Keith BohannaHead of Digital CX
Bank of Ireland
Responsible for improving customer experience across all digital touch-points of the bank. I am the lead for the bank's roll out of a enterprise wide transaction survey platform with multiple work streams across functional delivery, data integration, end to end customer journey visualisation, eNPS and the mining of verbatim. I am also customer lead on the BOI GDPR programme, responsible for data mapping and business solution definition. Previously I delivered our new strategy for self care using FAQ's leading into assisted self care delivered via social and web chat and for the implementation of the first phase of that programme. I work with colleagues across the bank to support both customer journey mapping and design thinking.