Customer360 KYC – sandytam.DESIGN

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Banking Integrity - AML and KYC Compliance

Customer360 and Know Your Customer (KYC)

I led the design of Customer360 from the ground up, then carried that foundation into a redesign and enhancement of KYC. Built to work as one connected system, Customer360 gives compliance officers and advisors a single, trustworthy source of client data, while KYC acts on it — verifying identities and surfacing risk with speed and precision. Together, they form a stronger front line for AML compliance and the integrity of Citi’s banking operations.

Customer360 - Complete View of Customer Profile & Financial Journey

Customer360 is an internal platform delivering a unified view of customer profiles, relationships, and financial journeys within Citi. The dashboard consolidates interactions, behaviors, sentiments, transactions, and cross-channel communications. The dashboard pulls fragmented client data from multiple systems into one seamless, comprehensive view—bringing together holdings, positions, call logs, opportunities, client interests, and other key data points on a single screen, providing actionable insights that support AML compliance, KYC processes, and informed decision-making.

Customer360 – Complete View of Customer Profile

Client: AML/KYC Team, Account & Services, Customer Experience(CX)

Role: Lead Designer & UX/UI Strategist

Targeted Audiences: AML/KYC, Accounts & Services, Customer Experience (CX)

Timeframe: Released 2022

Problem Statement: Customer profiles, relationships, and financial journeys lived across fragmented interactions, transactions, and cross-channel communications, making it difficult for advisors and compliance officers to get a complete picture or act efficiently on AML and KYC workflows. Through research and product team workshops, this complexity was structured into a unified, compliance-ready profile experience.

Process: Research, data mapping, product team workshops, IA, wireframes, prototypes, UAT review.

Outcome/Impact: Consolidated customer data into a single searchable view — accessible by account number, CIN, or household ID — reducing the time advisors and compliance officers spent piecing together information across systems. The design’s upcoming KYC integration was built to further strengthen decision-making accuracy and regulatory adherence.

Tasks & UX/UI Strategy

Profile Summary/ Landing Page Consolidates customer profiles, accounts, demographics, and investment journeys into a single entry point. Instant search via account number, CIN, or household ID surfaces key sentiment data and interaction history at a glance.

Profile Search & Customer Insights Single SSO login with efficient search results displaying an expanded profile view — covering Overview, Contact, Demographics, and Product Relationships for a complete customer picture.

Financial Journey & Investment Focus highlights investment products within the profile view to support quick portfolio assessments by financial advisors and compliance officers, directly aiding AML and KYC workflows.

KYC Integration & AML Actions Integrated with an upcoming KYC dashboard update, enabling seamless data merging for verified profiles, improving decision-making accuracy and ensuring regulatory adherence.

Process: Research, data mapping, product team workshops, IA, wireframes, prototypes, UAT review.

Know Your Customer (KYC) — AML Compliance & Customer Verification

KYC is an integrated component of Customer360, providing a unified repository for customer profile data, transactions, and interactions across Citi’s product domains, business sectors, and regions. Designed for high-granularity analysis, the platform streamlines verification workflows and strengthens AML compliance — ensuring Citi teams have accurate, accessible data to uphold banking integrity and regulatory standards.

Know Your Customer(KYC) — AML Compliance & Customer Verification

Client: AML/KYC Team, Account & Services, Customer Experience (CX)

Role: Lead Designer & UX/UI Strategist

Targeted Audiences: Anti-Money Laundering (AML), KYC, Anti-Fraud

Timeframe: Released 2022

Problem Statement: Compliance teams needed fast, accurate access to customer profile data, transactions, and interactions scattered across Citi’s product domains, business sectors, and regions to verify identities and uphold AML standards. Through product research, intake interviews, and journey mapping, this data was structured into a high-granularity verification platform.

Process: Product and user research, intake interviews, persona and journey mapping, IA, wireframes, prototypes, dev release, UAT review.

Outcome/Impact: Rapid household-level search reduced time-to-insight for compliance teams verifying customer identities. Integration with Customer360 enabled seamless data merging across verified profiles, supporting swifter risk identification and more consistent regulatory compliance across AML, KYC, and anti-fraud groups.

Tasks & UX/UI Strategy

Rapid Search & Profile Access Household ID lookup instantly loads all relevant KYC data, streamlining access to customer information and reducing time-to-insight for compliance teams.

SSO Login & Profile Segmentation Seamless SSO login displays profiles segmented by products and accounts associated with the household — providing a clear view of financial relationships and profile summaries..

Financial Journey & Investment Focus Investment products surfaced within the profile view support quick portfolio assessments by financial advisors and compliance officers, directly aiding AML and KYC workflows.

KYC & Customer360 Integration Integrated with the Customer360 dashboard for seamless data merging across verified profiles — enabling swift risk identification, enhanced compliance efficiency, and informed decision-making.