In close collaboration with the CX Manager, business analysts, stakeholders and legal & compliance, I helped define the requirements for introducing electronic customer verification (ECV) of end clients onboarded by Advisers.
The project aimed to provide a way for end clients to verify their identity directly with CBA instead of requiring certified, 'wet signature' documents via the Advisers, and by doing so, drastically reduce the time to onboard new clients.
We achieved this by updating the client onboarding process to include a 'hand-off' from advisors to their clients for verification directly with the bank via a mobile app.
I conducted multiple iterations, incorporating feedback gained from user testing with both Advisers and end clients.
