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Martech Mastery and Frontend Re-design

At Jewelers Mutual Insurance Company, I partnered with Slalom to conduct a comprehensive MarTech assessment—mapping every customer‑facing technology integration and identifying gaps—and then developed a high‑level, three‑year strategic roadmap to build a true Customer 360 platform with unified data models, API frameworks, personalization strategies, and governance standards. At the same time, I worked with Bounteous to craft a frontend strategy—defining a mobile‑first, component‑based architecture, performance budgets, user‑experience guidelines, and API consumption patterns—ensuring that the future site would seamlessly leverage our Customer 360 foundation.

MarTech-Initiative Goals

  1. Assess & Map Current Stack
    Catalog all existing customer‑facing technologies, data sources, and integrations to identify gaps, redundancies, and maturity levels.

  2. Define Customer 360 Data Model
    Specify a unified schema that consolidates policyholder attributes, engagement history, and AI‑rating feeds into a single customer‑data platform blueprint.

  3. Establish API Framework & Security
    Develop standardized API specifications, access controls, and security protocols to expose Customer 360 data for real‑time personalization and testing.

  4. Develop Personalization & Testing Strategy
    Outline use cases for dynamic content, segment definitions, and A/B/multivariate testing—ensuring all campaigns leverage the unified data model.

  5. Build a Roadmap
    Sequence major MarTech milestones

  6. Implement Governance & Operating Model
    Define roles, decision rights, change‑control processes, and data‑quality standards to manage the MarTech platform sustainably.

  7. Specify Success Metrics & Dashboards
    Identify KPIs (e.g., data completeness, API uptime, personalization lift, campaign ROI) and outline requirements for Power BI dashboards to monitor ongoing performance.

  8. Engage Stakeholders & Secure Sponsorship
    Align executive sponsors, marketing, IT, and compliance teams to validate goals, resolve dependencies, and ensure resource commitments.

Frontend-Initiative Goals

  1. Assess & Audit Current Site

    • Inventory existing frontend technologies, frameworks, and performance baselines to identify strengths, weaknesses, and technical debt.

  2. Define Mobile‑First, Component‑Based Architecture

    • Specify a modular UI framework with reusable components, responsive design patterns, and performance budgets to ensure consistency and scalability.

  3. Design UX & Interaction Guidelines

    • Develop wireframes, style guides, and interaction specifications that prioritize usability, accessibility (WCAG 2.1), and brand alignment.

  4. Integrate Customer 360 APIs

    • Outline requirements and data contracts for consuming MarTech APIs—customer segments, personalization rules, and A/B test variants—within frontend components.

  5. Establish Frontend Performance & Accessibility Standards

    • Define target metrics (e.g., first contentful paint, time to interactive) and accessibility criteria, and document testing protocols using automated tools.

  6. Develop Testing & Deployment Strategy

    • Specify unit, integration, and end‑to‑end test requirements; outline CI/CD pipelines, feature‑flag controls, and rollback procedures.

  7. Implement Governance & Release Cadence

    • Define roles, decision‑rights, and sprint cadence for frontend development; establish code‑review, merge‑request, and release‑management processes.

  8. Specify Success Metrics & Monitoring

    • Identify key KPIs (page‑load times, mobile engagement, accessibility scores, error rates) and outline requirements for dashboards in Power BI or equivalent.

Summary