The problem
A financial services business needed to understand how its customers really handled trade processing, and where it hurt. It had no structured way to turn what customers said into insight that could shape a roadmap or back a business case.
What I did
As an innovation product manager, I ran more than 15 structured customer discoveries across 2023 and 2024 with top-tier financial institutions, using the Jobs-to-be-Done approach. I synthesised the qualitative answers into product insights, confirmed which hypotheses held, and mapped customer journeys to find the pain points and the gaps worth pursuing. I worked with the product and UX teams, and took the findings to the product strategy teams and to customer advisory sessions.
The result
The discoveries informed several business cases worth £1M–£2M+ in total, including the validation of a new API-based solution, and the findings went into the product roadmaps. I left with a repeatable customer discovery process that later initiatives used as a template.