Jessica Sterling Email and Phone Number

Managing Partner of what began as our casual retirement plan and has quickly evolved into a passion for creating exceptional rental experiences. We offer short and long term vacation rentals, as well as, corporate housing in the northern Maine area.Located in an ideal area that offers something for everyone. Activities in the area range from casual hikes and cross-country skiing to things with a little more adrenaline.

Managed the digital strategy for Consumer Checking and Deposits Products, Convenience Banking Products (i.e. Paid Early, Peace of Mind, Mobile and OLB features)Responsible for maximizing ROI, increasing sales, deepening relationships, improving customer satisfaction and reducing churn through the identification and delivery of data driven optimizations across digital platforms and digital marketing tactics.

Responsible for designing, managing and optimizing E2E digital experience for BPNL solution, Citizens Pay. Citizens Pay was recognized as “Best Innovation” from the 2022 Banking Tech Awards USA.

As product owner was responsible for leading initial design, development and launch of HELOC and Business Credit Card digital and branch applications. Post implementation I was responsible for managing and optimizing platform performance, as well as partnering with marketing growth strategists and product managers to design digital strategy. Spearheaded technical development of E2E digital user experiences across all marketing tactics. Lead user experience redesign, application development and launch of E2E digital shopping experiences; digital contributed to HELOC total sales 7% in year one, 3% of Business Credit Card total sales in year one.Increased Digital contribution, in partnering with marketing growth strategists, via optimization of user experiences by marketing tactic (i.e. SEM, ODA, Social, DM/Email);enabled dynamic pricing and personalized content. Managed budgets and backlog; prioritizing application feature enhancements in alignment with strategic business goals; increased HELOC contribution to 12% in year 2, 17% in year 3 and 22% in year 4.Performed monthly sales forecasting and competitive analysis to determine product performance levels and need for new feature developments.Lead design, development and implementation of HELOC rate calculators for digital and branch channels increased app start rate 10%.Supported POC of unofficially named Fast-Lane application experience, allowing pre-qualified customers to close their loan in as little as 7 days. POC was successful, formally named Fast-Line application launched at scale after I moved on and is still in production today.

Enabled credit card portfolio growth through managing design and execution of new and existing acquisition strategies for consumer credit cards across all channels. Enabled portfolio growth through development and execution of annual product marketing calendars. Lead development and implementation of new multi-channel application with real-time approval; wore multiple hats including product manager, project manager and user experience designer for 2 of the 3 project phases before needing to take a medical leave of absence.

Balanced a range of responsibilities including; strategizing with executive and senior leadership on development and implementation of VOC feedback loops; leveraging qualitative and quantitate data to develop performance dashboards; implementing methods to identify and mitigate potential business risks; managing projects to enhance the customer and colleague experience across the retail bank. Implemented strategies to measure employee satisfaction, loyalty and retention, reducing branch colleague attrition from 60% to 45% YoYLead journey mapping sessions and analyzed user behaviors to identify areas of opportunity across the retail bank.Co-lead user experience design and development of new account opening platform for checking and deposits; included Express Desktop and tablet application version for branch colleagues.Designed, developed and implemented KYC questionnaire and job aidsDesigned, launched and oversaw enterprise level incident management process

On the Product Pricing and Analytics team I owned and executed BAU sales and portfolio performance reports, product pricing and competitive market reports, as well as, ROE summary reports by product. Increased understanding of customer behavior patterns by analyzing data sets and delivered reports with insights on a weekly, monthly, quarterly and annual basis.Accomplishments while in the role include designing automated reporting processes utilizing SQL queries and Excel macros for streamlined data analysis; - reducing ExCo report creations from 64 man hours to 8 hours- reducing ROE report creation from 24 hours to 4hours