Catherine Fernando

Relocated to Australia to be closer to family, with full work rights. Inspired by personal experiences at airports, I am exploring solutions to improve recycling efficiency by addressing challenges in waste disposal and bin signage clarity.

Led design efforts across the enterprise ecosystem, collaborating with cross-functional teams to deliver user-centered solutions aligned with business goals and driving impactful digital outcomes.

• Led the transition of 10+ customization features to digital self-service for wireless business customers, aiming to reduce support calls by 25% and improve customer satisfaction by increasing autonomy.
• Expanded self-service capabilities and streamlined admin processes for super admins, reducing support calls by 20% and driving higher digital adoption and transaction volume.
• Revamped the homepage experience for small business customers in the U.S., resulting in a 25% increase in digital engagement and contributing valuable insights to shape future product roadmaps.
• Redesigned the homepage to create personalized experiences for 10 distinct wireline business customer roles, reducing data overload and increasing user engagement by 32%.
• Collaborated with a multi-pod design team and stakeholders to enhance sales and ordering applications, aiming to drive significant bookings for business customers across multiple sites.
• Guided new and vendor design team members on design systems and processes, sharing key business knowledge on customer-facing and back-office applications.
• Proactively identified design problems and proposed action items to feed product roadmaps.

Designed impactful digital experiences for global clients using user-centered strategies and cross-functional collaboration.

• Managed and delivered applications for clients such as Nissan, Honda, Mapfre, and Citibank.
• Conducted expert review by validating design against World Bank Group and UX guidelines, identifying usability issues, and providing actionable design recommendations.
• Led the end-to-end design of the "One Cognizant" portal, a unified platform for employees to access company-wide resources, from user research to prototyping and stakeholder presentations.
• Collaborated with visual design teams to achieve alignment with UI patterns and communicated design concepts to developers.
• Presented design ideas and concepts to clients as part of elevator pitch.