Kyle Mason Email & Phone Number

Atlanta, Ga, Us

Dallas, Texas, Us

St Louis, Mo 63141, Mo, Us

Deliver expanded omni-channel experiences through consultative strategy by defining segmentation & target audiences, managing market research efforts, building comprehensive customer journeys, creating new product enhancements across UX/UI designs, and utilizing design thinking to create holistic, data-based marketing and product plans. Enhance client understanding by developing personas optimizing usability & interface experiences, enabling creation of engaging prototypes & designs, and implementing comprehensive test-and-learn strategies via design sprints tailored to specific touchpoints and channels.• Develop responsive design strategies to generate custom elements & portfolios mapped to user-centered needs, pointed to building practical solutions for in-market sprints• Serve as single point of entry for CX/UX vision, brand roadmap, product implementation, and market research (qual/quant)Clients: Caterpillar, Healthfirst, LyondellBasell, Knights of Columbus

Atlanta, Ga, Us

Strategized end-to-end client journey frameworks & user research design to drive growth by promoting advisory solutions for individual investors & advisors, focused on stock & retirement capabilities. Executed seamless multi-channel product & client journeys for acquisition, enrollment, onboarding, and servicing by utilizing journey mapping, segmentation, focus groups, user experience enhancements, and personalized interactions. Optimized data-driven roadmaps through research, usability testing, and holistic measurement approaches, integrating qualitative and quantitative research to uncover key insights. • Engineered innovative web experiences and features that accelerated digital implementations, resulting in 37% increase in user engagement, 22% improvement in session metrics, and remarkable 6X boost in overall digital conversion.• Led evolution of ETF loyalty program for individual investors by incorporating consumer research and incentive-and-redemption cross-sell to drive 28% increased retention mapped to strategic plan.• Implemented self-directed user web journeys focused on investment themes, designing heightened content relevance & product matching for digital sales growth, resulting in 4X increase in page engagement & 200% rise in AUM YoY.

Columbus, Ohio, Us

Orchestrated team of four CX professionals, driving creation of user-centric strategies and championing customer advocacy across all channels, resulting in enhanced products and services towards retail banking. Guided end-to-end project lifecycle, translating innovative ideas into actionable solutions, validating concepts, and ensuring CSAT success, through service design. Engineered customer-centric framework and leveraged design thinking principles to revolutionize interactions and deliver groundbreaking solutions. Cultivated collaborative environment to proactively identify trends, bridge gaps, and stay ahead of competition.• Facilitated implementation of 200 customer-centric and customer service strategies across Consumer portfolio, driving notable improvements in various crucial performance metrics (e.g., call center achieved unprecedented performance and satisfaction records, omni-channel acquisition lift of 16%).• Implemented impactful initiatives based on Voice of Customer insights, boosting overall satisfaction and associated KPIs by significant 7% points, focused on marketing and sales funnel.

Columbus, Ohio, Us

Transformed digital strategy and performance marketing (commercial & consumer banking) by shaping long-term vision, defining roadmaps, optimizing online customer experience, and driving revenue across sales, servicing platforms, and operations. Enhanced value creation and propelled portfolio growth by leveraging consumer analytics, insights and research within digital roadmap. Revamped customer journey and experiential touchpoints through digital feedback tools, advocacy surveys, and competitive benchmarking, resulting in substantial growth in engagement rates.• Crafted comprehensive multi-year digital strategy to effectively capture new revenue streams arising from online and mobile channels; successful implementation led to 34% improvement in digital usage among business customers.• Optimized AI technologies to drive business value, elevating communications capabilities in chat, video, and alerts, while streamlining payments, resulting in 42% efficiency gain of online reporting and dashboard functionalities.• Established and expanded online origination capabilities for multiple business segments by conducting thorough RFP analysis to determine potential impact; four new tools onboarded for business clients.

Columbus, Ohio, Us

Spearheaded origination and alignment of product strategy for customer-facing digital channels, including Huntington.com website, mobile application, and consumer servicing, to enhance overall customer experience. Catalyzed innovation and roadmap planning for consumer lending products, such as credit card, home lending, auto finance, and cross-sell initiatives, resulting in development of 28 new technology features and widgets to enhance customer experience.• Attained 11% increase in online lending origination conversion rate and enhanced customer satisfaction (CSAT) by 6%, resulting in notable growth.• Spearheaded comprehensive project to develop and deliver online and mobile origination services for consumer credit cards, positioning Huntington as top-tier bank ("Leader" among top 3 banks) in online origination space.

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Crafted and executed comprehensive digital strategies, overseeing implementation of test plans, and coordinating execution of campaigns across various digital channels such as email, social media, search, paid media, mobile, and landing pages. Revamped digital go-to-market programs to enhance consumer journeys, leveraging strategic vision, member research groups, and user experience insights to develop innovative programs. Orchestrated seamless integration of desktop, tablet, and mobile platforms, ensuring exceptional user experience across all digital touchpoints.• Formulated overarching plan for Affinity's digital advertising, encompassing strategic considerations, growth potential, and scalability opportunities for 31 MM member base ($3.3 MM budget), utilizing 1st party data across 12 distinct segments.• Directed launch of eight new paid media initiatives, incorporating five distinct tactics designed to enhance business presence within enterprise segment.• Enriched marketing team's capabilities by providing strong foundation to explore paid media avenues, resulting in significant outreach of over 430M impressions.• Achieved 45% reduction in primary cost-per-policy through effective optimization strategies, such as reallocating media.

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Spearheaded marketing programs through strategic planning, event management, sponsorships, & digital marketing; directed national marketing campaigns through social media overhaul, Digital Promotions, lead generation software.

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Led national-and-regional marketing programs through strategic planning, event management, and digital solutions, aimed at acquiring new customers through in-house insurance agencies.

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Managed primary sponsorships and marketing programs - PGA Tour, NASCAR, Ohio State Athletics, Columbus Blue Jackets; generated sales opportunities for agents through on-site activation both regionally and nationally.

New York, Ny, Us

Journalist for all Ohio State Athletics, driving 17% lift in online memberships and content in Yr1.

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Reporter for Washington Nationals’ baseball farm system + MLB Baseball Draft, generating 202 new subscriptions while retaining 96% of member subscriptions.

Columbus, Ohio, Us

Five month placement covering the Ohio State baseball program via radio, internet and on-campus television.

Ba, Strategic Communications, Communications, Marketing, General Business

Mba, Business, Management, Marketing, And Related Support Services