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Project Detail

Business Partner Feedback Invites

Employer: Zurich North America Department: Zurich Risk Engineering Project Type: Process automation Visibility: Cross-functional

One-Sentence Summary

Designed a feedback-invite selection process that reused existing notification infrastructure while balancing survey coverage against email fatigue for business partners.

The Context

Senior leadership wanted a structured way to gather feedback from business partners, not just customers, using workflow data the organization already trusted.

The Challenge

Senior leadership recognized the need to survey our business partners (this is in addition to our customers) on how well we meet their needs.

Why It Was Hard

The problem was not just sending email. We had to cast a wide net across many kinds of work without over-contacting the same partners, and we could only use activity recorded inside the workflow system.

The Constraints

While we would have to send emails to our business partners, we were asked to:

  • Keep the number of emails sent to individual business partners reasonable.
  • Cast a wide net with respect the types of work we do and who does the work.
  • Our source is the workflow system. Anyone work done outside the workflow system was out of scope.

The Approach

We can reuse our notification infrastructure, we just need to determine which invites to send.

After a few test runs, we ended up with an algorithm that randomly selected tasks to ask for feedback, but only for resource-business partner pairings that we have not seen in 30 days.

My Role

I was the business and data analyst, coder, tester.

Key Decisions

  • Reuse the existing notification infrastructure instead of building a separate outreach mechanism.
  • Randomize task selection while suppressing repeated invites for the same resource-business partner pairing within 30 days.

The Outcome

After dealing with some unexpected edge cases, we had a system that worked well.

Evidence / Signals of Success

  • The final design balanced broad feedback coverage with a throttling rule that limited repeated contact within 30 days.
  • After edge-case tuning, the process operated successfully enough to satisfy the business need.

Resume Bullet Seeds

  • Built a survey-invite selection process that reused workflow notification infrastructure to gather partner feedback without over-emailing the same contacts.
  • Combined business analysis, data analysis, coding, and testing to turn a leadership request into a practical sampling algorithm with built-in throttling logic.

Interview Story Angles

  • Translating a leadership objective into operational rules the system could enforce.
  • Reusing existing infrastructure instead of creating a parallel process.
  • Balancing fairness, coverage, and communication fatigue.
  • Working through unexpected edge cases after the first design pass.