Diana Marinescu - Service Designer
Montpellier
Summary
As a vibrant, dynamic and high achieving service designer with excellent relationship building skills, I am passionate about using human-centred design to create solutions that improve people’s lives. With experience in multiple industries and sectors including banking, telecommunications, Government, construction and entertainment, I pride myself on championing a customer-centric approach in everything I do, and thrive in collaborative environments where I can support others in growing and finding fulfillment. I am known as a pragmatic, process-driven and action-oriented professional who makes things happen and who has a reputation as a “safe pair of hands.” I am seeking a position where I can use my broad design, business and interpersonal skillset to find creative solutions to meet the needs of consumers whilst achieving organisational objectives.
Overview
17
17
years of professional experience
Work History
Service Designer, Design Practice
ASB Bank
Auckland
04.2021 - 10.2023
- Company Overview: ASB provides a range of financial services, including retail, business and rural banking, funds management, insurance through AIA New Zealand and IAG New Zealand, and investment and securities services through ASB Group Investments and Securities
- As a Service Designer at ASB Bank, I played a pivotal role in enhancing both employee and customer experiences through human-centered design
- I conducted qualitative and quantitative user research to identify needs, facilitating solution ideation with business stakeholders during ASB's significant technology transformation efforts
- I utilized tools like Miro and Figma to create deliverables and run workshops
- ASB provides a range of financial services, including retail, business and rural banking, funds management, insurance through AIA New Zealand and IAG New Zealand, and investment and securities services through ASB Group Investments and Securities
- Executed and delivered a redesigned, faster, and more efficient new joiner employee experience, benefiting both new hires and their managers
- Supported the Enterprise Analytics Modernisation program through design validation and executive-level presentation
- Developed a comprehensive Standard Operating Procedure for Property Checks as part of the Home Ownership Tribe within the first three weeks
- Delivered nCino Value Analysis outputs and led discovery workshops for strategic stakeholders to ensure problem definition and alignment
- Adapted to COVID-19 restrictions by designing and facilitating the first remote internal Design Practice Day workshop based in Miro
- Led working groups to redesign the Experience Design Chapter Post Implementation Survey and create a Design Process Framework for the ASB Design Practice
Senior Business Analyst, Retail Banking
ASB Bank
Auckland
08.2015 - 03.2021
- I joined ASB as a Business Analyst and was promoted to a Senior role in 2018, in the Financial Crime Compliance (FCC) Uplift Programme
- I took the opportunity to contribute outside my area of expertise, like the 'Clever Kash' and 'Josie the Digital Assistant' projects
- Lead BA for AML/KYC: Facilitated collaboration with SMEs and Senior Managers (Risk, Compliance, Delivery) on the FCC Uplift Programme, to define and implement the Ongoing Customer Due Diligence approach
- Lead BA for major Incentives pilot: The Incentives 2020 pilot was run across two Branch Banking regions for two quarters
- Designed and produced key customer facing documentation: Designed and produced both internal and customer-facing ID documentation for onboarding
Business Analyst | Contractor
Various Companies
Auckland
08.2012 - 07.2015
- Key Clients: Gen-I (now Spark Digital): As part of the Professional Services team, I was in charge of the high-level and detailed requirements for system change projects with strategic clients including Fonterra and Air New Zealand
- Auckland Council: Contributed to two of the key transformation programmes at Auckland Council: Data Centre Transition and NewCore
- Fletcher Building: I established the requirements for the migration to new WAN services of nearly 300 sites across 16 different business units
Business Consultant | Contractor
Rock Your Life Events (RYL)
Auckland
12.2011 - 06.2012
- Company Overview: RYL is dedicated to growing entrepreneurs and leaders globally and since 2006 has run almost 2000 events in 48 countries and worked with nearly 300 000 entrepreneurs
- I successfully delivered and managed local New Zealand event logistics and customer support as well as developed new business partnerships in Eastern Europe to promote and organise the international business event 'X-Factor Quantum Business School.'
- RYL is dedicated to growing entrepreneurs and leaders globally and since 2006 has run almost 2000 events in 48 countries and worked with nearly 300 000 entrepreneurs
- I worked with partners in six countries and over 10 cities for this project
Project Manager
Orange – France Telecom Group
Paris
07.2006 - 12.2010
- Company Overview: Orange S.A
- (formerly France Télécom S.A.) is a French multinational telecommunications corporation
- It has 266 million customers worldwide and employs 89,000 people in France and 59,000 people elsewhere
- I began as a Junior Project Manager for wholesale telecom network deployment within France and moved to a Customer Project Manager role in 2009, which involved managing multiple projects for corporate clients and facilitating communication with more than 30 different Account Managers
- Orange S.A
- (formerly France Télécom S.A.) is a French multinational telecommunications corporation
- It has 266 million customers worldwide and employs 89,000 people in France and 59,000 people elsewhere
- Deployed network infrastructure: As part of a team, I oversaw the nationwide deployment of the french data network infrastructure for CARREFOUR, #1 European retailer and #2 worldwide
- Scored highly in delivery and customer satisfaction: Functionally managed technical teams in France, Egypt, Brazil and Australia, achieving a 90% Success Rate of Delivery on Time and 10/10 Client Satisfaction Rate
Education
Master’s Degree - Information Technology
Polytechnic University of Bucharest
01.2006
Master’s Degree - Networks & Telecommunications
E.N.S.E.E.I.H.T.
Toulouse, France01.2006
Skills
- Design Thinking
- Customer Experience
- Change Management
- Customer Focus
- Process Improvement
- Customer and User Research
- Customer Journey Mapping
- Insights Creation
- Workshop Facilitation
- Project Management
- Business Analysis
- Business Process Design
- Cross-Functional Communication
- Problem Solving
- Critical Thinking
Methodologies
- Lean Six Sigma, Greenbelt Certified, University of Cardiff, UK
- Change Management Foundation and Practitioner, APMG International, 01/01/19, 12/31/21
- Agile (Scrum), Waterfall methodologies and Design Thinking, ASB in-house training
Artifacts used
- Customer Journey Maps
- User Research and Persona Development
- Findings and Insights
- Discovery Workshops
- Prototyping
- User testing
- Decision/Approach Papers
- Business Cases
- High-Level Requirements
- Detailed Requirements
- Stakeholder Management Plans
- Current State Discovery Summaries
- Gap Analysis
- Standard Operating Procedures
- Process Diagrams
- Change Stories
- Communication Plans
- Change Impact Assessments
- Change Readiness
Areas of speciality
- Design Thinking
- Customer Experience
- Change Management
- Customer Focus
- Process Improvement
- Customer and User Research
- Customer Journey Mapping
- Insights Creation
- Workshop Facilitation
- Project Management
- Business Analysis
- Business Process Design
- Cross-Functional Communication
Locations
- FR
- RO
- NZ, Auckland
Languages
- Romanian, Native speaker
- French, Highly proficient
- English, Highly proficient
References
Referee contact details are available on request.
Timeline
Service Designer, Design Practice
ASB Bank
04.2021 - 10.2023
Senior Business Analyst, Retail Banking
ASB Bank
08.2015 - 03.2021
Business Analyst | Contractor
Various Companies
08.2012 - 07.2015
Business Consultant | Contractor
Rock Your Life Events (RYL)
12.2011 - 06.2012
Project Manager
Orange – France Telecom Group
07.2006 - 12.2010
Master’s Degree - Information Technology
Polytechnic University of Bucharest
Master’s Degree - Networks & Telecommunications
E.N.S.E.E.I.H.T.
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