AMEX OPUS
AMEX has many tools with CRM capabilities across different teams (US vs international). In an effort to reduce cost and improve NPS, the CRM system, OPUS, was created as a customer servicing tool for travel agents to manage customer relationships.
Processes
We worked in 2 week sprints that I managed via Jira. Our client would submit design user stories where I would then access and provide an LOE and assign accordingly to fellow designers. When necessary, we would collaborate internally for the best design solution. Prior to reviewing with the client, I would review internally with the designer and make adjustments where needed.
My Role
As the lead designer, I led a team of two other Senior Designers. I was responsible for designs on user stories that I assigned to myself, along with reviewing and solutioning with other designers for their user stories. I also facilitated user testing sessions and trained fellow designers on best practices.
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