Hi, I’m Miguel.

First 2 months, Mogo lifecycle rebuild

24% → 38%

It moved once the emails stopped describing something the product wasn’t doing, and the triggers fired on what people actually did instead of how many days had passed. The 7-day drop-off came down from 78% to 62% over the same stretch — same rebuild, same cause.

First-year churn, after the longer-term flows went in

35% → 23%

Different work from the onboarding rebuild. This was scheduled flows that kept reinforcing the unexciting fundamentals — compounding, staying invested through a dip, no FX fees on trades. People who understood why they were holding held longer.

Two rounds, Feb 2025 – Jan 2026

~54K activated

Round one converted ~2.7% and doubled as a list clean-up. Round two hit ~5% on the cleaned list, because by then I knew which segment wanted which product.

Sender score, ESP migration at DTC

Low 20s → 90+

Everyone was looking at content quality. The problem was shared-IP reputation, and no amount of better writing was going to fix the infrastructure.

Loan application routing, Mogo

Automation

Loan Ops were manually sorting and prioritising applications, and that sorting was where the delay actually sat. I sat with them to work out how they were making those calls, mapped the criteria into scoring logic, and automated the routing. Underwriters stopped sorting and spent the time closing.

Content QA workflow, Mogo

4–5 → 1–2

Compliance’s judgement criteria weren’t written down anywhere, so every review started from scratch. The first three versions of the workflow checked the wrong things. It worked once I brought Compliance in and encoded how they actually reviewed.