Engagement Overview
Engaged to lead product development across a live platform while simultaneously delivering capabilities for its planned cloud-native replacement, alongside a virtual contact centre initiative. The engagement required clear prioritisation across competing demands, disciplined requirements definition, and coordinated delivery to ensure business-critical services remained stable while new capabilities were introduced at pace.
Platform Product Development
Problem
The organisation operated a legacy platform that remained critical to mortgage brokers while simultaneously developing a modern cloud-based replacement. This created competing priorities across two active products, with limited clarity on sequencing, ownership, and requirements. Without structured prioritisation and refinement, delivery risk increased across both platforms, threatening business continuity and slowing progress towards the new cloud-native solution.
Outcome
Delivered a Financial Qualification capability that enabled platform users to obtain a Decision-in-Principle within minutes rather than days. This involved aligning front-end and back-end requirements to deliver a reliable, user-facing solution that materially improved broker experience and reduced time-to-decision.
Stabilised feature delivery across the live legacy platform while accelerating development of the new cloud-based replacement, ensuring customer needs continued to be met without compromising progress on the new platform. Clear prioritisation and sequencing across parallel workstreams enabled multiple teams to deliver predictably, maintaining service continuity while advancing platform transformation.
Virtual Contact Centre
Problem
The organisation supported over 2,000 advisers and mortgage brokers operating across firms of varying size, but lacked a shared capability for lead capture, call routing, and appointment booking. As a result, brokers frequently missed high-intent (hot) leads, struggled to manage inbound demand, and spent significant time manually triaging calls, reducing conversion and operational efficiency.
Outcome
Delivered an initial virtual contact centre capability that brokers could onboard to at an additional cost, providing a shared solution for lead triage and call routing. The platform enabled intelligent handling of leads and removed the need for brokers to build and maintain their own bespoke solutions. The service was rolled out to over 200 branches within the first year.
Iteratively enhanced the solution with appointment booking and scheduling, enabling advisers to focus on qualified appointments rather than inbound call handling. This significantly reduced average handling time and improved adviser productivity by shifting effort from triage to customer engagement.