Jim Cook Email & Phone Number

Salt Lake City, Ut, Us

Chicago, Illinois, Us

AZEK is an innovative manufacturer of beautiful, and environmentally sustainable outdoor living products, deeply committed to making a lasting impact on the world by accelerating the use of recycled materials. Consistently recognized as the market leader in innovation, quality, and aesthetics, products across The AZEK Company’s portfolio are made from up to approximately 90% recycled material and primarily replace wood on the outside of homes, providing a long-lasting, eco-friendly and stylish solution to consumers.• Established and built the Web Strategy and UX team planning, designing, developing, and continuously optimizing the digital customer experience journey.• Focused on KPIs of the Web experience; including conversion rate optimization, UX optimization, customer satisfaction (CSAT), creating customer advocates, and lowering operational costs.• Established user-centered design processes through UX research, digital product design, and customer-insight-driven digital experience intelligence analytics analytics guiding the strategic digital product roadmap.• Collaborated across various levels of management utilizing lean process frameworks with an emphasis on achieving targeted business outcomes for digital experience KPIs.• Utilized emerging composable, headless technology to increase the ROI of digital marketing ecosystem investments, and provide a highly flexible digital experience environment for continuous testing and optimization utilizing AI frameworks.• Increased customer leads for contractors by 50%, and sample order conversion rate by 17%, key success factors in the customer journey

Seattle, Washington, Us

North America's largest electric bike brand, and we build bikes for everything and everyone. At Rad Power Bikes, we’re building a world where transportation is energy-efficient, enjoyable, and accessible to all.• Developed and led the Digital Product Management team to plan, design, develop, and manage the digital customer experience journey.• Focused on key OKRs including driving e-commerce revenue, increasing conversion rate, reducing customer chain, increasing customer satisfaction (CSAT), creating customer brand advocates through product reviews, and referrals, growing lifetime value, and lowering operational costs.• Developed and executed a comprehensive digital product roadmap strategy aligned with the company’s key business objectives, market trends, and customer needs.• Leveraged digital marketing strategies and composable, headless e-commerce ecosystems to optimize the digital purchase experience and drive revenue growth.• Utilized design system processes and frameworks to develop and implement UX/UI standards ensuring consistency, visual appeal, and usability across the Web experience.• Increased e-commerce conversion rate by 10% through UX research, usability testing, and conversion rate optimization A/B testing.

Lindon , Ut, Us

The VOID was the market leader in location-based virtual reality entertainment. As Head of Digital, I developed the strategic vision, execution, and optimization of our digital customer journey. This involved the relaunch of our digital brand experience and the UX/UI design, design system, development, and release of an enhanced eCommerce customer experience to support our latest location-based virtual reality products during 2019.• My focus on Key Performance Indicators and business objectives guided the digital experience journey roadmap. The primary KPIs; were to increase brand and new forms of entertainment product awareness, increase e-commerce booking conversion rate, average booking order value, and customer retention through repeat bookings, and customer referrals.• The application of advanced CX analytics; NPS, CSAT, Google Review sentiment analysis, UX analytics, customer effort score, heatmaps, session recordings, and event-based persona cohorts.• During 2020 the focus was on developing a digital product roadmap of enhancements to optimize the customer experience journey, continuously improving our KPIs.• The foundation of the digital product roadmap was the development of a digital marketing and ecosystem. This involved research, evaluation, and integration of new composable, headless platforms with The VOID’s VR experience platform and information systems. The centralcomponent was a Customer Data Platform (CDP) to unify the data and analytics for all customer touch-points across all channels.• The CDP further allowed us to understand the full customer journey and develop behavioral personas that provided personalization acrossbrand awareness, purchase consideration, post-purchase, location experience, and retention.• Increased brand and product awareness by 30% through Google search results and e-commerce booking conversion by 22% with integrated purchase experience within Google search results and Google Maps.

Las Vegas, Nv, Us

Credit One Bank is the fastest-growing credit card issuer in the United States. • Established a new role leading the strategic vision, design, and execution for all aspects of how customers engaged with Credit One Bank across the digital customer journey. Led cross-functional business processes to develop an innovative and adaptable mobile digital experience strategy roadmap.• The challenge was to create a mobile experience to help customers manage, and control their finances, driving long-term retention and loyalty for the company and brand.• Within the first year, the mobile banking app went from zero to over 4 million active monthly users. The mobile app provided a new level of convenience and security for customers to log in multiple times per month through touch or facial recognition to check balances, review credit scores, make payments, upgrade credit cards, or add a new credit account.• I led the digital customer experience, and UX strategic direction, processes, and methodologies to achieve optimized digital banking experiences. This involved UX architecture to define business and technical requirements that aligned with the business objectives and KPIs.User research and analysis to determine customer needs, motivations, and behavior.• Analysis to confirm and validate critical assumptions to properly guide UX, and customer journeys, and define functional use cases. Validated through iterative usability testing, phased releases, A/B testing, and analytics to discover and continuously surface optimization opportunities.• The Credit One Bank mobile iOS and Android application received a 4.7-star rating on the App Store and Google Play and a top 3 mobile banking application rating from JD Powers.• The increased frequency of digital customer engagement allowed for more opportunities to provide customers with contextual banking product offers, increasing new credit lines by 30%.

Louisville, Ky, Us

Mission Data, is a digital product strategy, design, and engineering company based in Louisville, KY. and Washington D.C.• I led digital product strategy, business development, digital experience design, and digital product initiatives for some of the largest brands in the U.S. across a diversity of markets; Kroger, National Geographic Society, NBC Universal Bravo TV Top Chef, Papa John’s International, Penguin Random House, The Atlantic, Makers Mark, Sazerac, Chamberlin, and Advisory Board Company.• I executed a measurable return on investment for clients through digital business transformation initiatives focused on impacting business outcomes in the areas of new revenue, digital product development, workforce enablement, customer experience, loyalty, and operational process efficiencies. Client engagements involved the strategic application of emerging technologies; Internet of Things, machine learning, augmented reality, virtual reality, location beacons, and voice-based experiences.• I led digital product management, digital marketing, and iOS and Android UX design and development of the BravoTV Top Chef University mobile app.• Digital product strategy and development in partnership with National Geographic Kids to produce the highly successful Weird But True and Just Joking iOS mobile apps.

• I co-founded ThoughtLava, a digital marketing strategy, customer experience design, and Web development consultancy.• Developed a base of over 50 clients in North America, Europe, Asia, and Australia providing digital marketing, and Web strategy services across the entire digital customer journey in multiple industries; automotive, floral, publishing, hospitality, transportation, and storage.• Created the execution and operational processes to manage multiple digital marketing services; search engine marketing, content marketing, personalization strategy, and development, Web UX/UI design, development, and optimization management, digital marketing strategies, search engine optimization, email marketing, conversion rate optimization, content management systems, e-commerce strategy, design and development, social media marketing, lead generation, UX/UI design, Web, and marketing analytics, and digital personalization strategy, and development.• The success of our clients was based on a close partnership to identify the key business drivers KPIs (activities that will increase revenue and or provide operational efficiencies) and execution of digital experience strategies to achieve those business objectives.• I co-founded Semanticator a digital marketing and digital experience B2B2C Software as a Services (SaaS) company in 2006 providing digital personas, and personalization services and technology.• Semanticator developed patent-pending digital marketing services and technology enabling Websites to recognize cohorts of specific marketing personas, and customer journeys, and deliver a more meaningful customer experience and digital brand personalization.• 40 plus companies licensed Semanticator marketing services and technology from industries like automotive, floral, publishing, hospitality, transportation, and storage.• I co-founded Digital Whammy a digital marketing music startup in 2001.• Provided brand-sponsored digital music communities.

Chandler, Arizona, Us

Insight Enterprises, Inc. (NSIT) is a Fortune 500 global technology company operating in 19 countries with approximately $7 billion in annual revenue. A leading provider of business-to-business and information technology capabilities for enterprises. Insight focuses on four primary areas: supply chain optimization, cloud, and data center transformation, connected workforce, and digital innovation.• I established digital marketing, customer experience, and e-commerce strategy objectives and managed operational processes across the parent company and subsidiaries.• I participated in mergers, acquisitions, and strategic digital customer experience leadership, and e-commerce management expertise in a matrix organization was critical in transitioning Insight’s brand to a position of trusted advisor to its clients, helping them enhance their business performance through innovative technology solutions.• I Led Insight’s cross-functional enterprise e-commerce excellence team with a strategic focus on developing an optimal digital customer experience, resulting in the growth of e-commerce revenue to over $3 billion per year.

Greenwood Village, Colorado, Us

Direct Alliance Corporation, acquired by TTEC is a business process outsourcing, customer experience optimization, and digital transformation company operating in 24 countries with over $1.5 billion in annual revenue.• As a member of the executive management team, I led the digital marketing, digital customer experience design, and e-commerce teams in packaging a complex array of related, but separate services into a cohesive set of branded sales and marketing offerings that followed a morenatural sales progression.• This enabled the sales and business development process to more clearly communicate the offerings, resulting in significant new business partnerships with Xerox, HP, Sony, Okidata, and IBM. Operating in 24 countries with over $1.5 billion in annual revenue.

Boston, Ma, Us

GE operations include multiple business segments: aviation, healthcare, power, renewable energy, digital industry, additive manufacturing, venture capital, and finance.• As Director of Digital Customer Experience in the venture capital and finance business unit, I provided strategic leadership in digital customer experience design methodologies and alignment of e-commerce and financial services applications to the key performance indicators of multiple market segments for reinsurance investments. This included e-commerce for commercial insurance in the healthcare and legalindustries.• I developed globally applicable business-to-business personalization strategies focused on acquisition, retention, and loyalty customer journeys.• Established digital analytics processes utilizing A/B, multivariate testing, and data mining of Web browsing and purchase patterns to develop digital marketing personas, customer journey maps, and market segmentation profiles. Leveraged this knowledge to deliver highly relevant targeted content in a persuasive and compelling digital customer experience. The personalization strategy and market segmentation schemes increased our ability to meet marketing, acquisition, and customer retention objectives.• Synchronized disparate digital marketing strategies into a cohesive plan for search optimization and search marketing to achieve digital customer acquisition objectives. Resulting in operational cost-saving efficiencies and improved ROI in excess of $3 million.

Overland Park, Kansas, Us

Sprint Corporation is a telecommunications company acquired by T-Mobile serving over 53 million customers offering wireless voice, messaging, and broadband services with over $33 billion in annual revenue.• I led the 'One Sprint' digital customer experience design strategy and integration initiative of the major business units into a single cohesive enterprise digital experience. I managed a cross-functional team of participants from each of Sprint’s seven major business units.• Our team transitioned seven separate Web experiences into a single unified digital customer experience and digital technology. This provided Sprint customers a view of the full spectrum of services for their particular customer type, re-establishing an implicit message of "Clarity" consistent with the core Sprint brand message.• We accomplished this objective without utilizing outside agencies, a $2 million cost reduction, and led the migration of all Sprint Web experience to a single digital marketing and e-commerce platform, operational cost reduction of $12 million.• The consolidation of digital marketing and e-commerce budgets resulted in operational cost savings in excess of $9 million.

Overland Park, Kansas, Us

My initial role at Sprint was in the wireless business unit, Sprint PCS. I developed and managed product concept engineering initiatives in marketing, user research, UX testing, and customer experience design processes. This involved the complex articulation and communication of emerging products and services in the consumer and business wireless telecommunications market, accurately defining the optimal customer experience into qualitative and quantitative research design simulations and digital applications. I defined the strategy and managed the UX/UI design, information architecture, content development, and software engineering team for a retail digital sales and marketing kiosk, InfoCenter. The Sprint PCS InfoCenter provided potential wireless customers with qualifying market-specific purchase decision content in a variety of third party retail environments including Best Buy, Radio Shack, Circuit City, and Sprint stores. The digital kiosk application was designed to track usage patterns and trends, facilitating the initial data collection, analysis, and eCommerce strategy development of the Website. I Led the user research and digital customer experience design of the initial Sprint PCS eCommerce Website. It's hard to imagine, but prior to my work at Sprint PCS, you could not buy a mobile phone and service online until 1998. I developed a comprehensive digital sales, and marketing strategy focused on customer engagement, sales, and retention by providing digital customer service. The new Website resulted in operational cost savings to the Sprint call centers in excess of $6 million.

Nashville, Tennessee, Us

Bandag acquired by Bridgestone Corporation (BRDCY) is a multinational auto and truck parts manufacturer. As of 2017, the company is the largest manufacturer of tires in the world operating in 24 countries with over $28 billion in annual revenue. Bandag provided commercial tire products and trucking fleet services through a dealer network of over 1,600 sales and service franchisees in over 100 countries. In my role as Digital Sales Media Specialist, I led digital innovation and development of their first digital sales and marketing applications. These digital sales and marketing apps converted research and development data on product performance into dynamic interactive models that visualized the benefits of Bandag’s product and service suite to national fleet client prospects: FedEx, UPS, Walmart, etc.. I developed the company's initial digital marketing strategy, designed and developed its first Website in 1995. These early digital initiatives led interactive digital media into a new sales and marketing tool in the corporate communications group. I Produced a major interactive multimedia application that utilized digital video and touch screen kiosk technology in 1992. The kiosk business objective was to communicate Bandag’s corporate quality initiatives at their annual global dealer trade show and business conference. The interactive kiosk received a Silver CINDY award at the 1993 INFOCOMM conference. I built a digital video and multimedia production facility and led a creative services design team to cost-effectively project manage and produce technical training, sales, and marketing communication initiatives. Resulting in annual cost savings of over $1 million.