During my tenure as Head of UX Design at Metro Bank in 2018, I faced the challenge of enhancing customer financial literacy through the integration of AI and machine learning. This initiative aimed to address issues such as high customer debt and low engagement with the bank's mobile app.

My goal was to leverage AI and machine learning to create a solution that would improve customer financial literacy, tackle high debt, and boost engagement with the mobile app. I focused on understanding customer needs through empathetic research and leading the development of an innovative in-app feature.

I led a strategic initiative that involved conducting empathetic research to identify key issues. Collaborating with a remote development team, I played a crucial role in creating an in-app AI and ML feature. Our emphasis on feature discoverability, meaningful data analysis, and engaging UI interactions resulted in the first-ever AI & ML banking feature in the UK. The impact was significant, with 80% 5-star ratings for over a million insights generated in six months, and a substantial increase in mobile app adoption and retention. This success story showcased how my customer-centric approach and effective leadership in UX design could drive innovation, ultimately elevating Metro Bank's customer satisfaction and financial well-being.