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Role: Consultant Business Analyst
Agile Scrum
BritNova Consumer Brands Ltd., a major financial services organisation, initiated a digital transformation programme to modernise its customer onboarding experience. Despite a strong market presence, BritNova faced a 35–40% drop-off rate during digital onboarding—particularly at the document upload, KYC, and compliance verification stages.
The organisation recognised that fragmented systems, manual checks, and limited customer visibility were causing inefficiencies, missed revenue opportunities, and inconsistent user experience. The programme aimed to reduce onboarding friction, increase conversion rates, and ensure full regulatory compliance, while keeping onboarding time under 10 minutes.
BritNova struggled with several operational and system-level issues:
Fragmented systems (Salesforce, OpenText, FLEXCUBE, Refinitiv) with limited real-time connectivity
High document rejection rates due to weak validation and manual re-entry
Customers lacked visibility into application status, leading to drop-offs and frustration.
Compliance backlog caused by false matches and labour-intensive manual reviews.
Operational inefficiencies were slowing approvals and impacting cross-sell opportunities.
These challenges directly impacted customer satisfaction, onboarding conversion rates, and revenue.
As the Consultant BA, I was responsible for leading analysis across business, digital, and compliance teams, defining solution requirements, optimising the onboarding workflow, and supporting delivery through Agile sprints.
Conducted interviews with the Chief Digital Officer, Compliance Managers, IT Architects, Operations Leads, and Contact Centre representatives
Facilitated cross-functional workshops to align user needs with compliance and technical constraints.
Developed a stakeholder communication and RACI plan for the onboarding programme
Performed a root cause analysis to identify breakdowns across document upload, KYC validation, and data synchronisation points
Captured and documented functional and non-functional requirements in Confluence
Created detailed Epics, User Stories, and Acceptance Criteria in Jira for sprint planning
Prioritised user requirements based on business value and compliance risks
Mapped AS-IS workflows for onboarding, identity verification, document submission, and screening
Designed TO-BE journeys incorporating real-time ID validation, automated checks, and customer visibility
Developed process, data flow, and API interaction diagrams using Lucidchart
Collaborated with IT to align API integration strategy with Salesforce ↔ OpenText ↔ FLEXCUBE data exchange
Built Power BI dashboards to monitor: Drop-off rate, End-to-end turnaround time, Document rejection frequency, Compliance review backlog
Delivered automated KPI reporting integrated directly into Confluence
Prepared UAT scenarios based on risk, regulatory conditions, and customer personas
Coordinated UAT cycles for digital, operations, and compliance teams
Logged, triaged, and validated defects in Jira
Supported post-implementation review and continuous improvement recommendations
Documented lessons learned and proposed process refinements for subsequent releases.
Ensured alignment with AML, KYC, and FCA regulatory requirements
Lucidchart
SQL
Power BI
Jira
Confluence
Microsoft 365
ServiceNow
Reduced onboarding drop-off rate by 18% during pilot (target: 20%)
Cut onboarding time from 25 minutes to 11 minutes through workflow automation.
Improved CSAT scores by 12% post-launch
Increased transparency and reduced support escalations by 30%
Delivered real-time dashboards embedded in Power BI and Confluence
Strengthened collaboration between Digital, Compliance, and IT, streamlining delivery
Laid the foundation for scaling a fully automated onboarding experience