Jackie Scott Email & Phone Number

Product Manager supporting cross-channel new account customer onboarding experiences, including customer communications and account setup activities.

San Francisco Bay Area

Within the Wells Fargo Gateway API Developer Portal Product team, drove cross-team activities including:• User Story and UX design reviews and prioritization • Training Plans and materials development supporting launches• Intake process for ideas, enhancements, VOC• Enterprise Digital Properties Governance

211 Main St. Sf.

Digital Payments Team: Sept. 2016 - June 30 2017> Provided business analysis and requirements for an enterprise-wide money movement modernization project.> Provided detailed requirements and analysis for online transfers and payments (desktop and mobile web) across multiple business and technical stakeholders, to improve feature functionality and user experience. > Created user stories and mockups for online transfers and payments experience; worked with development and QA resources for grooming and sprint planning in Agile development environment. Deposit Products Team: Sept. 2015 - Sept. 2016> Supported multiple enhancements and day to day functions for payment products, including Bill Pay and Checks> Served as business lead for a vendor online integration initiative, interfacing with multiple business, technical and vendor stakeholders to define project scope, requirements and implementation plan.

Foster City, California

> Provided project management and BA functions for the Consumer Credit Product Office> Interfaced with multiple internal and external business and technical stakeholders to plan, define and implement a new consumer credit product.

> Day-to-day Product and Project Management functions for payment products - Debit Card, Bill Pay, Checks, other> Worked across stakeholders to develop requirements and implementation plans; improved operational processes> Interfaced with existing and new vendors to implement enhancements

Foster City

Supported development of consumer credit platform enhancements:> Defined and managed project deliverables for Platform Services team> Worked with international stakeholders to define business needs, business requirements and user experience > Developed technical requirements and use cases> Supported UAT planning; developed inventory and scripts; conducted UATProvided project management and business analyst functions supporting:> consumer credit & debit card benefits/program assessments> sales/relationship managers with various Issuer card programs

Foster City

Developed requirements and process flows supporting next generation reporting and expense management tools for commercial clients - over numerous releases. Included:> Expense reporting and approval workflows> Expanded reporting for cardholders, managers, administrators> Multinational program reporting for companies and banks> Supplier spend analysis and reporting

Part-Time product and project management services.> Collaborated with leadership team to define business objectives> Developed user experience and technical requirements> Defined and managed project deliverables

Defined and implemented new processes for custodial accounts approaching the termination age for custodianship. • Client Experience Definition - Led cross-enterprise collaboration of a new client experience which included new client communications, account events, service delivery and support tools.• Business Analysis – Led team members across multiple channels and enterprises to identify business needs and process workflows. Developed business requirements & artifacts (Vision, Business Rules, Supplementary Specs) & served as key business participant in technical discussions, QA/UAT planning and testing.• Project Management – Led cross-functional (enterprise, channel) implementation planning and execution of a multi-phased launch. Managed all project team communications, reporting and issue resolution. Developed all field communications and internal procedure updates.

Developed business requirements and conceptual design for delivering a suite of online functions and tools for various internal and external user-groups (merchants, acquiring banks, customer service) for expansion with an international client.

Implemented a new integrated brokerage/bank product, “Investor Checking”. • Defined client and product experience between bank and brokerage. Included: product features and pricing (checking, debit card, billpay, credit line), sales & service delivery models across all channels. • Business Analysis – Led requirements gathering sessions and development of new work processes across multiple teams and functions. Developed requirements artifacts for products, money movement and bill payment features across Schwab Brokerage and Schwab Bank. • Project and Launch Management – Developed, managed and implemented master project plan & product launch roadmap across multiple releases, functions and lines of business. Managed all team communications, reporting and issue resolution. Developed all field communications and internal procedure updates. • “Access” Account Retirement: Performed same functions as above to migrate Access Account clients to new product.

• Performed competitive analysis and produced product feature and pricing recommendations for launch of Charles Schwab Bank. • Developed vendor requirements for deposit and overdraft credit line products, content for customer statements and client correspondence (product and regulatory). • Led cross-functional team (multiple channels and lines of business) to define the client experience, operational practices, sales and service models; planned and executed product launch.

• Implemented ongoing program-wide Customer Satisfaction measurement program• Developed, implemented, and analyzed customer survey; developed action plan to improve sales, enhance cross-sell ratio, and boost client retention.• Developed and implemented enhancements to Non-Exempt Incentive program. • Improved sales production at retail branches by developing and implementing new sales strategies; upgraded collateral material. • Planned and developed all marketing content, policies, procedures, and communications for a new packaged product (Sapphire Account) used by Private Bankers as retention/acquisition tool.

1998 - 2000 VP/Manager - CA Consumer Bank Merger Transition TeamLed team to standardize 300 operational practices in support of the Bank of America and NationsBank merger strategy.1996 – 1998 VP/Manager, Project Consultant - CA Retail Sales & Service • Implemented a new company-wide portfolio management program (Financial Relationship Manager). Identified business strategy, developed implementation plan, managed master project plan, co- developed processing requirements, and ensured end-to-end systems integration and test planning for multiple states.• Created and managed a unit to provide program maintenance and support functions to 300 Financial Relationship Managers serving upscale clients in 5 states. Developed on-line viewing, record change and contact management capabilities and operational procedures to ensure quality service and control.• Recipient of CEO Award

1995 – 1996 VP/SalesNet Program Manager - CA Retail Sales & Service • Enhanced underutilized data-mining tool, improving retail telemarketing sales-to-contact ratio and reducing annual operating costs. Migrated to web-based solution, improved systems performance, developed shelf-ready campaigns, and improved end-user training, performance goals and best practices.• Managed team of 3 direct reports and 33 end users. 1993 – 1995 VP/Project Manager - CA Retail Sales & Service • Developed portfolio management solutions for 900 Personal Bankers residing in retail branches.• Implemented new corporate sales philosophies and reengineered new account opening process, increasing new account cross-sell ratio• Implemented on-line credit card and consumer loan credit screening and instant approvals.• Assessed business needs for a bank-wide contact management strategy and product delivery channel approach (e.g., touch-screen kiosks and mobile workstations).

1990 – 1993 AVP/Project Analyst - Retail Operations • Supported various marketing, operations, and systems development projects, including re-pricing, product/service introductions, enhancements, promotions, centralizations, workflow changes, etc. 1980 – 1990 Call Center Group Manager; Various In-Branch Positions