Customer Experience Design Consultant
(Sonoma, CA. June 2015 - Present)
Wells Fargo, Customer Experience Strategist
Providing leadership on an iterative product design process to provide best-in-class solutions for chat customer service by:
Discovering opportunities for improvements to the customer and team member experience.
Collaborating with and influencing cross-functional teams towards viable solutions.
Researching solutions to ensure delivery of experiences that delight.
Bringing opportunities and solutions to life through compelling visual communications.
Directly contributing to a 6% increase in our top box CX score over 12 months resulting in reaching our goal of 80%.
John Ryan, Customer Experience Strategist
Providing leadership on a digital signage content management system by:
Leading the Experience Vision Plan, which contains a detailed customer journey map, opportunities mapped against business goals, and vision roadmap.
Providing research through competitive audits, user and stakeholder interviews, and usability studies.
Collaborative project planning & execution with distributed cross-functional teams.
Providing wireframes and visual design for proposed solutions to key opportunities.
JPmorgan Chase & Co.
Product Manager & User Strategist, Associate VP
(San Francisco, CA. December 2012 – May 2015)
Strategy lead for the redesign of Private Banking mobile application. Provided customer experience direction to our incredible UX Designers and Product Owner. Resulted in a 15% increase in the system usability score and a 68% increase in learnability.
Fostered a talented cross-functional team to define a future vision for mobile applications at Chase. Recognized for my ability to encourage new ideas from all team members and influence change across multiple LOBs.
Established domain expertise on personalization and provided a long term vision, roadmap, and user stories for the Chase Consumer Banking ecosystem.
Spearheaded the design of a map detailing the journey of a credit card customer during application and post-approval. Championed the customer experience to a team of UX Designers and Credit Card Line-of-business (LOB) Product Owners. Recognized for my ability to improve LOB understanding of customer behavior and influence solutions grounded in customer research.
UX Design Lead
(San Francisco, CA. May 2011 – June 2012)
Led strategy & UX design for AudiUSA.com. Contributions resulted in a 22 point rank increase in the J.D. Power 2012 Manufacturer Website Study.
Guided strategy & UX design for the Defeat Darkness Super Bowl campaign. The launch resulted in a high engagement of 4 to 5 minutes on site.
Directed strategy & UX design for an experimental video pre-roll ad placement for Audi. Recognized by the client for my ability to think through the customer’s journey and provide a smart solution.
UX Designer III
(Orem, UT. December 2005 – April 2011)
Developed and grew an amazing team of 9 UX Designers who helped build empathy for our customers and evolve our SAAS product from technology-focused to customer-focused.
Spearheaded the development and execution of 3 year customer centric UX vision.
Designed and executed a user experience redesign and agile implementation of our primary analytics & SEO products including SiteCatalyst, SearchCenter, & Discover.
Received recognition for my contributions through awards given to the products by ClickZ and Utah Best of State.
Legal Compliance & Risk
Agile & Lean Processes
Graphic Design, Portland State University
Chemical Engineering, University of Utah