Banks and fintechs running credit card loyalty programs typically stitched together multiple vendors - one for card management, another for rewards. The result: complex configuration, mismatched ledgers, reconciliation overhead, and support teams that couldn't resolve a rewards query without jumping between systems. Banks were already running their CCMS on our platform. The ask was clear: bring rewards in-house too, so the ledger stays consistent, support stays in one place, and reconciliation doesn't require a separate workflow. Here, I led the end-to-end product design across rewards lifecycle along in collaboration with product, engineering and business team. The platform had to serve two distinct users simultaneously: rewards managers configuring complex campaign logic, and support teams resolving customer queries - all within the same ecosystem