Jessica Demartini Email and Phone Number

As the Senior Staff AI Product Lead, I am privileged to lead a talented and diverse team of Product Designers, Content Strategists, and Visual Designers to define and document platform-level Gen AI patterns. We aim to revolutionize productivity for frontline customer service, IT, and HR agents through innovative AI-generated solutions. By prioritizing effective communication, fostering strong relationships, and driving efficiency improvements, we strive to empower our business unit stakeholders to implement and benefit from these productivity-enhancing patterns effectively.Key Responsibilities and Achievements:• Leadership and team scaling: As a Leader, my focus is on scaling a high-performing team and fostering a collaborative and productive work environment. I achieve this through productive meetings, effective work prioritization, and clear communication, all of which contribute to the team's overall efficiency and success.• Pattern documentation: Define and document platform-level Gen AI patterns, making them accessible and easy for business unit stakeholders to implement.• Stakeholder engagement: I deeply value the needs and requirements of our business units. By fostering solid relationships and strategically prioritizing their requirements, I ensure their voices are heard and valued in our work.• Communication excellence: Improve team communication skills, enabling better upward and outward communication within the organization and ensuring stakeholders understand and can effectively implement our patterns.• Efficiency improvements: I will lead initiatives to improve our team's productivity and accuracy, resulting in higher-quality outputs and increased stakeholder satisfaction.By focusing on the needs of our business unit stakeholders, I aim to improve the understandability and usability of our pattern documentation, empowering our partners to utilize these patterns effectively in their unique products.

As a Senior Staff UX Architect, I led a team in defining and delivering a 3 to 5-year UX Strategy and Vision for our Talent Development product. Key responsibilities included strategy development, team leadership, and establishing metrics to measure progress. I was recognized for my strategic mindset and nominated for an organizational leadership award three times.Key Responsibilities and Achievements:• Strategy and Vision Development: Developed a comprehensive 3 to 5-year UX Strategy and Vision for the Talent Development product, outlining current and future states, strategic objectives, and measurement metrics.• Leadership and team collaboration: Led a multidisciplinary team, fostering collaboration and driving us towards a unified vision, instrumental in successful delivery of the UX Strategy and Vision.• Recognition: Nominated for an organizational leadership award three times and directly recognized by leadership for strategic mindset.• Focus areas and objectives: Identified critical focus areas and strategic objectives, ensuring alignment with overall product and business goals.• Measuring success: Established clear metrics to measure progress towards the vision, ensuring continuous improvement and accountability.

As the Senior Staff Product Designer for Conversational Interfaces, I led a team to design and launch Sidebar, a new conversational collaboration tool. I directed the product interface design, led a multidisciplinary team, collaborated with product management, documented patterns and flows, and ensured the successful delivery of the product. My efforts were recognized, and I was invited to share my collaborative spirit at a panel discussion during our annual training summit. Additionally, I successfully turned around the product design from being at risk to being on track within a short timeframe.

• Served as the program lead for conversational AI and live agent chat, responsible for leading and influencing a Product Design team towards delivering viable solutions that will iteratively improve customer success metrics• Assisted in defining success goals and developing a balanced framework for reporting key customer success metrics, organizing and clarifying ambiguity for teams to generate measurable results to result in faster response times• Credited with effectively translating leadership priorities into the day-to-day work and clarifying workflow processes to accomplish the job among teams• Recognized for distilling complex problems into simple, compelling stories that identify improvement points through storytelling, journey maps, service blueprints, workshop facilitation, and various customer solution activities• Collaborated with Management and Coordination teams, identifying resource and support needs together to assist in building a successful Product Design organization• Coached and mentored upwards of 20 team members in strategy, alignment, research and analysis, process improvement, and change management from transactional experience design production to solution-oriented strategic experiences

• Provided leadership on a closed-loop feedback product design strategy to deliver customer-centric authentication experiences, focused on change management within process workflows• Influenced a team of 3 strategy consultants toward delivering viable solutions that will iteratively improve customer effort metrics, instituting team key performance indicators to measure improvements• Maximized quantitative and qualitative analysis that demonstrated the correlation of reducing customer effort of end-to-end online account enrollment, login, and password reset experiences, resulting in an exponential improvement in customer NPS• Increased password attempts validated through user research to 5 attempts, directly contributed to a 74% decrease in password suspensions, 64% decrease in related support calls, and yielding 0% increase in fraud activity• Recognized for accelerating response time within the Product Design team and improving the team's understanding of business goals and timelines, effectively clarifying project and task ambiguity

• Established a proven history of leadership on an iterative product design process to provide best-in-class solutions for chat customer service, bringing opportunities and solutions to life through compelling visual communications• Collaborated with and influenced cross-functional teams towards viable solutions, discovering opportunities for improvements to the customer and team member experience, training agents on improving the client relationship• Successfully contributed to a 7% increase in the top box CX score over 12 months, resulting in reaching the targeted goal of 80%, and continuously researching solutions to ensure the delivery of experiences

• Expertly led the Experience Vision Plan for a digital content management system by providing a detailed customer journey map, opportunities mapped against business goals, and a long-term vision roadmap, effectively established a blueprint utilized companywide today

• Directly contributed to a 15% increase in the system usability score and a 68% increase in learnability for the J.P. Morgan Private Bank mobile application by providing strategic leadership on key changes on the redesigned experience - Also directly contributed to the redesign of the mobile app and desktop customer site, which are still in production and in use by millions of customers to this day• Fostered a talented cross-functional team to define a future vision for mobile applications at Chase, encouraging new ideas from all team members and influence change across multiple LOBs• Established domain expertise on personalization and privacy needs, provided a 5-year vision, roadmap, and user stories for the Chase Consumer Banking ecosystem

• Provided detailed interaction models to directly contribute to a 22 point rank increase in the J.D. Power 2012 Manufacturer Website Study for AudiUSA.com, served a leading role on the strategy and UX design for the redesigned website• Built on personal strategy skill set by learning how to create customer experience journey maps and organizing websites for optimal user experience

• Received recognition for contributions to the user experience redesign and agile implementation of the primary analytics & SEO products, including SiteCatalyst, Search-Center, and Discover, awards given to the products by ClickZ and Utah Best of State• Led an indirect team through user experience redesign efforts, recruiting to increase the team to 9 people during tenure to support product offerings further