Onboarding
Building a team
Opening an account at Bank of Valletta
To open an account you have to prove who you are, show you're eligible and hand over the right documents. I joined BOV in 2025 to set up service design, and this is where we started.
Organisation
Bank of Valletta, Malta
When
2025 to now
Role
Manager, Customer Experience
Scope
Personal and business accounts
Why it mattered
Account opening is where identity checks, anti-money-laundering rules and branch staff all meet the customer at once. Applying for a benefit or a permit has the same ingredients.
What made it hard
[TBD: e.g. KYC and AML rules, older core systems, branch and digital teams working separately]
What I'm setting up
One owner for each journey, looking across branch, phone and app. A shared way of doing research and blueprinting. [TBD: confirm, and add first changes shipped or being tested]
What's changed so far
[TBD: early results, e.g. drop-off, time to open an account, rework, staff time. Rounded or relative numbers are fine]
Working on a regulated service?
I’m always glad to compare notes with people in finance, healthcare or the public sector, especially if you’re working out where AI belongs.