Christopher Lacek Email & Phone Number

Responsible for increasing consumer engagement for online and mobile experiences through a customer centric digital transformation to improve payment/collections experiences and lowering our cost to serve.

Johnston, Rhode Island, United States

Defined product vision and influenced 20+ product managers, neighborhood leads and senior leaders on research agenda, product strategy, lifecycle management and roadmap through delivery to drive adoption and engage 2 million + mobile banking customers as part of a mobile first consumer banking strategy.● Aligned stakeholders including product, technology, digital identity, data & analytics, marketing, customer experience, designers, payments, operations, customer service, etc. to build a mobile channel roadmap and deliver features aligned with strategy that resulted in an improvement from 15th to 7th in the 2023 JD Power Consumer Banking Satisfaction Study, improved Mobile NPS from 48 to 65, migrated more than 2 million assisted service transactions to mobile banking while exceeding MAU growth targets● Led the Digital Workstream for HSBC (East Coast) and Investors Bank acquisitions in 2021 and 2022 that resulted in a successful onboarding experience for customers in the #1 financial services market in the world that saw more than 90% of digital active acquired users active within 6 weeks of conversion● Evaluated and sequenced initiatives to streamline features and operations to collapse flagship Citizens Mobile app with Citizens Access (National brand) to drive resource, investment, operational and customer experience efficiencies● Served as digital lead for Citizens Customer Experience Community of Excellence for sharing, championing, and inspiring other teams on ways to leverage the CX team, tooling, and services to drive business results

Dorchester, Massachusetts, United States

Defined digital vision, provided product leadership to 6 product managers and the online, mobile, and virtual assistant channels to help 1 million + customers prosper and thrive through a digital first transformation strategy.● Partnered with line of business leaders to socialize digital transformation objectives, building a shared vision for how digital could support in footprint and national product growth objectives and sequencing key enhancements into the digital roadmaps● Drove a mobile redesign to completion resulting in an increased ranking in Javelin Strategy’s Mobile Banking Scorecard from 20 to 13 from 2019 to 2021 while improving NPS 127%● Developed a vision and funding approval for managing Authentication and Security centrally within Digital given the impact on acquisition, activation, customer experience and retention to build reusable components that could be extended to payments, operations, contact center and branch● Led US digital engagement model with Santander Group Digital on common problem definition, product design, solution design and assessed alignment with US strategy. Prioritized and sponsored implementation of aligned features such as Virtual Assistant and Personalized Insights which were critical enablers to increase digital engagement while lowering operational expenses● Supported agile transformation including creation of a digital product manager job family, corporate and external learning and development plans and introduction of product management routines such as digital intake, weekly product alignment meeting, roadmap management, defining release objectives and enhancing product metrics● Implemented product operations to support risk and control management to demonstrate digital channels and products were operating and performing as intended, improving internal audit rating from needs improvement to satisfactory

Providence, Rhode Island Area

Developed digital strategy in partnership with corporate strategy and business leaders to leverage digital to transform the operating model, leapfrog peers and allow for selective differentiation within channel capabilities.● Business lead for mobile replatform initiative from vision setting, business case and funding, vendor assessment efforts, vendor selection, vendor onboarding and initial roadmap● Served as digital strategist for consolidating a standalone third-party site focused on payments and self-servicing experiences for Consumer Lending product suites into Online and Mobile Banking● Developed and advanced an engagement model with strategic vendors, fintechs and innovation labs to keep up with the latest trends, think differently about value creation and expose teams to new ways of working● Provided guidance and support to a team of product owners aligned to our business units and money movement functions to continuously evaluate the customer needs, business objectives and market conditions to evolve the digital roadmaps

Providence, Rhode Island Area

Influenced mobile banking product strategy that earned 4 time best in class industry recognition as “Highest Mobile Banking Smartphone Ratings” according to Javelin Strategy & Research for 2012, 2013, 2014 and 2015 Mobile Banking FI Scorecards.◆ Supported new mobile and tablet product development initiatives including competitive and user research, business case development, scoping and all phases of the product development lifecycle◆ Collaborated with business analysts, developers, vendors and other stakeholders to create requirements that maximize business needs, customer needs and technological capabilities◆ Provided guidance and direction to designers and delivery teams to support creative designs, development, and prototypes while managing tradeoffs in order to meet business objectives, customer experience goals and release timelines◆ Communicated product and project status, issues and launch plans to key stakeholders within the organization including senior management, technology, marketing, social media, risk, compliance, product lines, contact center, and branches◆ Partnered in goal creation and establishment of performance indicators to monitor progress against goals◆ Analyzed quantitative and qualitative data in order to optimize and continuously improve the customer experience◆ Established relationships with key teams across the organization to develop and enhance mobile programs that support online/offline marketing tactics, sales programs, colleague training and customer service◆ Tracked mobile banking market trends, competitive landscape, and new entrants in financial services and provided thought leadership and insights that informed product roadmaps

Cleveland/Akron, Ohio Area

Managed strategy, scope, budget, timeline, and risks for designated financial services projects within the online and mobile channels◆ Assembled and led cross functional teams of information architects, creative designers, developers, copywriters, search marketers, and analytics resources to execute on project objectives ◆ Created and presented decks detailing project objectives, features/functionality, user experience and results◆ Facilitated productive meetings with a diverse audience including senior management, business line representatives, vendors and technology teams◆ Participated in the onboarding and training of new functional resources and served as a mentor to team of business associates

Cleveland/Akron, Ohio Area

Provided functional business analysis support for various clients and project teams within financial services.◆ Developed reusable documentation that resulted in delivery of higher quality online products and services while also reducing internal and client turnaround times◆ Captured business requirements from stakeholders, authored detailed business requirement documents and functional specifications◆ Created user journey documentation and wireframes for new or modified functionality◆ Authored quality assurance documentation and executed test plans to support delivery standards

Cleveland/Akron, Ohio Area

◆ Performed life & health and mutual fund support services for mentor’s clients◆ Developed prospecting campaigns through the use of referrals and marketing strategies◆ Facilitated fact finding sessions with prospects or clients and provided financial and risk management recommendations

Bachelor Of Science (B.S.), Finance

International Marketing