Harrison Chan Email & Phone Number

Austin, Tx, Us

Round Rock, Tx, Us

• Led the “Smart Tools” platform development that improved data capture on “Job to be done” tasks, proof-of-work completions, and event tracking, providing insights for smarter enhancements, roadmap, and decision-making.• Created and implemented a clear structure of roles and responsibilities for my team from scratch, resolving daily confusion and addressing previously undefined frameworks. Enhanced the onboarding process to align new team members quickly with their roles, driving accountability and support toward the client’s objectives.• Interpreted data to understand KPI failures. Worked with tech leads, engineers, and designers to remedy quality issues ranging from enhancements to controls and Standard Operating Procedures (SOP), increasing positive client satisfaction.

San Antonio, Texas, Us

1 in 2 people are short less than $50 before payday. This leads to stress, no savings, and the possibility for overdraft fees and payday loans. FloatMe offers a mobile app to help millennials cover cash gaps and improve their finances. Our product is accessed via a mobile app available on both iOS and Android. Our mission is to help people make better financial decisions.• Designed, developed, and launched a secure charge card (linked to a security deposit account) that helps credit-challenged cardholders improve their credit scores. Collaborated with internal and external teams to ensure on-time development and beta launch within six months. • Led app iterations on all user touchpoints and content, from sale, marketing, funnel, servicing & communications, to drive self-service conversion, engagement, and growth. Actively monitored customer feedback, competitive landscape, product health, and key performance indicators, such as engagement, retention, card spend, and both app and card usage.• Conducted comprehensive market research, comparable and competitive analysis to identify market trends and opportunities for product differentiation.•Managed epics, groomed user stories, acceptance testing, and sprint planning. Synthesized data and resolved trade-offs, managed the backlog, and prioritized product roadmap.

Chicago, Illinois, Us

At Bank of the West, your money has values as well as value. We know money deposited in a bank has the power to finance positive change. So we are taking action to support activities that help protect the planet, improve people’s lives, and strengthen communities. We are redefining banking for a better future by focusing on areas where we believe we can have a real impact: supporting energy transition, helping enable women entrepreneurs, and financing innovative start-ups.• Managed payment and money movement product portfolio in the app and web. Grew annual transactions, total money moved, and annual revenue. Collaborated with operational risk SME that drove fraud savings.• Played the lead role in the discovery, design, alignment, and execution of the company’s first digital wallet to all active digital card users, collaboratively leading multiple LOBs and delivery teams. Defined strategic direction and growth roadmap.• Redesigned digital payment process that increased engagement, reduced call volume, and operational savings.• Interpreted data to understand KPI failures, and worked with designers, tech leads, and engineers to remedy various issues, from dev enhancements to app performance, increasing positive user feedback.• Led business case development for an international payment GTM initiative that can increase customer satisfaction, grow revenue, and reduce call center volume. • Built relationships and led designers, tech leads, and engineers to build UI/UX and architectural designs. Managed epics, groomed user stories, acceptance testing, and sprint planning. Applied data to resolve trade-offs, managed the backlog, and prioritized MVP and MMF roadmap.

Westlake, Texas, Us

Charles Schwab is a different kind of investment services firm – one that strives to disrupt the status quo of the traditional Wall Street approach on behalf of our clients. We believe today, as we did on Day 1, that when you find ways to improve the investing experience for your clients, then business results will follow. • Owned the MVP software product lifecycle to redesign the UX/UI to grow self-service digital adoption, and secured funding for scalable digital initiatives to rapidly deliver priority product & features to grow customer satisfaction with cost savings. • Developed business cases for investment recommendations before presenting to leadership for funding, detailing the problem statement, solution and trade-offs, value proposition and cost-benefits. • Conducted research to define the client market segments and their value proposition & use cases, and owned the product delivery plan, including a multi-year prioritization roadmap to expand payments and money movement. • Partnered with UX researcher & UI designers, synthesized customer feedback and competitive analysis, advanced demographic insights to influence the MVP product roadmap, and leveraged empathy, pain points, and quantitative data to drive smart decisions and adjustments. Significantly increased client interaction and client-easy score. • Applied data to resolve trade-offs with engineers, managed the backlog, and prioritized roadmap, epics, and user stories. Increased operational cost saving by reducing call center volume, and increased product adoption and asset retention, thus growing asset under management & revenue.

San Francisco, California, Us

Wells Fargo & Company is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 8,050 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 38 countries and territories to support customers who conduct business in the global economy. • Defined, monitored, and analyzed product health & success. Shared learnings with the product development team, distributed KPI reports, and helped leadership formulate product direction. • Directed funnel, retention, and churn analysis to identify points of friction and opportunities for user experience improvements.• Synthesized the data and analyzed acquisition & usage patterns to continually optimize UI/UX & product performance. Monitored key metrics governing the product space, with an eye towards continuous enhancements. • Led research in defining market segments and the development of the prioritized roadmap to achieve growth and monetization.• Led collaboration across segments to find opportunities for and to showcase ideas in the company’s enterprise innovation and emerging business pipeline.

San Francisco, Ca, Us

First Republic is a different kind of bank. We and our wealth management affiliates provide exceptional service in everything we do. It’s one of the reasons for our high level of client satisfaction, and why we were named Best Private Bank in North America recently by Private Asset Management Magazine. With more than 60 offices on the West Coast and in the Northeast, we deliver a level of personal service you won’t find anywhere else. • Drove end-to-end product strategy through the full product lifecycle, leading and supporting cross-functional teams, partnering with design, engineering, product marketing, and other stakeholders to access, fund, and reliably ship marketplace features to grow user adoption, satisfaction, engagement, and peer-to-peer collaboration. • Worked with cross-functional teams to iterate and learn from rapid prototyping testing techniques. Successfully leveraged user personas and pain points, user insights and needs, and “Jobs to Be Done” to define the MVP scope, use cases, and requirements. Communicated and documented insights and product vision to all required stakeholders.• Leveraged customer feedback, data analysis, and prioritization frameworks to prioritize the MVP roadmap by taking into account the value proposition, feasibility and risk, level-of-effort vs. trade-off & impact, cost-benefit and business objectives. • Work closely with engineer teams to manage epics, groom user stories, acceptance criteria, specs and prototypes. Planned releases, led UAT and quality assurance, and openly communicated what is being built, what is out of scope, and the launch timelines at meetings and on Jira & Confluence. • Led efforts to integrate gamification tactics to improve targeted behavior to grow user engagement and usage.

San Francisco, California, Us

Wells Fargo & Company is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 8,050 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 38 countries and territories to support customers who conduct business in the global economy. • Owned the complete software product lifecycle, leading cross-functional teams to ship new product & features reliably and responsible for the innovation and business case development for the next-generation loyalty + payment experience.• From ideation wireframes to the final human-centered design, led cross-functional teams to launch the company’s first mobile rewards platform with four partners and a SAAS vendor. Without marketing, increased conversion and increased the target marketing eligible population. • Optimized the customer journey within the web, mobile and tablet. Significantly increased product awareness, and increased member interaction. • Led the re-platform development, launching a multi-channel digital platform with five external partners, utilizing API web services. Increased client adoption and increased conversion. • Creatively identified and implemented a servicing web-tool that significantly reduced the escalation resolution time while increasing customer satisfaction. • Worked 1-on-1 with the SVP to finalize the major investment recommendations for the next-gen experience to drive usage and engagement. Developed, socialized, and presented the business case to leadership, detailing the customer journey map, payment and technology adoption trends, product development & integration complexity, and regulatory and risk appetite.