Joel Lewis Email & Phone Number

Washington, DC, US

New York, NY, US

Enabling delivery across strategic priorities and programs-divisional organizational design and operating model across 300+ agile teams-platform integration post major acquisition-cross functional prioritization and alignment to maximize impact of $500M+ change portfolio

New York, NY, US

Grew, led, and coached a team responsible for enhancing, implementing, and productizing marketing and data science capabilities for use by operations and sales teams. Drove clients acquisition and retention in both direct-to-consumer and financial advisor-led channels: - Led product management of software applications for use by front line sales and.

New York, NY, US

Lead design and deployment of a scalable and measurable client acquisition, deepening, and retention engine for Morgan Stanley's traditional wealth management and digital first products and services:-omni channel campaign orchestration-real time personalization and targeted messaging -client and prospect segmentation-ad targeting and.

New York, NY, US

Co-owner for design, build, operations, and rollout of Next Best Action tool for Morgan Stanley Financial Advisors - a distributed marketing tool with a machine learning powered recommendation engine to help advisors decide what is relevant to share with their clients and prospects. The tool has seen widespread adoption and glowing reception from 20K+.

New York, NY, US

• Managed technology platform development and launch. Designed and delivered experience to drive client acquisition. Led cross functional teams, and communicated plans and progress across the organization.
• Launched email communications, driving 5x lift in key user behaviors, 20% lift in online engagement.
• Managed cross-functional team (technology, legal, compliance, communications, etc.) to build a multi-channel marketing platform (including a database, marketing automation platform, decision engine, and analytics)
• Designed client segmentation and experience model, including differentiated sales and service experience across multiple channels (phone, email, web)
• Negotiated and managed multi-million dollar vendor relationship

• Corporate strategy business improvement role, focused on improving client relationships, client acquisition, and improving employee quality and performance.
• Refined Client Segmentation, based on opportunity and engagement scoring; prioritized outbound sales and marketing efforts for greatest impact on sales and retention goals
• Designed and implemented high touch experience for high value, high opportunity clients; drove increased client retention and increased share of wallet
• Developed and launched call review and QA process across 1,600 call center based associates in 4 locations; drove increased client satisfaction with service and attainment of sales goals.
• Assessed and improved recruiting and candidate assessment for higher quality hiring at scale (planned 1,200 hires in 2014 and 1,600 in 2015)
• Created key metrics to benchmark and drive improvement in New Hire Training and ongoing coaching programs

• Analyzed call center operations to optimize outreach strategy and resource utilization
• Sized market opportunites to guide strategic investement decisions
• Reviewed prospect, client, and associate experience to find pain points; Supported project management processes to implement recommended improvements
• Produced ad hoc reporting and presentations for senior managers
• Modeled needs and capacity constraints to ensure adequate staffing of new service teams
• Developed training materials for front line associates; Documented new processes and processes improvements

• Automated and designed recurring reports
• Produced ad hoc reporting for senior managers
• Produced daily, monthly, and quarterly reporting
• Conducted market research and peer benchmarking
• Compiled, analyzed, and presented product analytics