KPI Framework & Journey Dashboards
Designed a comprehensive KPI framework aligning product goals with business outcomes, mapping customer journeys cross-referenced against the bank's observability model, and delivering PowerBI dashboards to drive data-informed decisions.
To measure key journeys to improve product adoption.
Business Problem
Inconsistent feedback across initiatives led to fragmented customer experiences and unclear performance insights, prompting the need for a unified approach to improve operational coherence and client satisfaction.
Approach
We designed a KPI framework that aligns product goals with business outcomes. Customer journeys were mapped across key product journeys, cross-referenced with the bank's observability model to identify the most relevant KPIs. These metrics were visualised using PowerBI dashboards.
Framework Development
Led a Pan-African business needs analysis, developing a structured framework to address sector-specific requirements. Mapped tailored services and applied the bank's observability model to track client journeys, enabling precise evaluation and informed support strategies that drove growth and improved alignment with enterprise needs.
KPI Ideation and Definition
Led cross-functional workshops to define key metrics across critical customer journeys, aligning data insights with customer needs and business goals. Identified indicators — from response times to satisfaction scores — that enabled more informed decision-making, improved customer experience tracking, and supported continuous service improvement through a shared understanding of performance drivers.
KPI Dashboard Development
Collaborated with product designers to develop Power-BI KPI dashboards aligned to core customer journeys. Insights from metrics such as response times and satisfaction scores drove enterprise-wide service improvements, informed strategic decisions, and delivered measurable uplifts in customer experience — enhancing our ability to tailor services to evolving user needs.
