End-to-End Cardholder Journey Optimization Initiative

OVERVIEW:

A cross-functional initiative to map and improve the end-to-end cardholder journey across security and risk layers — identifying friction points, standardizing data logging, and expanding visibility dashboards to enhance the customer experience and reduce client attrition risk.

KEY PLAYERS:

  • Sr. Vice President of Global Operations

  • Vice President of Risk

  • Vice President of Customer Service

  • Vice President Engineering

KEY OBJECTIVES:

  • Build a comprehensive end-to-end cardholder journey map spanning security, risk, and fulfillment layers across Commerce and Incentives workstreams

  • Identify and quantify friction points and error clusters at each checkpoint in the journey

  • Establish a consistent data correlation framework across systems to enable end-to-end traceability

  • Develop and expand visibility dashboards across security, risk, and fulfillment layers

  • Establish quality measurement frameworks for security rule accuracy and escalation patterns

  • Reduce client attrition risk by delivering measurable improvements in cardholder self-service experience

KEY OUTCOMES:

  • PROJECT CURRENTLY IN PROGRESS