Paul Whiting Email and Phone Number

Working within Omni Channel & Customer Experience, Digital & Open Banking.

UX and Service Design work specialising in mobile and consumer finance.Responsible for taking business initiatives and developing them into customer interaction designs across Barclaycard apps and web. Ready to explore and challenge business processes and procedures in order to promote positive change and deliver customer focused services and experiences. Able to explore business ideas and customer feedback to produce quality concepts and help the business visualise users solutions via face-to-face and WebEx presentations.Working closely with business stakeholders, business analysts, UI designers and developers whether as part of waterfall or agile methodologies. Able to discuss ideas, concepts, journeys, experiences etc. with all relevant parties up to accountable executive level as necessary.Producing personas, scamps, user journeys, maps, wireframes, prototypes and more to support initiatives and running card sorting and other customer research in order to validate thinking.Work includes:• Mobile UX covering everything from concept work, new services and features to existing journey optimisation. Working across both iOS and Android, with multi-device / cross channel considerations.• Sole UX for ground breaking Android NFC Contactless Mobile payments within the Barclaycard app.• Designer for online self service transformation work to review customer related MI and implement change resulting in significant uplift in NPS (new promoter score) figures.• Sole designer on major cardholder migration project transferring customers from 3rd party web servicing into Barclaycard online servicing.Tools include:• Axure wireframing• Omnigraffle• InVision, Axure & paper prototyping• Sketch• Coloured pens, paper, post-it notes, white boards etc. ;-)

Create technical solutions to deliver positive business change to both online and telephony customer channels. Presenting and discussing concepts and solutions frequently to gain stakeholder buy in and ensure smooth transitioning on project to build / test phases (waterfall!).Worked on new transaction disputing functionality within the mybarclaycard self service website and a new interactive voice recognition system for telephony customer servicing. Also chief solutioner on in-housing project of design agency work into Barclaycard.

Solutioning, design and some build work for the banking web and telephony applications.Expert in Java and related technologies, plus WebSphere Application Server, Tomcat, Wily, MQ and more.Worked on the mybarclaycard account servicing website, acquisitions website, Chordiant CRM desktop, Voice Recognition and Authorisation systems and more.

All aspects of web and telephony application design, build and test.Expert in Java and related technologies e.g. JDBC, JMS, JDO etc., plus WebSphere Application Server, Tomcat and more.Worked on the mybarclaycard account servicing website, acquisitions website and Chordiant CRM systems.

Supporting HR systems and assisting senior management with ad-hoc analytical tasks.

Worked closely with project teams to review planned system changes in order to maintain existing financial reporting and ensure it was not compromised during project implementation phases.

Ran a small team of two staff who many and varied IT projects to rationalise and improve existing business processes in the Finance Department using Microsoft Office tools such as MS Access and MS Excel.