Digital Platforms
While leading the Digital First initiate, I lead the creation of three platforms to deliver insurance services.
Sales and Registration
Intended to either sell a policy or to register a device post policy creation. This platform included direct and indirect payments, one-off and monthly reoccurring. As the platform evolved it got more intelligent and was able to self register mobile phones, tablets and laptops. Add on features would include damage and hardware checks.
Customer Service
For everything in the life of a policy . Policy changes, device updates, documentation, renewal, and of course claims. As the claims journey evolved anti-fraud was added and a "tell-us-once" service (informed police, carrier, and locked the SIM and phone in one go - optional data wiping).
Sales and Customer Services Deployments
Sales and Customer Service platforms combined the formed the basic of all product offerings. The new clients won through the benefits of the digital platform (cost and speed to implement) resulted in 15 million new policies underwritten.
Key: ^Upgrade, *New
Barclays^ (UK), Boulanger* (FR), Carma^ (FR), Carrefour* (FR), Coop* (UK), CYBG* (UK), Darty* (FR), El Cortes Ingles* (ES), Fnac* (FR,ES,PT), H3G^, (DE,IT), Halifax^ (UK), Lloyds^ (UK), MediaMart* (NL), MediaWorld* (ES,PT), Nationwide^ (UK), Optus* (AU), PYB^ (UK), Samsung* (IT), SFR* (FR), S-IMK* (DE), Telefonica* (UK, ES), TIM* (IT), TSB^ (UK), Visa* (UK), Whirlpool* (IT)
Hubb
A digital version of the value added bank account. Also allowed the migration outside retail banking into card issuers. Linked multiple services into an apparent single "add-on", including; mobile cover, roadside, travel cover, homecare, perks. Hubb scaled an existing services and expanded it's offerings and flexibility with value added bank accounts and value add card benefits.
All services were built for scalability, a global customer base (although split as EU & ANZ, NA, LATAM).
Hubb Deployments
Key: ^Transition from call centre version, *New
Banks
Bank of Scotland* (UK), Barclays^ (UK), CYBG* (UK), Halifax^ (UK), Lloyds^ (UK), NAB* (AU), Nationwide^ (UK), RBS^ (UK), TSB^ (UK)
Card Issuers
Ital* (Puerto Rico, Argentina), Mastercard* (US,CA,MX), Royal Bank of Canada* (CA), TD Bank* (CA), The Bank of Nova Scotia* (CA)
Related Videos
Video ACSS Concept (Internal only)
Created late 2015 to promote the idea of a single platform approach. The video uses mockups to show how a journey could work. By 2016 a prototype was working with core functionality and backend connections via newly defined APIs.
Digital for Europe - Connecting the Dots
Created and published mid 2017 to highlight some of the things Digital in Europe has done for the business. This was one of the "connecting the dots" videos, a monthly vlog from the wider team.