Murdo Connochie
Strategy & Operations Leader for Fortune 100 firms
[email protected] · murdo.xyz
Senior operations leader at Shopify with nine years at KPMG. Ship products, scale teams, and reduce cycle time. Led teams of 10–30 to launch four apps and three web platforms across payments, trading, and core banking.
Strengths: strategy, business analysis, product management, operating model design, go-to-market, data-led decision making.
Experience
Shopify — Toronto, Canada
Senior Business Operations Lead, Support Operations · Nov 2023 – Present
- Led 41-person team for Support project intake and triage. Scaled monthly requests from ~50 to 100 with no added headcount. Cut triage time 50 percent. Maintained 4.5/5 CSAT.
- Built an LLM content-generation pipeline for Help Center articles in three days; COO approval triggered a Support-wide rewrite of technical-writing workflows.
- Directed Support responses during trial pricing change and tariff announcements Set weekly insight loops and empowered fast fixes to AI assistant hallucinations.
- Enabled MrBeast Shop install program results: ~370,000 installs with only $19,000 support cost.
- Built launch awareness tooling. Extended Support planning horizon from 1–2 weeks to 1–2 months.
KPMG — Toronto, Canada
Senior Manager, Customer & Strategy Consulting · Oct 2014 – Nov 2023
- Digital wallet for Fortune 10 retailer — Served 22M customers. Led strategy and product for wallet and app-based prepaid account with a 30+ person cross-functional team. Ran 500+ survey program and synthesized findings to sharpen roadmap. Drove creation of 200+ Figma screens to reach MVP alignment. Supported BNPL integration across channels and led GTM plan across product, stores, and marketing.
- Mobile trading platform — Directed mobile-first build with custom alerts and automation. Produced user flows that halved design sprints and accelerated release. Shipped a cross-platform solution on web, iOS, and Android. App Store rating: 4.1/5.
- Core banking platform — Defined requirements and experience for savings operations. Ran 3 focus groups and 15 interviews to de-risk design. Prototyped an Apple Wallet savings card. Platform in test is projected to manage £3B in assets, targeting top-10 status among UK community banks.
- Internal wiki tool — Led 5 researchers and 3 designers to deliver a working prototype under a three-week budget. Demonstrated reuse and faster knowledge flow across departments.
- Selected other — Co-authored a five-year plan that enabled a $10M+ raise for a fintech. Launched a digital mobility tool for healthcare field staff that lifted efficiency 25 percent and surfaced issues earlier. Built UK market-entry targeting for a US software firm, naming top-10 bank prospects and win themes. Generated 50+ propositions for mortgages and savings, refined to 20 model options for a strategic reset.
Liberty Mutual Insurance — Boston, MA
Analyst, Digital Strategy · Jun 2013 – Aug 2013
- Prototyped a digital insurance ID card adopted into core iOS and Android apps. Usage now exceeds 2M customers.
- Pivoted a disaster-prep app into an accessible online guide to meet constraints and retain user value.
Side Projects
- Scout Reader — Launched a native iOS and iPadOS reader for Farcaster power users. Offers organized feeds, on-device search, offline bookmarks, and filters. Reached 200 organic users in two months.
- Wall Street’s Best — Built an iMessage sticker app that reached Top 50. Shipped weeks before the GameStop surge.
- NFT — Minted a commemorative Farcaster NFT on Ethereum. View on Zora
- Neobanked — Wrote a bi-weekly newsletter on digital-only banks throughout 2020. Archive
- Murdo.xyz — Built and maintain a blog using open web standards. Redesigned in 2025 for simplicity and readability.
Speaking
- Future of Retailing — Heriot-Watt University, Oct 2018
- Humanizing Customer Insights — CIH Housing Conference, Jun 2017
- Blockchain’s Potential — SFE Executive Briefing, Jun 2016
Education
Heriot-Watt University — Edinburgh, UK
Bachelor of Actuarial Science · 2010–2014