Financial Services

ENABLING BANKS TO DELIVER AI-POWERED FRONT OFFICE SERVICE

As Principal Designer, I led the vision for ServiceNow’s FSO Front Office, transforming onboarding, account management, and case resolution with AI-driven workflows that help banks and insurers serve customers faster and smarter.

Partnering across product, engineering, and design systems, I drove alignment and accelerated platform innovation—shipping AI-guided onboarding, Customer 360, and voice-enabled support. These solutions positioned FSO as a leader in financial services innovation, driving measurable improvements in both customer experience and operational efficiency.

Focus area: AI, Financial Services, Customer Experience

ONBOARDING

In the onboarding project for Tier-1 banks like Wells Fargo, we set out to reimagine the business banking customer journey. Our focus was on equipping both customers and representatives with intelligent, conversational support powered by AI—including Now Assist—to simplify documentation, business verification, and account setup, while providing CSRs with real-time insights and next-best actions.

By streamlining handoffs between AI and specialists, we enabled banks to onboard clients faster, reduce friction, and deepen relationships. This project shows how AI can turn onboarding from a checklist-driven task into a personalized, trusted partnership—delivering better experiences for customers and measurable results for leading financial institutions.

Call Service Representative

In our Front Office initiative for Tier-1 banks and insurers, we reimagined the CSR experience during live customer interactions. Our objective was to reduce cognitive load, eliminate system-hopping, and equip representatives with intelligent, real-time support through Now Assist.

We embedded contextual insights directly into the interaction record—using live transcripts, customer data, and intent detection to surface summaries, risk indicators, related cases, and next-best actions. Instead of searching across tools, CSRs receive guided prompts and personalized recommendations in the moment.

By partnering closely with Platform and CSM teams, we ensured the solution builds on shared components and scales across industries. The result is a more confident, proactive CSR—able to resolve issues faster and deliver a more trusted experience.