JP Morgan Chase & Co.

Executive Director, Servicing

Digital Customer Experience, Consumer Banking

AREAS OF FOCUS

Design Leadership

Stakeholder Management

UX Strategy

User Experience Design

Branding

Interface Design

• Lead the effort in establishing a global UX practice and Agile methodology across all digital product servicing teams while also focusing on user-centered design principles.
• Drive long term (12-18 months) UX vision for the Chase self-servicing suite of applications while ensuring progress towards reaching the vision is realized within current feature development.
• Innovation Garage Lead who drove the operations team to deliver best in class call center service for Chase's claims and disputes end users with ongoing training.
• Establish design standards that reflect brand standards across the organization/branch network.
• Lead the initiative to develop an extensible interactive style guides and design patterns to be used in ongoing development of new features and extension of existing functionality
• A key leader in driving, defining and executing the company’s innovation agenda with regards to Servicing.
• Delivered consistent and timely feedback, career development, training and performance reviews of design staff