Jessica Haigis Email & Phone Number

Pittsburgh, Pa, Us

Greater Pittsburgh Region

Support business strategic planning, short term business plans, and long-term strategic projects.

Greater Pittsburgh Area

Led creation and implementation of retail employee and customer strategic plans for projects with over a $1 billion budget, spanning over 50,000 employees and 10 million customers.Applied human experience design thinking and Agile methodologies to implement programmatic and scalable solutions that removed barriers and drove progress to solve problems.Synchronized various strategic road maps across technology platforms, servicing channels, lines of business, and products into an integrated three-year plan to drive critical initiative success.Oversaw creation of an impact matrix of over 200 critical customer experiences to directionally inform prioritization of future enhancements, leveraging multiple data metrics such as risk process tier, customer complaints, voice of customer surveys, and employee net promoter scores.Stood up strategy, reporting dashboard tool in Tableau, and engagement model to incorporate new retail national experience data into an existing enterprise root-cause analysis program, inclusive of trends and insights, to help influence future process improvements.Oversaw analysis and provided insights to inform future design of consumer and business services and products, based on top client pain points, experience wins, market comparisons, and servicing channels.Designed end-to-end operating models, reporting standards, best practices, and tools for cross-functional teams to assist with design, development, and delivery of new products and services, utilizing tools such as SharePoint, Mural, Jira, and Confluence.

Greater Pittsburgh Area

Oversaw strategy and performance of enterprise customer experience and projects across consumer deposits and payments portfolio on behalf of call center and operations. Led analysis and presentation of progress, performance, trends, and insights across all levels of leadership.Stood up call center servicing strategy to support retail national expansion into new products and markets.Developed top talent through various mentor programs, employee recognition and inclusion council, and creation of management readiness tools.

Greater Pittsburgh Area

Led branch team, inclusive of partners from varying lines of business, to achieve human Six Sigma and sales performance goals, driving increase in share of wallet and market share. Held regional-level roles, such as talent development program lead and business banking champion, and was a member of community groups, such as Rotary and chamber of commerce. Facilitated financial wellness classes for local communities, directly contributing toward our outstanding Community Reinvestment Act rating.

Certificate, Strategy And Innovati

Certification program focusing on critical path and strategic thinking, telling stories using data analysis, growth through strategic.

Bachelor Of Science (Bs), Psychology/Minor In Education, Magna Cum Laude