Henry Palmer

Director, Experience Insights @Northern Trust

Chicago, IL, US

Devising client loyalty metrics - I’m advocating for a program to collect both structured and unstructured client experience data across all touchpoints, match it up to key contextual data (e.g. CRM data, the composition of a client’s service team, market conditions, etc.), and feed it into predictive analytical models to assess the probabilities of critical client actions like attrition, organic growth, and referring Northern Trust to a peer.Digital product analytics strategy - Devised the methodology for tagging analytics events (pageviews & user actions) to ensure high-quality and consistent analytics across an extensive portfolio of Northern Trust digital products. Facilitated workshops and conducted numerous research interviews with digital product teams to understand their data needs and apply the methodology to their particular application. I help teams collect the data they need in a format they understand that yields meaningful insights for their product strategy and development prioritization.Dashboard prototyping & design - Built prototype dashboards in Miro, creating data visualization and dashboard design best practices along the way. Conducted evaluative feedback sessions to ensure the dashboards were clear to end users and reflective of their needs. Worked closely with developers to bring the dashboards to life in Microsoft Power BI or Google Looker Studio.Human-centered design training/coaching - Coordinated an internal “Center of Excellence” training/coaching program for the still-new-at-the-time, central innovation and design team. In collaboration with fellow subject-matter experts, I approached each of the ten classes like a service design opportunity,– creating slide decks, workbooks, in-session activities, and leaving plenty of time for coaching/Q&A where attendees would share topical scenarios from their own work at the bank.

Texas A&M University

Bachelor of Science (B.S.), Mechanical Engineering

Institute of Design (ID)

Master of Design, Design Strategy