Experience

Wells Fargo

AVP, Principal Experience Strategist
(Remote. February 2021 - Present)

AVP, Customer Experience Strategy Lead
(Remote. July 2020 - February 2021)

Served as the program lead for conversational AI and live agent chat, responsible for leading and influencing a Product Design team towards delivering viable solutions that will iteratively improve customer success metrics
Assisted in defining success goals and developing a balanced framework for reporting key customer success metrics, organizing and clarifying ambiguity for teams to generate measurable results to result in faster response times
Credited with effectively translating leadership priorities into the day-to-day work and clarifying workflow processes to accomplish the job among teams
Recognized for distilling complex problems into simple, compelling stories that identify improvement points through storytelling, journey maps, service blueprints, workshop facilitation, and various customer solution activities
Collaborated with Management and Coordination teams, identifying resource and support needs together to assist in building a successful Product Design organization
Coached and mentored upwards of 20 team members in strategy, alignment, research and analysis, process improvement, and change management from transactional experience design production to solution-oriented strategic experiences

Customer Experience Strategy Lead
(Remote. November 2019 - July 2020)

Provided leadership on a closed-loop feedback product design strategy to deliver customer-centric authentication experiences, focused on change management within process workflows
Influenced a team of 3 strategy consultants toward delivering viable solutions that will iteratively improve customer effort metrics, instituting team key performance indicators to measure improvements
Maximized quantitative and qualitative analysis that demonstrated the correlation of reducing customer effort of end-to-end online account enrollment, login, and password reset experiences, resulting in an exponential improvement in customer NPS
Increased password attempts validated through user research to 5 attempts, directly contributed to a 74% decrease in password suspensions, 64% decrease in related support calls, and yielding 0% increase in fraud activity
Recognized for accelerating response time within the Product Design team and improving the team's understanding of business goals and timelines, effectively clarifying project and task ambiguity

Customer Experience Strategy Consultant
(Remote. March 2018 - November 2019)

Established a proven history of leadership on an iterative product design process to provide best-in-class solutions for chat customer service, bringing opportunities and solutions to life through compelling visual communications
Collaborated with and influenced cross-functional teams towards viable solutions, discovering opportunities for improvements to the customer and team member experience, training agents on improving the client relationship
Successfully contributed to a 6% increase in the top box CX score over 12 months, resulting in reaching the targeted goal of 80%, and continuously researching solutions to ensure the delivery of experiences that delight

John Ryan
Customer Experience Strategy Consultant
(Part-time remote. June 2015 to March 2018)

Expertly led the Experience Vision Plan for a digital content management system by providing a detailed customer journey map, opportunities mapped against business goals, and a long-term vision roadmap, effectively established a blueprint utilized companywide today

JPmorgan Chase & Co.
AVP, Product Manager & User Strategist
(San Francisco, CA. December 2012 – May 2015)

Directly contributed to a 15% increase in the system usability score and a 68% increase in learnability for the J.P. Morgan Private Bank mobile application by providing strategic leadership on key changes on the redesigned experience
Also directly contributed to the redesign of the mobile app and desktop customer site, which are still in production and in use by millions of customers to this day
Fostered a talented cross-functional team to define a future vision for mobile applications at Chase, encouraging new ideas from all team members and influence change across multiple LOBs
Established domain expertise on personalization and privacy needs, provided a 5-year vision, roadmap, and user stories for the Chase Consumer Banking ecosystem

AKQA
UX Design Lead
(San Francisco, CA. May 2011 – June 2012)

Provided detailed interaction models to directly contribute to a 22 point rank increase in the J.D. Power 2012 Manufacturer Website Study for AudiUSA.com, served a leading role on the strategy and UX design for the redesigned website
Built on personal strategy skillset by learning how to create customer experience journey maps and organizing websites for optimal user experience

Adobe
UX DESIGNER III
(Orem, UT. December 2005 - April 2011)

Received recognition for contributions to the user experience redesign and agile implementation of the primary analytics & SEO products, including SiteCatalyst, Search-Center, and Discover, awards given to the products by ClickZ and Utah Best of State
Led an indirect team through user experience redesign efforts, recruiting to increase the team to 9 people during tenure to support product offerings further

Core Competencies

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