Successfully managed the transition of Costco Mastercard program from Capital One to CIBC, ensuring seamless customer experience for 2M+ existing cardholders while maintaining 99.9% uptime during the critical migration period.
As Associate Product Manager for the CIBC Costco Master Card launch, I played a key role in one of the most significant credit card product transitions in Canadian banking history. This project involved migrating 2M+ existing cardholders from Capital One to CIBC while maintaining uninterrupted service and enhancing the customer experience.
The initiative required meticulous planning, robust technical implementation, and comprehensive stakeholder management across multiple organizations. My role encompassed supporting technical architecture design, customer communication strategy, operational readiness planning, and post-launch optimization.
Through strategic planning and execution, we successfully completed the transition with minimal disruption, achieving 95% customer retention and launching three new reward programs that significantly enhanced the card's value proposition.
Supported the strategic product framework implementation, coordinated with internal teams, and helped develop comprehensive transition plan with clear milestones and success criteria.
Supported the design of robust technical architecture to handle 2M+ cardholder migration, assisted with data migration protocols implementation, and helped establish backup systems to ensure zero data loss.
Supported the development of comprehensive customer communication strategy, helped create educational materials, and assisted in establishing support channels to ensure smooth transition experience for all cardholders.
Supported the execution of phased migration strategy with real-time monitoring, assisted with rollback procedures implementation, and helped maintain 99.9% uptime throughout the critical transition period.
Supported the launch of three new reward programs, helped enhance existing benefits, and assisted in implementing customer feedback systems to continuously improve the card's value proposition.
Monitored post-migration performance, analyzed customer behavior, and implemented optimizations to improve customer satisfaction and operational efficiency.
Helped analyze post-launch metrics and customer usage data. Assisted in creating basic reports for the team to track card activation rates and transaction volumes.
Helped document common customer issues and assisted in updating FAQ materials. Supported the customer service team with product knowledge and troubleshooting guidance.
Monitored customer feedback and helped identify recurring technical issues. Assisted in prioritizing bug fixes and feature requests based on user impact.
Learning and documenting the complex technical requirements and business rules for the card migration process.
Ensuring accurate information was communicated to customers about the transition timeline and new features.
This project demonstrates my ability to manage complex, high-stakes product transitions involving multiple stakeholders and millions of customers. I excel at balancing technical complexity with customer experience, ensuring successful outcomes in critical business initiatives.