Gemma B.
Senior Ux Designer @Tesco Bank
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WORK HISTORY
Senior Ux Designer @Tesco Bank
My current role at Tesco Bank is part of Savings, which sits across two Agile delivery teams that support the Tesco Bank Mobile App and Online Banking. Defined business and customer value for digitising ISA transfers, created a phased roadmap for delivery. Delivered end-to-end journey maps, usability testing and stakeholder communications, resulting in measurable improvements for both customer and colleague. Conducted an in-depth analysis of customer research (quantitative + qualitative) to create 5 Savings Archetypes, now the foundation of the bank’s savings strategy across propositions, marketing, positioning and feature prioritisation. Shared widely to align teams around customer-centric priorities.Designed and implemented a design maturity survey, analysing strengths, weaknesses, and inconsistencies across the team. Presented findings to leadership and defined a strategy for continuous improvement, creating a baseline to measure future success. Customer closeness initiative to amplify customer voice through call listening, research insights, TNPS results, and verbatim feedback. Strengthened organisational empathy and drove customer-focused ways of working.Designed and delivered multiple cross-channel experiences, including ISA Applications (Online) – simplified application flows, Savings Account Closures (Mobile App), Interest Rate Transparency (Online & Mobile App) – improving transparency and compliance and Post-Application Engagement Communications (Email) – aligning communications to customer expectations
EDUCATION
University of Strathclyde
Masters of Engineering (MEng)
ABOUT GEMMA B.
Senior UX Designer
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