Chad Scribner Email & Phone Number

Fort Mill, SC, US

Charlotte, North Carolina, United States

• Oversaw development and execution on digital platforms, ensuring alignment with consumer needs, business objectives and improving product performance.
• Increased customer satisfaction and reduced loan servicing expense via introduction of self-service digital guided onboarding, focusing on use cases, user interface design, improving ease of use and overall experience.
• Partnered with compliance and risk teams, ensuring products adhered to regulatory requirements while meeting user needs.
• Reduced servicing costs through targeted self-service awareness campaigns for transitioning mortgage users.
• Align cross-functional teamwork across UX/UI teams, stakeholders, and Agile development scrum teams using Figma, Jira and Confluence to define product requirements and user stories with user research, voice of the.
• Contributed to digital strategy across products, leveraging KPI performance metrics and user feedback to drive continuous product improvement and ensuring compliance adherence.

Fort Mill, South Carolina, United States

• Selected by senior management to facilitate revenue growth through innovations in website channel management based on success building digital service division from the ground up. Accountable for leading the product.
• With a "test and learn" mentality, reimagined website delivery model to engage website visitors, qualify them as leads, improve end-user adoption, and convert prospects into lifelong customers.
• Overhauled website incorporating best practices in UX/CX in 1 year; led all project phases including business case presentation, RFP proposals, vendor selection, contract negotiations, and securing partnerships.
• Boosted lead generation and awareness through creation, execution, and monitoring of comprehensive SEO strategy that propelled site to page 1 ranking for key terms in 90 days.
• Improved bottom line by lifting use of self-service platforms (mobile, search).

Fort Mill, South Carolina, United States

Serve as credit union representative in local and remote political meetings to give thefinancial institution a voice and to better understand the political landscape affecting credit unions.

Fort Mill, South Carolina, United States

• Brought on board to create digital banking solutions that delight customers. Owned forecasting and managing profit/loss for $ 1.5 million+ budget.
• Created 5-year Digital Services Strategy to improve end user adoption, drive acquisition & retention, and increase penetration in 90 days; presented to CEO and Board.
• Hired, trained, and built high performing team of analysts with call center and branch liaisons to support online and mobile delivery channels.
• Within 2 years, guided development, delivery, and training for mobile deposit, funds transfer, bill pay, p2p, online loan payment, and marketing platform.
• Created awareness and built advocacy among frontline staff that increased employee adoption of online/mobile from in 30% to 75%.
• Reduced fraudulent access across digital banking platforms by 95% by researching, selecting and introducing a fraud early detection management system for digital banking.

Winston Salem, NC

• Directed the digital services channel with a focus on continuous improvement of the member experience through user research, managing strategic partner relationships, competitive product offerings, UI/UX improvements.
• Direct $1M+ budget to drive customer experience, acquisition, add-on sales, and retention for Online and Mobile Banking products.
• Performed product and vendor evaluations, attended industry conferences, and delivered recommendations to C-suite.
• Led awareness and training campaigns to communicate and support new product rollouts, core system changes, and UX improvements, resulting in significant increase in member self-service use and staff use of digital.
• Steered migration of Digital Banking (online and mobile) to new core financial system in 18 months.

Winston-Salem, North Carolina, United States

Combined entrepreneurial mindset and business acumen to startup web development company providing services for small to medium sized businesses. Developed vision, strategy and operational execution.

Master Of Business Administration - Mba, Ebusiness, Operations

Bs, Psychology