Dilanka Tyrer

Background

About Dilanka Tyrer

Energetic customer experience crusader with a passion for creating customer obsessed culture, backed by 15+ years of extensive experience in customer strategy, service design and developing Voice of the Customer programs across all channels and customer interactions. Consistent focus on client research to understand customer needs and identifying actionable insights to drive awareness and instill client-centric decision making across business partners.* Responsible for leading digital platforms, delivered complex strategic enterprise-wide digital transformation in Agile environment to increase sales/product origination, customer experience and adoption across pre-sign on public sites and post-sign on secure platforms.* Accountable for building strategic partnerships for Business Banking, provided value-added services for clients while driving acquisitions and revenue growth to innovate beyond day-to-day banking. Primary focus on: 1. Creating Strategic Alliances 2. Client Tools & Digital Capabilities 2. Third Party Deals 4. Internal Efficiency/Productivity Enhancements * Ability to build strong relationships, communicate effectively and influence stakeholders at varying levels from front line sales/support to executives. Managed diverse teams fostering a culture of collaboration, innovation and high performance to solve business challenges while empowering them to exceed client expectations, and creating value to help make clients ambitions a reality. Area of Expertise:* Customer Experience Strategy, Design & Operations * Human Centered Design Thinking and Service Design * Voice of the Customer ethnographic market research, Insights and Customer Journey Mapping * Complex Digital Transformation and Integrations * Strategic Partnership Discovery, Development and Management * Artificial Intelligence (AI) Enablement and Digital Delivery * Channels Strategy & Optimization [Digital (Online, Mobile), Retail Stores, IVR, Contact Centre]* Program / Project Management (PMI Standard) and Agile delivery (Scrum & Kanban)* Organizational Change Management (ACMP Standard, Prosci - ADKAR Model)* Business Process Design & Continuous Improvement (BPMN modelling, Lean Six Sigma, Process Re-engineering)