Jessica Lee Email & Phone Number

United States

New York, Ny, Us

JP Morgan Chase’s Commercial & Investment Banking space, focused on payments onboarding & servicing strategy.

Mclean, Va, Us

At Capital One's Customer Resiliency department, I owned the contact strategy & design of outbound communications (dialing, email, SMS, push) to customers in critical financial need. I owned and iterated on the product roadmap and vision, and prioritized features and backlog for a fully staffed Agile development team. Key Projects/Accomplishments:• Managed the strategy, design, and launch of the outbound communication strategy to Small Business Pay In Full accounts. This was the first initiative to deliver written messaging to non-traditional minimum payment products, contributing to $1.3M in annual loss savings.• Partnered with Business Analysts, Marketing, and Engineering on a credit bureau reporting strategy, from discovery to launch, that optimized payments with ~15M customers. • Led the onboarding of co-branded card customers to outbound communications, increasing payment plan enrollments and self-cure rates.

Riverwoods, Il, Us

In my second role at Discover Bank, I strategized and launched web and mobile redesigns, championing principles of user-centered design and collaborating with UX designers and developers to implement intuitive experiences. I also managed Discover Bank's web incidents, where I worked with cross-functional stakeholders to understand the root cause and advise on a resolution and mitigation plan from a business perspective.Key Projects/Accomplishments: • Launched the Alerts mobile app redesign to improve digital satisfaction and reduce call volume. Collaborated with UX researchers and designers to conduct usability testing and identify key features, partnered with the Discover Card team to standardize best practices, and worked with Tech to prioritize MVP features and sign off on demos.• Deployed the Beneficiaries website and mobile app redesign to improve user experience in adding, removing, and editing beneficiaries information. Reskinned the look and feel to align with Discover's new brand standards, and closely collaborated with Legal & Compliance to ensure the user experience mitigated security and fraud risks.• Reduced Discover Bank's overall web incident count to a historical low of 75%.• Created and promoted a repeatable end to end workflow to guide development of digital designs

Riverwoods, Il, Us

My first role in Discover Card was managing the digital marketing strategy to disengaged customers to drive payments and reduce losses. I led the creative development and execution of campaigns, as well as ideating on the long-term retention strategy. Key Projects/Accomplishments:• Led the design and build of an email campaign for customers to enroll in payment programs without logging in, reducing friction in digital self-servicing• Partnered with creative vendors on an email strategy to evaluate new brand standards towards disengaged customers, with successful launch driving a migration of all emails to the new design system• Designed user flows of the payment program digital enrollment, recommending new strategies to increase customer engagement

Grapevine, Texas, Us

Flight Fillow is a pouch that turns into a neck pillow when used with one's outer garment, providing both the comfort and convenience needed in a travel pillow. While working my full-time job at Discover, I had a strong interest in learning more about UX and gaining hands-on experience. I worked with the founder of Flight Fillow to redesign their website that resulted in a 10% reduction in user bounce rate. My work: • Conducted user interviews and usability testing to identify gaps in the user experience • Designed and delivered wireframes of my proposed website design based on user research findings• Revamped Flight Fillow’s brand identity, including proposal of new visual and content standardsCheck out the redesign at www.flightfillow.com!

London, Gb

I executed direct mail and email acquisition campaigns to increase Medicare enrollments through Aon Retiree Health Solutions' (ARHS) website. Key Projects/Accomplishments:• Won 1st place in the ARHS Innovation Challenge - Presented recommendations to leadership on streamlining the client implementation process and reducing communication costs• Analyzed and executed audience segmentation on dental/vision letters to increase annual enrollments• Developed and managed a requirements document for clients to submit their web design needs

Rosemont, Il, Us

Master Of Science - Ms, Information Design And Strategy

Bachelor Of Science - Bs, Health Care Administration