Test case study

When I joined the Risk & Compliance team at a global fintech in 2018, investigators were managing fraud detection, money laundering prevention, and regulatory compliance using Excel spreadsheets and juggling 6+ different applications per case. Over 18 months, I led the design and product strategy for three interconnected platforms that transformed how the company handled risk investigations globally.

The company processes millions of transactions daily. Every transaction flows through SINE (Scan Engine), a real-time risk screening system that flags potential money laundering, terrorist financing, sanctions violations, PEP matches, fraud, and policy violations. Flagged transactions become cases routed to one of 10+ specialized departments: PEP, SAR, AML, DD, EDD, CDD, ODD, BRM, Fraud, Underwriting, and Global Investigations.

The situation when I arrived:

• 10+ siloed departments — no shared case visibility, no communication protocols, redundant investigations on the same customer
• ~50 clicks per case across 6 apps — Email, Excel, Attack, Admin, Norkom, World-Check, each with separate logins and manual copy-paste
• Excel-based case management — a compliance rule kept data out of internal systems, so investigators ran financial crime cases in spreadsheets passed via email
• CSAT collapse — redundant verification requests, no centralized customer intelligence, high investigator burnout

The solution emerged as three interconnected platforms: SCM (Simplified Case Management) to unify investigation tools, HCP (Holistic Customer Profile) as a single source of truth for customer data, and CCI (Customer Centric Insights) to reorganize departments into persona-based teams with a modular widget platform.