In this role, I lead the development and execution of complex digital customer experience initiatives and influence the digital strategy of the credit card line of business. I am responsible for managing and overseeing a team of digital professionals, including India-based Scrum teams. I collaborate with peers and senior leaders to resolve issues and achieve goals. I also participate in large-scale planning, assisting to ensure proper resource allocation, negotiating project scope based on business case/benefit, and embracing candid “trade-off” conversations. Highlights of accomplishments in this role include:▪ Led digital experience initiative to migrate customers from legacy to new credit card products by embedding digital messaging at each step of customers’ migration. Achieved 40% spending increase with one population and 9% of inactive customers returned to active card use.

Lead the Shared Services and Maintenance teams who support initiatives and maintenance for digital experiences.

Develop digital customer experience strategic road-map for credit card enhancements. Partner with cross-functional teams in a highly-matrixed organization. Lead or partner with Credit Card line of business to define business cases and secure resources for key digital servicing initiatives.Customers were often confused after making a credit card payment via digital channels. Championed removal of pain points and secured funding to improve the customer experience through dynamic, payment-oriented messaging. These enhancements closed competitive gaps and contributed to Wells Fargo climbing from 7th to 3rd place on the 2016 Q4 Keynote Competitive analysis. Partnered with Credit Card line of business to define scope and provide guidance on servicing platform capabilities as part of the two most successful credit card product launches, Wells Fargo Cash Wise Visa and Wells Fargo Propel American Express®. Ensured that all digital capabilities were in place for new customers at launch. Retired outdated automatic payments form for credit card and replaced it with a solution integrated into all digital servicing channels, middleware, and system of record. The new solution provided a much-improved customer experience and decreased servicing costs by over $2MM.Identified projects and/or worked on business-funded initiatives that closed competitive gaps or addressed customer pain points in the digital experience: scheduling payments via mobile, credit line increase, credit card disputes, secure session maintenance, and various projects that reduced risk.

Senior Consultant to Fortune 100 Retirement Services Provider: Led the requirements definition and business analysis for complete overhaul of secure web site used by mutual fund customers for self-service capabilities and transactions. The result was a redesigned user experience that addressed competitive gaps and aligned capabilities with best-in-industry sites.Supported top 4 U.S. Bank’s mass market consumer segment as a business change manager on program to transform DDA product offerings. This effort included an online solution enabling customers to migrate from legacy offerings and self-select to new checking products. Directly supported the executives leading the migration and prepared presentation decks used in leadership forums (i.e. direct reports to CEO) that enabled key decisions. Analyzed risk-related projects for the Tech & Ops organization of a top 4 U.S. Bank as part of annual planning process. Consulted with business partners to score, rank, and prioritize projects with goal of reducing risk; the client’s anticipated expense declined from $200 million to $80 million.Led overhaul of client's English and Spanish content in authenticated and public sites announcing overdraft protection product enhancements to 20 million customers as well as prospects and visitors. New content was deployed on-time with zero defects, aligning to the top 4 U.S. Bank's overdraft strategy.

Executed integrated multi-channel marketing programs for the Small Business line of business, including an integrated media partnership that achieved its primary objective of driving a statistically significant lift in brand and attitudinal metrics across the board. Directed Yahoo! and digital media agency teams on content layout, ad placements, and publishing calendar. Also led agency and internal teams in creation of integrated, multi-channel messaging that supported small business fee-based digital capabilities such as online banking, invoicing, payments, and payroll.

Digital sales lead for small business online products such as online banking, invoicing, payments, and payroll that generate over $30 million in annual revenue. Tracked online sales versus plan and developed weekly forecasts. Premium, fee-based Online Business Suite achieved 105% of plan in 2008.

Product manager for online statements with primary responsibility of achieving breakthrough expense reduction by shifting customers to paperless statements. Inherited at-risk project that ultimately surpassed goals by deploying a multi-channel, enterprise solution for maximizing paper suppression. Over two million incremental paper statements were suppressed through year-end 2009 (representing an expense reduction of $10.1 million). Recipient of 2007 World-Class Customer Experience Award.

Began career in fast-paced call center environment and was promoted to management role in less than 18 months. Through effective networking, steered career path to various eCommerce roles of increasing responsibility while becoming key contributor to the organization’s online strategy. Demonstrated online capabilities to C-level retirement plan prospects to support new business acquisition. Led the introduction of the organization's first paperless statement offering to 401k participant plan statements.Conducted vendor search for online survey capability and subsequently executed 20+ surveys that provided key voice of customer data.