Designing Complex Enterprise Platforms That Scale Across Millions of Users and Thousands of Agents
I'm Rebecca Kim, a Product Design Leader with 15+ years of experience driving platform modernization, design governance, and system architecture across enterprise telecom, financial services, media, and SaaS ecosystems.
I specialize in untangling complex operational challenges: translating rigid backend constraints, real-time data schemas, and AI models into intuitive, human-centered interfaces that connect business strategy directly to measurable operational impact.
7,000+
Rogers Care & Retail Agents
10,000+
TELUS Casa Support Agents
35M+
Manulife Global Customer Base
40M+
TWN Multi-format Consumer Base
Rogers OneView Resi Platform
Enterprise Billing Architecture, OTT Automation & Omnichannel Design Systems
Lead Product Designer (Platform UX) | 2024 – Present | Scope: ~7k Care & Retail Agents, 294 Retail Stores
Rogers supports over 20 million customer connections across wireless, internet, TV, and streaming. OneView Resi is the mission-critical internal platform used by care and retail agents to manage subscriptions, billing, promotions, and multi-product changes.
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Strategic Focus: Re-architected high-volume transactional workflows, integrated backend RAM permissions and SAM key validations into component states, and governed tokenized design systems to drive systemic consistency and transaction velocity.
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Key Challenges: Fragmented legacy billing systems, late eligibility validation errors, and extreme backend ambiguity across new OTT bundling initiatives.
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System Execution & Impact:
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Architected end-to-end OTT automated activation and subscription management workflows, eliminating manual processing bottlenecks.
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Engineered standardized state-driven UI patterns (Unavailable, Pending, Conflict) in shared libraries to mirror real-time backend constraints.
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Supported the national StreamSaver rollout, driving an industry-leading 58% margin performance (vs. global telecom peer benchmarks of 30%–45%).
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Designed the UX strategy supporting a projected ~$39M annual AutoPay business benefit.
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TELUS Casa Agent Platform
AI-Assisted Workflows, Responsible GenAI (CCAI) & Multi-Brand System Governance
Lead Product Designer (Platform & AI UX Lead) | 2021 – 2024 | Scope: 10,000+ Support Agents (TELUS & Koodo)
TELUS supports 19+ million customer connections. Casa is the core multi-brand agent desktop used to troubleshoot, manage, and service wireless, home, security, and streaming products.
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Strategic Focus: Spearheaded platform experience modernization across Overview/360, C360 tools, and diagnostic systems while leading Google Contact Center AI (CCAI/Gemini Enterprise) integration with human-in-the-loop validation frameworks.
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Key Challenges: Steep training overhead, fragmented legacy DT1 software, post-call note-taking bottlenecks, and AI hallucination risks in high-stakes customer calls.
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System Execution & Impact:
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Architected human-in-the-loop AI note generation and real-time agent assist, featuring confidence scoring and source attribution that reduced Average Handling Time (AHT) by 8.14% (saving 2.5 minutes per call).
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Redesigned SmartHub CED diagnostic platform, reducing technical support AHT by 27% (saving 12 minutes per call).
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Established the Storybook-backed Casa Design System (CDS), cutting agent training requirements by 76% and increasing operational handling capacity by 30%.
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Manulife Financial Ecosystems
Regulated Financial Workflows, Security & Enterprise Accessibility Architecture
Lead UX Designer | 2016 – 2021 | Scope: 35M+ Global Customers, 1,200+ Advisors
Manulife is a global financial services leader serving over 35 million customers across insurance, wealth management, group benefits, and retirement solutions.
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Strategic Focus: Architected end-to-end B2B2C user journeys across high-risk regulated transaction flows, advisor dashboards, goals-based investing tools, and enterprise AODA/WCAG accessibility frameworks.
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Key Challenges: Fragmented legacy portals, strict regulatory compliance, and complex data models requiring balanced clarity for both end-customers and financial advisors.
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System Execution & Impact:
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Streamlined complex self-service claims and account management journeys across Group Benefits, Securities, and Group Retirement Solutions (GRS Transact).
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Established reusable UX frameworks and Digital Asset Management (DAM) structures integrated within Adobe Experience Manager (AEM) for enterprise scale.
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Embedded WCAG AA / AODA accessibility standards across high-volume customer portals and advisor decision-support dashboards.
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The Weather Network (Pelmorex)
Multi-Platform Design Systems, Data Visualization & Monetization UX
Lead UX/UI Designer | 2011 – 2016 | Scope: 40M+ Global Multi-Platform Users
The Weather Network is Canada's leading weather authority, delivering real-time forecast and environmental data across mobile, web, and wearable devices.
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Strategic Focus: Unified fragmented mobile ecosystems across Android, iOS, and wearables while balancing high data density with commercial ad monetization constraints.
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Key Challenges: Disconnected platform experiences, buried severe weather alerts, high cognitive load from time-series data, and intrusive ad layouts hurting usability.
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System Execution & Impact:
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Pioneered one of Canada's earliest commercial implementations of Google Material Design, building custom design token taxonomies and responsive grid frameworks from scratch.
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Designed intuitive temporal data visualizations for minute-by-minute precipitation forecasts, interactive radar layers, and environmental health indices.
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Led multi-method usability testing program that achieved a 77% user preference score for the redesigned app while optimizing commercial ad-slotting architecture without degrading core usability. (23%: Perception of too many ads)
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Vortex Mobile (Early-Stage Craft)
Cross-Platform Mobile Prototyping & Interactive Campaign Design
Graphic / Web & Mobile Designer | 2008 – 2011 | Startup Environment
A fast-paced mobile marketing agency delivering mobile-first applications, interactive campaigns, and digital experiences during the early smartphone transition.
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Strategic Focus: Designed and shipped native cross-platform applications (iOS, Android, BlackBerry) and interactive web microsites under tight delivery timelines.
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Impact: Handled end-to-end interaction design, motion graphics, and front-end development (HTML/CSS/JS/Flash) for major brands including Scotiabank, Dell, Rogers, and Shoppers Drug Mart: building the foundational speed, technical curiosity, and product ownership that define my leadership today.
ABOUT & LEADERSHIP PROFILE
Strategic Mindset & Operating Philosophy
I design scalable digital systems that connect business strategy, technical constraints, and human needs. I thrive in complex, highly ambiguous environments where clarity, structured governance, and cross-functional alignment are required to deliver enterprise outcomes.
🏆 Design Leadership at Scale
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Team Management & Coaching: Directly managed and mentored product designers; currently guiding a cohort of 6 product designers deployed across major enterprise client environments (including CIBC and Loblaws). Focused on structured onboarding, skill matrix progression, and career pathing.
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Executive & Cross-Functional Alignment: Proven track record leading cross-functional teams of 15–20+ stakeholders across Engineering, Product, Operations, Security, and Compliance.
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Service Architecture & Facilitation: Expert in facilitating service blueprinting, journey mapping, and alignment workshops that defuse cross-departmental gridlock and establish tangible product directions.
How I Operate
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Frame the Right Problem: I align business, technical, and user perspectives to define clear system-level opportunities before solutions are designed.
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Architect for Scale: I design reusable workflows, interaction patterns, and component token frameworks that eliminate design debt and ensure front-end implementation consistency.
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Influence Through Artifacts: Service blueprints, interactive prototypes, system diagrams, and Storybook documentation create clarity across disciplines, removing ambiguity in engineering delivery.
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Drive Measurable Outcomes: From discovery through live delivery, I partner closely with engineering and product leaders to validate solutions, embed WCAG accessibility standards, and optimize against real-world operational KPIs.
🧩 DESIGN SYSTEMS & GOVERNANCE
"A system only works if it’s easy to adopt, thoroughly documented, and evolves alongside real product needs."
I treat design systems as products. My approach bridges design intent with engineering reality by establishing mirrored token structures, standardized component states (Unavailable, Pending, Conflict), and clear contribution governance.
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Pattern Audits: Systematically identifying UI inconsistencies across multi-product suites.
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Component Standardization: Documenting interaction states, API logic requirements, and responsive behaviors.
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Accessibility Alignment: Integrating WCAG AA / AODA standards directly into core component specs.
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Developer Alignment: Partnering with front-end teams (React, MUI, Storybook) to ensure zero-loss translation from Figma to code.
🧰 CORE COMPETENCIES MATRIX
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Design Leadership & Governance: Distributed Team Leadership, Direct Line Management, Design Mentorship & Career Coaching, Quality Assurance, Design System Governance
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Product & Platform Strategy: Enterprise SaaS Architecture, Service Blueprinting, Problem Framing, Workflow Optimization, Value Stream Alignment, Trade-off Negotiation
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Complex Interaction Craft: B2B/B2C Enterprise Dashboards, High-Density Workflows, AI/LLM Interaction Guardrails, Figma Tokens, Data Visualization, Micro-Interactions
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Technical Alignment: React & Storybook Component Mapping, Design System Tokens, HTML/CSS/JS Mechanics, DevTools Inspection, Agile/Scrum Methodologies
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Research & Operations: Qualitative & Quantitative Testing, AHT Telemetry Tracking, A/B Testing, Task Efficiency Metrics, WCAG AA / AODA Accessibility Governance
