NatWest-Digital Transformation

Project Scope

Redesign of the digital account opening process to enhance customer experience, reduce processing delays, and ensure full compliance with KYC/AML regulations. The project focused on workflow automation, fraud detection, and intuitive user journey improvements.

Key Responsibilities

• Collaborated with stakeholders, compliance teams, and product owners to define business/system requirements.

• Designed automated workflows for KYC verification and fraud detection.

• Created user stories, acceptance criteria, and documentation in JIRA/Confluence.

• Supported sprint planning, backlog refinement, and Agile delivery.

• Coordinated UAT, tracked defects, and ensured regulatory alignment.

Key Achievements

• Reduced account opening time by 40%.

• Increased conversion rates by 20% through streamlined user journeys.

• Automated 60% of KYC approvals without manual intervention.

• Improved overall customer satisfaction to 90%+.

• Ensured full compliance with KYC/AML standards.