 - 2010
NatWest & RBS Retail Bank
- Managed contracts for 10 key strategic third-party suppliers ranging from travel to insurance providers.
- Effectively managed suppliers to ensure contractual obligations were met.
- Developed an online strategy to deliver a single customer view of benefit usage, which allowed us to monitor customer interactions and engagement.
- Evaluated supplier tender proposals for new benefit propositions.
- Compiled business cases and presented to senior management, finance, and directors.
Youth and Teens Product Manager
2007 - 2008
NatWest & RBS Retail Bank
- Managed day-to-day product efforts of the Youth Accounts team for both NatWest and RBS brands.
- Shaped and implemented a new incentive fulfillment process for RBS Student Campaign.
- Successfully launched new teen accounts for 11- to 15-year-olds. This included application journey, onboarding, and activation.
- Successfully launched an automated personalized debit card process.
Student Product Manager
2005 - 2007
NatWest Retail Bank
- Successfully delivered the student campaign, making NatWest the number one bank for students for two consecutive years.
- Managed the end to end delivery of the account opening journey, including application, onboarding, and activation.
- Received an Achievers Award, an accolade for my significant role in the successful 2005 Student Campaign.
Project History
International Payment Journey for Tier 1 Retail Bank
Led the complete redesign of the international payment journey for online banking and launched in the mobile banking app for retail customers.
Acted as the lead product owner to deliver an optimized international payment journey. Created the product vision and identified solutions which would drive business KPIs. Introduced real-time validation and improved UX and dynamic tooltips to reduce fallouts, increase STP, and reduce complaints. Presented the strategy to senior stakeholders and obtained buy-in and funding to deliver the changes. This resulted in over 80% of international payments going through digital channels.
Senior Product Owner: Digital Channel and Customer Experience
Successfully launched 26 features on iOS and Android mobile apps within three months for a startup product.
Led the design and proposition development of the foundation features for the mobile app defining the customer and user experience. Set up the processes to conduct tests and learn of features with customers prior to development to validate assumptions, resulting in successful 100% usage and adoption.
Supplier Product Manager
Successfully launched an online event ticketing booking and travel booking service, resulting in 75% booked online
Developed an online strategy to deliver a single customer view of benefit usage of added features of a fee paying bank account such as mobile insurance, event tickets and travel. This resulted in measuring and tracking customer interactions and engagement which helped identify opportunities to further optimise benefit usage. In addition this led to the development of a new online ticket and travel booking service which delivered 75% of all bookings to be delivered online.
Education
1999 - 2002
Bachelor of Arts Degree (Hons) in Accounting and Business Studies
Middlesex University - London