Mark Phelps Email & Phone Number

Stratham, NH, US

New York, New York, US

Engaged to provide vision and design leadership to rapidly-scaling capital management firm with a reputation staked on a peerless client experience. Charged from day-one with the integration of multiple high-priority, short-turnaround business, product, design and development workstreams. Introduced iterative design principles and a range of lean UX and.

New York, NY, US

• Established, implemented, and led the Digital Products and Experience UX program for a mission-critical digitization of the global product placement platform as part of an Operational Excellence strategy. Recruited.
• Produced a Strategic UX Plan through frank analysis of the state of the platform from user feedback, a comprehensive audit of design issues, and interviews with key stakeholders and leadership. Presented a plan with.
• Formed a highly skilled UX Practice; expediently recruited, hired and ramped-up a team of design, research and UX operations staff to immediately begin to provide more effective working partnerships and improved user.
• Quickly established UX as a critical contributor in Agile Program increment planning with the influence to impact process, work streams, and scheduling in order to deliver timely and needed user-focused outcomes.
• Planned and began building a comprehensive, UX-curated Global Design System that would serve as the program’s sole ‘Source of Truth’.
• Implemented an all-stakeholder global design review system, timed with design story delivery so that all in-flight UI would be reviewed/approved across regions and teams.

New York, NY, US

• A decade of responsive digital design project direction for multiple, concurrent Agile/SAFe Release Train teams for critical, enterprise-impacting programs and initiatives. Leadership, strategy and UX/UI direction for.
• Directed CX leadership advance team planning for the incorporation of digital initiatives with the acquisition of EverBank (now TIAA Bank); creating customer personas, journey maps and integration plans presented to.
• Credited with turning around the design plan and management of the firm’s multi-million-dollar immediate annuity initiative after being asked with little notice to step in, integrate with the business and tech.
• Led research, creative, and content teams for several C- and board-level future-state vision initiatives requiring analytical research and VOC/stakeholder interviews through multiple iteration sprints and executive.
• Directed overhaul design efforts for high-visibility revenue-impacting channels including a new brokerage customer experience, an online enrollment overhaul and large bottom line-impacting transfer money-in/-out.
• Management and design direction of transformative, parallel, high-profile pension system UI programs for very large institutional clients such as City University of NY, University of Michigan, and NY Department of.

Program management and leader or 10-member UX/UI/CX team direction for several of Merrill Lynch’s industry-leading, cross-platform online financial product programs through unsettled transition to Bank of America practices, and priorities.

US

• Independent management consultant providing effective interaction and creative visual design, logo creation, strategic market planning and partnership- and business-development. Marketplace analysis and direction for.
• PartnerCentric (Santa Barbara, CA)International business research and in-country UK market-entry relationship and business case development for largest affiliate marketing firm in the US. Executive and investor.
• AgencyIM and A&O Jewelry (Portsmouth, NH, Boston, MA), Wayfinder AB, (Stockholm), Aztec Learning Innovators and The PR Department (London), The Miller Agency (Shelton, CT), HH Brown/Shoeline.com (Nashua, NH).

US

• Managing consultant for the planning and development of large client digital products for this in-demand boutique web development agency to Fidelity, TIAA, and multiple Fortune 500 firms. Information architecture.
• On-site collaboration with Fidelity business, product, channel, style guide and dev teams to plan, manage and deliver 7+ large-budget, high-exposure VOC-focused sales and benefits site redesigns and scalable.

Boston, MA, US

• Led IxD, design and editorial efforts for Roth 401k Conversion Evaluator and Personal Retirement Annuity Calculator, two complex, high-exposure online marketing tools with urgent deployment deadlines. Integrated.
• Directed design-to-development for two business-critical $1.5M initiatives that impacted multi-millions in customer assets. Coordinated multiple client teams in the IA, design, and delivery of two vast Fidelity HR sites.
• Directed Flex development through multiple, rapid iterations pushing hi-res prototypes to Fidelity executives.Brought in to lead team of 15 IxD, design, editorial and usability experts for complex 450+ page redesign of.
• Managed 35-member interdisciplinary team through exhaustive $10M+ BRD-to-SDS project life cycle; from analysis to requirement origination, wireframing, design and style guide, usability testing and technical.
• Managed high-profile $1M+ executive and trustee documentation and interface reformatting project integral to first fully web-enabled Fidelity Board Meeting with 80 trustee documents converted. Stakeholder interviews.

• First-in-industry online insurance sales initiative concept creation, development and management. Responsible for de-sign, content and development of e-commerce sales channel with first-to-market online quote, bind and.
• Planned, designed and led complete site overhaul resulting in 2nd place in Gomez National Insurance Site Rank-ings.
• Developed web traffic generating relationship and partner programs that grew targeted site visitors by 145% over 12-months (to 60k/mo), and increased affiliate-originated site traffic by nearly 800% (to 35k/mo).
• Built and managed website traffic and sales programs that generated more than 20% of the firm’s annual new sales revenues (2002).

Bakersfield, California, US

• Managed rapidly growing regional site’s brand and promotions, traffic generation and sales revenue production. Man-aged divisional strategic development process and served on senior management planning committee.
• Initiated and managed print-allied partnership programs that increased site traffic by 577% (to 270+ visitors/mo), site generated revenue by 236% (to $30k+/mo) and ad sales client base by 1,118% (to 130) in my first.

Founder of innovative e-commerce consultancy. Researched and wrote 1998 National Marketing Plan for Car & Travel, AAA National’s 1.75 million circulation magazine. Onsite Magellan and Garmin GPS systems sales management for the London International Boat Show.

Stamford, CT, US

• Product manager for online advertising content and ad client accounts for Time Warner Cable’s new product launch for the cable industry’s first fully interactive digital cable television technology trial. Created.
• Researched, developed and gave ad sales presentations to C-level executives – including Ford, Nissan, Best Buy, Procter & Gamble, SmithKline Beecham, Atlantic and Elektra Records – that represent the world’s first.

Mba, Marketing, Ebusiness

Ba

D.School, Design Thinking