Josh Mitchell Email & Phone Number

San Francisco, California

In a re-org, my role expanded again to support all Consumer and Small Business paymentinstruments (including Zelle and Bill Pay), and I became an expert resource for eachproduct team to find ways to reduce consumer and small business customer friction andfrustration by leveraging data, market research, customer issues and competitiveintelligence.As the voice of the customer, I managed investigations of root causes of customercomplaints and issues, kept a risk lens on payment product processes for both efficiencyand risk management, and built strong and trusted relationships across first-line productteams, the internal independent risk management team, the internal audit team, andcomplex teams across channels and business segments.I led competitive intelligence and emerging trends information for 7 different paymentproducts, researched offerings, and when needed, put out RFPs and maderecommendations.Served as the Payments SME for the Change Management oversight program thatwe integrated into the product Agile framework, matching the right rigor to the risk, andcontinued as the Brand Steward and SME on branding rules for content of all products.

San Francisco, California

Promoting into an expanded role, I added Customer Insights and Voice of the Customerand expanded my skills to include process management based on risk and controls,including audit readiness.Partnered with Compliance and Legal on branding alignment across policies andregulatory requirements and created a balanced scorecard planning visualization for thedebit card product.

San Francisco, California, United States

After working with Wells Fargo’s Market Research team as a vendor for years, theyrecruited me to join their team. I supported the Debit Card team with research forconsumer insights and prioritized requests for the $1M annual research budgets.I consulted product teams on research strategy options (qualitative and quantitative) andexecuted up to 10 ad hoc customer and consumer market research studies a year, suchas a study with customers about how they see person-to-person transfers before thelaunch of Zelle.

San Francisco, California, United States

Ipsos is a global leader in custom market research about the changing world, helpingcompanies make faster, smarter, and bolder decisions. I was hired to work closely withthe VP to grow the West Coast Financial Services book of business.I helped build our client base from 2 clients and $500K a year to 6 of the largest banks,card networks, and fintechs, generating $4M a year in revenue with custom marketresearch programs.I consulted with clients on budgets and strategies, developed deliverables that explainedresults in understandable ways, managed timing and delivery along with stakeholdercommunications, managed proprietary customer panels, and oversaw million-dollar globalstudies with complex timelines.

San Francisco, California, United States

After graduating, I found a job with a startup that surveyed cell-phone consumersatisfaction, usage, and switching behaviors, which provided benchmark data to most ofthe major cellphone providers. My job was to monitor that the raw data was turned in tocharts for PowerPoint deliverables.

Sacramento, California, United States

As I completed my degree in Business with a Marketing concentration, I had a paidinternship where I helped teams with market research and surveys with SMUD customerson ways to improve services.