Cassy Wraith Email & Phone Number

Toronto, Ontario, Canada

Current Activities Include:- Monitor market and industry trends to develop a deep understanding of the FX and payments space- Develop knowledge base and deep understanding of competitor solutions Monitor customer behaviour and collaborate with insights teams and directly with customers to develop a deep understanding of customer needs, attitudes, and behaviours- Build understanding of existing American Express capabilities, productsand new initiatives- Hypothesise target customer value propositions and marketing claims, and collaborate with R&D and UX teams to define journeys, storyboards and collaborate with R&D and UX teams to define journeys, storyboards and wireframes- Define objectives and key results associated with initiatives, including reporting requirements- Collaborate with product-development teams to build out capability and feature level journeys that remain true to the intended objectives and value proposition- Collaborate with product-development teams to prioritise propositional features within releases- Work directly with UX teams to ensure UX experience remains true to target value proposition- Collaborate with regional product management teams to monitor success of proposition in market and identify opportunities to optimise

As part of the Mobile Secure Access team I was:- Responsible for ensuring to provide world class security experiences and reducing fraud through the effective suite of layered controls in collaboration with HSBC’s cybersecurity, risk, fraud and financial crime disciplines. As part of my role:- I owned the delivery of regulatory, business and technical changes for the Global Product relating to security and authentication journeys across 4 development teams and 37 markets. - I was responsible for acting as the bridge between developers, designers, copywriters and both business and external stakeholders when discussing feature requirements, resolving blockers and ensuring that as a team we are delivering the right outcomes for the customer based on the overall strategic vision.

London, England, United Kingdom

Leeds, United Kingdom

Leeds, United Kingdom

Designed and led the end to end delivery of a suite of applications and features that benefit colleagues and customers for the Tablets in Branch Programme. Key Responsibilities:• End to end delivery of a suite of applications and features released to branch service platform (serving c.2000 retail branches) starting from the creation of epics, features and user stories through to RTL (route to live). • User story creation and delivery of business banking on-boarding capability to the enterprise tablet platform. • Provided leadership, prioritisation and refinement of the backlog to the Scrum Team. • Developed and agreed the common strategies and principles for release management across both mobility and application deployments.• Maintained, planned and managed all release activities for app deployments ensuring all changes are clash managed.• Lead and co-ordinated the Go-Live activities including T-13, Go/No Go checkpoints and ensuring alignment of resource and release prerequisites are complete prior to deployment.• Managed risks and resolved issues that may affect scope, schedule or quality of features/deliverables.• Chaired fortnightly New Demand Forum’s whereby new requests were impact assessed and prioritised. • Maintained and managed the Roadmap for all new deliverables. • On-going ownership of applications, responding to business critical/high severity live incidents.

Jersey, United Kingdom

Key Responsibilities• Drove service improvement activities by creating a comparative review on the ICITS helpdesk against my knowledge and experience of the UK helpdesk and coming up with ways in which they can improve. • Was trusted to complete highly sensitive activities, including a project whereby I had to allocate the correct job descriptions and titles for all the colleagues (50+ colleagues) across the Channel Islands and in effect assisted the Senior Manager to restructure the entire IT department in preparation for a critical A-Day. • Analysed spreadsheets on active directory groups and used this information to liaise with colleagues/ teams in order to clear any unnecessary or unused groups as support for the DTP (Windows 7) project.

Key Responsibilities:• Responsible for providing both technical support and advice for colleagues, having both an awareness of a vast knowledge of the banks systems and operations and having the added responsibility of collecting confidential customer information responsibly and securely. • Took on additional responsibilities alongside my day to day role such as providing analysis of the latest data and trends in terms of call reductions and looking at ways we can improve customer experience. • Extensive knowledge of both service delivery tools and the set processes to follow when it comes to major incidents, Third Parties, SLA’s and escalations.