Bobby Kwan Email & Phone Number

Dearborn, Michigan, Us

Dearborn, Michigan, Us

Washington, District Of Columbia, Us

Managed and mentored a full-stack design team including service designers, visual designers, UX researchers, data scientists, service designers, and UI/UX designers.•Designed and executed UX research projects to explore and solution on the employee experience; Fannie Mae’s affordable housing mission; customer behaviors of Fannie Mae systems, processes, and tools; and several internal processes.•Planned and conducted large workshops with internal and external stakeholders at a variety of levels ranging from interns to senior management including VPs and CEOs of major financial institutions.•Synthesized and presented actionable insights and business requirements to stakeholders.•Accelerated the maturity of the new design team by bringing to it a combination of deep practical knowledge of the mortgage industry and history of superior customer service.•Created UX project proposals, scoped work with clients, and oversaw project execution from inception to delivery; used influence to build and maintain relationships across the enterprise.•Developed strategies to support the maturity of the department including survey design to understand partnership KPIs; improving UX communities of practice; and forming a baseline of HCI/UX industry design maturity metrics and KPIs.•Created and delivered a half-day design thinking course to evangelize design thinking and user experience practices to the enterprise; conducted trainings for hundreds of colleagues across dozens of departments.

Washington, District Of Columbia, Us

In this role I have worked to understand the customer experience from many contexts. This has included planning for and moderating nearly 100 interviews with customers both on-site and remotely; running large co-creation workshops with audiences ranging from interns to CEOs; and creating service blueprints and personas based on this research to support product and service development.

Washington, District Of Columbia, Us

Supported a greenfield project to determine major business transformation projects around the company.•Co-facilitated a series of workshops with senior management to understand and prioritize future state customer technology and experience needs and expectations.•Managed external vendor to develop and deploy customer surveys.•Developed a foundational set of customer personas and journeys based on internal subject-matter interviews and data analysis from customer survey results.

Washington, District Of Columbia, Us

Front line customer-facing role - managed a portfolio of over 100,000 loans, a balance over $10,000,000, supporting approximately 160 financial institutions. Managed a team of database developers, supported management as a team lead, and administered department-wide cost/capacity model tracking.•Ensured timely and accurate payments, reporting, and reconciliation.•Performed bulk data mining and analysis to uncover systemic issues and reporting exceptions.•Product owner for a series of internal- and external-facing metrics reports, KPI scorecards, and procedures; gathered and documented requirements, maintained and prioritized enhancement backlog, liaised with development teams, and conducted usability testing with stakeholders.

Worldwide, Oo

Washington, District Of Columbia, Us

Master Of Science (M.S.), Information Systems

B.S., Finance, Economics