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
40M+
TWN Multi-format Consumer
Laura McCutchan,
Design Director
at mobileLIVE
Rebecca held a dual role as a design lead - serving as both an individual contributor and a manager overseeing six designers. She is very empathetic towards users in her user-centric design work and is an inspiring mentor... receptive individual, and ...
Suman Chandra Mengaram,
Product Owner
at Rogers Communications
Rebecca is thoughtful, collaborative, and excellent at turning complex problems into simple, intuitive designs. She consistently brought a strong user-first mindset, asked the right questions, and partnered closely with product and engineering...
Jade Argente,
Product Owner
at TELUS
Rebecca is instrumental in growing this early-stage app into a mature agent tool that is used by thousands of agents today. Her creativity and collaboration skills are what I valued most. If you need someone in your corner to give you reliable and ...
Guy Segal,
Design Director
at Manulife
Rebecca is highly collaborative and inclusive, as evidenced by the numerous praise she has received from her peers. Rebecca puts great care into her work, is a strong user advocate, and has definitely elevated the level of design within her team.
Benoit Grimard,
Technical Lead
at The Weather Network
Her ability to adapt to the ever changing mobile world was a key asset to our team. Rebecca is always positive and able to deliver under pressure. Her creative work can be seen through all the Weather Network applications!
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
