Gregory Reynolds Email and Phone Number

Leader of the organization, responsible for Product Portfolio Strategy and Transformation, Product Program Management, Product Lifecycle Management, Customer Experience (CX) Design, Digital Product Owners and UX Design. Reporting to Chief Product Officer.

Transformed existing VoC and Market Research function into a robust CX organization, capability and program. Functions include VoC, CX Data & Analysis, Market Research, Qualitative Research, CX Design and CX Engagement. As an integrated, cross-disciplinary team, we deliver value to the organization through deeper customer understanding, audience-based strategies and experience designs across all products and touch points. This is reinforced by democratizing CX; Equipping and enabling teams with the knowledge, data, tools and methodologies they need to manage their slice of the customer experience with greater impact and less risk.

Drove significant change in how products and experiences are ideated, tested and developed, bringing growth to long-stagnant products and developing net-new growth opportunities. Co-Founder of new enterprise-wide CX program, Founder and leader of CX/UX Research and Design center of excellence, and Change Management lead for implementing CX culture and discipline across the business.

- Led org and business transformation merging Corporate Card, Small Business and Consulting Services businesses into a consolidated business unit for best-in-class product and experience strategy, design, development and management.- Oversaw the refresh of existing core card products and the launch of net-new lending products, leading to step-change and record growth. Business Platinum grew to be the top revenue contributor in the company, while portfolio revenue was strengthened and diversified through new or evolved lending and co-branded products.- Facilitated the the renegotiation of co-brand products, including Marriott and Delta, and played a central role in the successful bid to Costco's small business lending RFP.- Supported the development of a new lending product integration with Intuit.- Reinvented a consulting serviced "cost center" into a revenue-generating service offering.,