Chris Martin Email & Phone Number

Greer, South Carolina, Us

Accountable for product management for the enterprise. Leading the digital transformation of Regional Management's consumer facing lending business.

Florham Park, New Jersey, Us

Accountable for product and partnership strategy for the Consumer Lending business at Conduent. This business manages over $120B in assets for major institutions. We are pioneering an outsourced end to end digital servicing model which facilitates connected, intelligent experiences across the customer loan life cycle. This new model improves asset resilience and reduces operating expenses resulting in significant positive P&L benefits for our clients. I collaborate with external clients and internal cross-functional team members to articulate our strategic vision, gain funding support, build our product roadmap, and lead project execution in an agile delivery framework. The solution is transforming both human and digital loan servicing interactions using the latest developments in artificial intelligence (AI), natural language processing (NLP), and multi-channel communication.

Member of the executive leadership team and accountable for member experience at Payoff. Payoff is a venture-backed lending company that uses sophisticated artificial intelligence, data science and personality profile techniques to improve financial wellness and lower customer interest rates. In this role, I worked collaboratively across all levels of the organization to develop a product roadmap and implement associated management practices that synthesized technology and operational strategies and significantly enhanced the organization's ability to execute common goals. I was also accountable for leading the member experience team and proudly achieved a step-change improvement in customer onboarding success rates while delivering industry-leading net promoter scores.

Member of the executive leadership team accountable for leadership of the product management, sales, and customer service teams at ClearLane, a FinTech innovator in the direct to customer auto finance market. Enhanced sales, support and back-office functions through a mix of technology and people initiatives leading to 2x revenue growth, improved customer acquisition rates, and positive customer reviews. Other major successes included developing new products to help customers prequalify for lower rates, launching innovative sales enablement tools, introducing agile software methodologies, and expanding our operations outsourcing. I also played a significant role in the successful marketing of the business and subsequent due diligence which ultimately led to the business being bought by Ally bank.

Mclean, Va, Us

Ran a strategic services organization supporting Capital One's 10,000+ credit card agent global network. Had direct line management accountability for a diverse cross-section of 200 associates across product management, vendor management, and analyst disciplines. Responsibilities included product strategy for call center technologies including voice and agent systems, six-sigma process engineering, and project management. Led the organization through a series of business, technology, and process transformations that greatly expanded the agent network and dramatically improved customer experience and operational efficiency.

Mclean, Va, Us

Led a team of analysts driving product strategy for the recoveries business in the wake of the financial crisis. Championed customer-centric values and drove cultural changes that resulted in a more flexible approach that helped good customers who were hard hit by the crisis find ways to resolve their unpaid accounts. Launched new direct-to-customer digital tools and segmentation approaches that improved recovery rates. Developed insights and forecasts that helped the organization navigate complex financial and regulatory impacts and move quickly to stabilize the business.

Mclean, Va, Us

Drove a portfolio of financial analysis, LEAN / Six-sigma projects, and technology changes that led to dramatic improvements in marketing cost, speed to market, and quality metrics. Transformed capacity management and costing practices in the face of slower growth to allow the operations to pivot to adapt to a leaner delivery model.

Mclean, Va, Us

Designed, developed and executed strategies that enhanced revenue and decreased credit risk for credit card customers acquired online.

Began my career as a business systems analyst consulting to government and Fortune 500 organizations and quickly moved into cross functional team leadership, client relationship management and project/program delivery leadership roles. Developed domain experience in financial systems, software development life cycle (SDLC), project management, program management, data analysis, risk and process controls, and process improvement. Led successful conversions of core financial systems. Build strong client relationships and drafted winning proposals for new business development opportunities.

Mba

B.S., Systems Engineering