Meet Jamie Wynn, Product Designer, Customer Operations Platform

What’s your role at ANNA, and how does your job make a difference to customers?

My role at ANNA is all about empowering the people who help our customers. I'm a designer in our internal tool development team, working alongside engineers to build the systems our Customer Experience Specialists use every day.

I design and refine the tools and processes that help our support team do their best work – things like routing conversations to agents with the right expertise, managing case timelines, and getting information quickly.

When our internal tools work well, our specialists can focus on genuinely helping customers rather than fighting with clunky systems or complex processes. Better tools mean faster, more accurate support for every ANNA customer who needs us.

What’s one little detail or feature about the ANNA’s internal workspace that makes agents’ lives easier? Something maybe most customers would never even realise?

We’ve recently introduced a skill-based routing system. Using our LLM model to analyse what the customer needs help with, then match the conversation directly to a specialist who has the right expertise to handle the customer query – meaning it's less likely the customer would need to be passed around between specialists or a delay with answering their query.

Have you ever had an 'aha!' moment where you thought, ‘Oh, this is going to change everything’?

Definitely skill-based routing. Our mission has always been to streamline processes and reduce handoffs between team members, and this feature does exactly that.

Since we’ve introduced it, there has been an increase in resolving customer support with just one specialist – no passing customers around, no repeated explanations. That's the kind of impact that makes you think: this is working.

Now we're focused on scaling it, improving the accuracy, and refining how it works to maximize its potential. We've only scratched the surface of what this feature could do for both our team and our customers.

If you had unlimited time and resources, what dream feature would you add for customer experience agents?

I'd love to create a truly customizable workspace that adapts to how different teams actually work. We have Customer Support, Compliance, and Business Account teams who all use our tools differently, with different priorities and workflows.

My dream would be building a solution that lets each specialist configure their space around what matters most to them, so they can focus on their specific work without fighting through features designed for someone else's needs. A workspace that works with them, not against them.

What processes do you follow to make sure you’re in tune with the customer experience agents?

I work closely with our Customer Experience Specialists by shadowing them over Zoom – watching how they interact with customers and navigate our tools in real time. This gives them space to share feedback directly, but it also lets me spot where workflows break down or don't work as intended, even when they might not mention it.

We're also constantly testing new features in beta environments and responding to any feedback that comes through. A lot of the work we do is actually driven by our specialists themselves – they know what they need to do their jobs effectively, and my role is to help make that happen. It's about empowering them, not just building features for the sake of it.

Have you ever worked on something that felt impossible to solve?

Nothing's felt truly impossible, but cases have been a real learning curve. We introduced them to bring all customer information into one place, but as they have evolved, cases have become more complex.

Right now, we're focused on improving how information is organised, surfacing what matters most without overwhelming our specialists. It's challenging, but that's what makes it interesting.

Have you ever had a funny or unexpected feature request from the agents?

We often get requests to add custom emojis or GIFs to the internal tool. When you're in these systems all day, you want to bring in a bit of personality and fun.

We do focus on features that directly help them support customers more effectively. But who knows, maybe we'll find a way to add a little joy without disrupting the workflow!

What’s the best thing about working at ANNA?

Our team is small, which means we can design something, build it, test it with our support team, and iterate, all pretty quickly. We can be both proactive and reactive in ways larger teams aren’t always able to do.

Having developers who are hands-on with the design and delivery makes a huge difference too. We're all in it together, which means we can experiment with new features and actually see them come to life without endless rounds of approvals.

What do you think you bring to ANNA that no one else does?

I bridge the gap between our specialists and developers. Before I joined, features would get released without anyone telling the support team, flows would change unexpectedly, and no one knew why things suddenly worked differently.

I've built strong relationships with our support teams to change that. Now we communicate updates clearly, involve specialists in early designs, and actively gather feedback when we release new features.