Robert Huggins Email and Phone Number
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Strategic leader driving transformation of digital sales & servicing consumer experiences. Comfortable working in large-scale matrixed, highly regulated environments with peer executives, senior executives, and teammates at all levels. Client-centric design thinker with a demonstrated ability to translate digital opportunities into profitability.Most recently, held leadership roles within the Consumer CXO (Chief Experience Officer) organization, driving the path forward for Bank of America’s #1 ranked online and mobile platforms. Comfortable taking over spaces lacking clear success metrics or strategy, then establishing cross-functional partnerships, defining KPIs, and aligning funding and marketing to key strategies with a clear path to market.Examples of recent accomplishments:• All-time high digital self-service rate for migratable product-specific transactions• Mobile engagement of value-driving experiences up 100% or more year over year• Millions earned or saved through data-driven changes to mobile and online pages• Multiple years as one of the top innovators (patent filings) across Bank of America's Digital, Marketing, Consumer & Small Business, and wealth management divisions
Bank Of America
View- Website:
- bankofamerica.com
- Employees:
- 232061
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Senior Director, Digital Strategy For Growth OffersBank Of AmericaCharlotte, Nc, Us
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Senior Director, Digital Business AccelerationBank Of America Jan 2024 - PresentCharlotte, Nc, UsDirected large-scale, strategic digital initiatives tailored to the needs of key client segments, integrating seamlessly into sales and servicing workflows to drive engagement and business growth. Defined, articulated, and championed a unified vision that aligned cross-functional teams, organizational leaders, and broader functions. Owned the end-to-end lifecycle of digital transformation, from crafting compelling narratives that secured multi-million-dollar funding to delivering innovative, customer-centric digital experiences. Ensured strategic alignment, measurable outcomes, and operational excellence across all initiatives.• Delivered +49% increase in Growth Offer Reach during first year in role.• Influenced senior-level stakeholders (bank presidents, etc.) to secure $40 million or more per year of funding for growth initiatives.• Led program development for pioneering digital capabilities, from generative research to digital feature definition and delivery roadmaps.• Drove progress by facilitating cross-functional alignment of executives, product owners, designers, and technologists, as well as developing advocacy among key stakeholders.
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Senior Director, Digital Sales & Service StrategyBank Of America May 2022 - Dec 2023Charlotte, Nc, UsLed the integration of digital experiences and marketing strategies across deposits, card, and lending products, driving bottom-line growth and enhancing customer engagement. Developed and executed a multi-year roadmap aligned with business goals, proactively identifying and delivering high-impact opportunities. Collaborated with cross-functional partners to implement digital technology investments, innovative marketing tactics, and cost-efficient design enhancements that streamlined processes and maximized results.Achieved Record-High Digital Self-Service Rates • Drove record digital self-service rates for product-specific transactions, reducing operational costs and improving customer satisfaction.Boosted NIBT Through Digital Access Improvements • Delivered millions in incremental annual net income before taxes (NIBT) by enhancing digital access to direct deposit setup instructions, simplifying the process for users.Increased Checking Account Application Starts by 35% • Improved cross-product synergy by redesigning the debit product page, leading to a significant lift in checking account application starts.Reduced Call Volume While Enhancing Credit Line Increase Requests • Achieved a 96% increase in reactive credit line increase requests while reducing related phone calls by 25%, streamlining the customer journey and reducing operational strain.Expanded Authorized User Adoption by 131% • Delivered a 131% increase in authorized user additions via mobile, leading to a 2x boost in retail spending per card.Improved Engagement Rates for Critical Marketing Communications • Achieved a 5x increase in channel engagement for marketing campaigns aimed at verifying mailing addresses for debit card renewals, ensuring seamless service continuity.
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Senior Director, Digital Servicing StrategyBank Of America Mar 2021 - May 2022Charlotte, Nc, UsHeaded strategy for bank product digital servicing as part of the Consumer CXO (Chief Experience Officer) organization, the team defining the path forward for Bank of America’s #1 ranked online and mobile platforms. Promoted to take over a space lacking clear success metrics or strategy to achieve them. Within first year, established cross-functional partnerships, defined KPIs, and aligned funding and marketing to key strategies with a clear path to market. Enhanced client-centric digital experience, enabled self-service, and drove overall profitability via digital for Bank of America’s over 43 million digitally active clients.Key accomplishments:• Influenced peer executives and senior executives to build consensus around strategic vision.• Led cross-functionally across consumer product areas (Deposits, Debit, Payments, Credit Card, Lending), to integrate strategies, then fund, prioritize, and deliver groundbreaking initiatives.• Spearheaded $100 million tech investment portfolio, winning approval of top leadership (including Retail Bank President) while collaborating closely at all levels.• Defined and drove key performance metrics that are directly enhancing the bottom line by reducing transactional costs and growing revenues for some of the bank’s largest profit centers• Built a culture of client-first, data-led strategy, resulting in significant KPIs growth year over year.• Directly or indirectly managed numerous teammates and teams. Recruited, onboarded, and developed mid-level teammates.
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Director, Banking & Investing Digital SalesBank Of America Sep 2018 - Mar 2021Charlotte, Nc, UsDrove digital strategy and performance across Deposits, Credit Card, Lending, and Investments. Stepped into a newly created role with little definition, defined a path to success, and delivered bottom-line results.Key accomplishments:• Generated nearly 200,000 incremental digital sales (deposits and credit card) on top of record performance by launching all-new A/B/n testing and optimization program.• Doubled banking-to-investing referrals to the Merrill brokerage firm through enhanced visibility and contextual integration in digital banking (ex: homepage, sales pages, mobile).• Identified cross-channel opportunities to enhance client experience and lift sales (ex: outbound sales calling triggered by abandoned product applications).• Integrated MarTech with unauthenticated and authenticated experiences, enabling real-time personalization and performance insights to guide additional investment (ex: Adobe, Celebrus).
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Digital Channel Consultant, Investments Digital SalesBank Of America May 2016 - Sep 2018Charlotte, Nc, UsRecruited by Merrill Lynch to drive growth of self-directed and advised brokerage services.Key accomplishments:• Fueled 27%+ annualized sales growth despite team transitions and resource constraints.• Delivered high-visibility digital projects and supported regulatory rule implementations.• Optimized numerous processes to manage workflow, reduce expenses, and lift productivity.• Developed and mentored teammates as a leader with earned influence.
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Strategy & Management AssociateBank Of America Jun 2014 - Apr 2016Charlotte, Nc, UsOne of eight Consumer Banking MBA Leadership Development Program Associates (Strategy & Management) selected from an intensely competitive nationwide search.Key accomplishments:• Generated significant revenue opportunities for card-linked offers by unlocking new customer segments, then designing and scaling a compliant execution process.• Launched digital adoption program for greater Seattle area by recruiting and equipping digital ambassadors to execute a client digital adoption playbook.• Called “best coach I ever had” by a highly-tenured banker while leading a sales team.• Increased client satisfaction 38% across key Bay Area markets by driving client engagement processes at every level – from executive leadership to hundreds of front-line associates.• Credited with “changing the culture” by area leadership in a period of less than three months.• Streamlined ATM network planning, slashing process time by 50% for a key product launch.
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Director Of Marketing & DevelopmentPartners International Oct 2007 - May 2014Atlanta, Ga, UsNonprofit providing funding and consulting to community partners in 30 developing nations.Key accomplishments:• Grew mass-market and mid-level donor segments 50% through acquisition and retention.• Recruited, managed, and developed staff, interns, and volunteers.• Orchestrated scalable cross-functional processes through a global team in 30+ countries.• During the financial crisis, rose from part-time associate to executive responsible for 50% of cash revenue, including omnichannel marketing, digital commerce and phone channels. -
Photography, Design & MarketingRobert Huggins Photography Sep 2004 - Aug 2012Owner of studio providing wedding, portrait, and action photography.
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Photography EditorWhitworth University Sep 2002 - Dec 2003Spokane, Wa, UsHead of photography and 10 photographers for campus newspaper
Robert Huggins Skills
Robert Huggins Education Details
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Duke University - The Fuqua School Of BusinessInternational Business -
Whitworth UniversityCommunication And Media Studies
Frequently Asked Questions about Robert Huggins
What company does Robert Huggins work for?
Robert Huggins works for Bank Of America
What is Robert Huggins's role at the current company?
Robert Huggins's current role is Senior Director, Digital Strategy for Growth Offers.
What is Robert Huggins's email address?
Robert Huggins's email address is ro****@****gins.co
What is Robert Huggins's direct phone number?
Robert Huggins's direct phone number is (888) 637*****
What schools did Robert Huggins attend?
Robert Huggins attended Duke University - The Fuqua School Of Business, Whitworth University.
What are some of Robert Huggins's interests?
Robert Huggins has interest in Poverty Alleviation, Education, Disaster And Humanitarian Relief, Economic Empowerment.
What skills is Robert Huggins known for?
Robert Huggins has skills like Direct Marketing, Web Content Management, Photography, Graphic Design, Content Strategy, Multimedia Project Management, Product Management, Digital Marketing, Video Production, Strategic Planning, Program Management, Team Leadership.
Who are Robert Huggins's colleagues?
Robert Huggins's colleagues are Yichen Fu, Rocio Zambrano, Muhammad Zafar, Kalyan C, Sabrina Barbieri, Achala M, Mark Nieto.
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