Jenna Sullivan Email & Phone Number

Lead team of product designers, creating strategic bank servicing user experiences for mobile and call center channel applications- Team designed, tested, and piloted native, digital experiences for USAA Bank, including bank account summary and detail pages, intake and tracking for transaction disputes, performing KYC profile refresh, application of military benefits, presenting financial insights, and recurring savings feature offerings- Build visual artifacts to orchestrate silo’ed departments towards common product outcomes- Evolve portfolio management systems for broader Bank Design portfolio- Manage product roadmap, backlog and capacity for design team

Buffalo, New York, United States

- Re-imagined Bank differentiation strategy, leveraging open banking & advice capabilities, that modernizes Member service experience- Virtually facilitate strategic innovation exercises for team of 30 cross-functional colleagues- Build artifacts to coach team towards common outcomes- Manage product backlog and work in flight for personal financial management tools and external account aggregation services- Perform vendor management duties

Buffalo, New York, United States

- Develop strategic frameworks and facilitation visuals, supporting organizational efforts to create enterprise and business strategies and develop transformational capabilities and management systems that deliver those strategies.- Educate stakeholders on evolving existing product-led strategies and waterfall processes, leveraging service design tools and agile methodologies to create and deliver on experience-led strategies.- Curate and organize customer-centric insights and business data for creation of customer experience maps, product roadmaps, and service concepts.- Develop customer-centric roadmaps to describe how software, operations, and communications initiatives contribute to service ‘releases’ at a global level.- Facilitate discussions and alignment of design, business, operations, and technology stakeholders to customer-led outcomes and key results.- Scope potential business opportunities, plan work streams, work activities and resources needed to begin an initiative.

Buffalo, New York, United States

- Product Owner responsible for setting product vision for ‘Product and Pricing Catalog’ foundational capability, leading team and team ceremonies within an Agile project environment.- Responsible for business discovery tasks, story writing, and user testing for initial integration between deposit core system and 'Product & Pricing Catalog' application.- Develop and lead initiatives within Retail Checking product suite to grow organic account origination. Removed fee barrier on entry level Checking product, resulting in 18.5% net new customer growth in 2018.- Interact with business and technology stakeholders to implement cross-functional projects and marketing initiatives specific to deposit products.- Maintain customer-centric focus for all change management initiatives

Buffalo, New York, United States

- Led & developed six business analysts in Print Services department to ensure operational processes and project requirements were properly executed. Ranked in top 10% for bank wide ‘Employee Engagement’ score in 2016.- Managed vendor relationship to ensure production work was timely and accurately executed- Interacted with business partners to implement correspondence change initiatives- Forecasted annual plan and analyzed variance for department cost center. Identified and implemented opportunities to reduce annual expense.

Buffalo, New York, United States

- Wrote business specifications and manage complex projects within Print Services department as regulatory, business partner, and customer needs dictate- Generated test cases and reporting to effectively execute user acceptance testing; manage defect resolution process with the print vendor- Communicated with vendors to support daily business operations and make programming updates to existing production pieces- Analyzed data and provide recommendations for business decisions and resolving production issues

Buffalo, New York, United States

- Managed client projects through production process, from initial quote to final delivery- Handled incoming calls to determine potential projects and generate business- Maintained highest level of customer satisfaction through resolving project and production issues- Increased existing client sales by 12.5% in 2011

Buffalo, New York, United States

- Called existing and past Wells Fargo customers to determine current financial position and sell consumer loans- Determined all possible loan options for customers based on given income/credit standards- Sold appropriate benefits for consumer loans that provide consolidation and financing help to qualifying customers

Master Of Business Administration (Mba)

B.S., Finance, 3.92

Activities and Societies: Financial Management Association, Group Leader at Mackin Dining Hall, Tutoring

A.S., Liberal Arts- Math And Science, 3.91

Activities and Societies: Phi Theta Kappa (two year honor society), Tutor