Products: Roadmap, Marcus Checking, Marcus SavingsDirect Reports: 6- Developed a rationalized, consumer-focused deposit product roadmap focused on mass affluent segment by developing functional and high-level technical build requirements, and sizing to evaluate and score for investment prioritization- Co-owned checking application funnel management which included performance benchmarking, marketing, and optimization.- Led change management effort to drive broad Goldman Sachs employee engagement and adoption of retail deposit product, coordinating product, marketing, legal, compliance, and HR teams.- Created a working team across product lines to identify and share siloed consumer research and insights artifacts, driving efficiency and consistent customer experiences

- Served as the voice of the customer and provided strategic direction for planning and delivery of all primary and secondary consumer, customer satisfaction, and client research in support of U.S. personal, small business, middle market, and commercial banking segments - Helped deliver first $1B in net-new retail deposits within 9 months and jump-started the bank’s digital-first consumer strategy while serving as accountable insights lead for the digital deposit gathering agile team. - Participated in workstream accountable for driving incremental improvements to customer onboarding journey, including application streamlining, KYC process improvements, and other key efficiencies.- Led delivery of always-on streaming of insights and customer commentary to leadership and supported real-time, ad-hoc research needs by building and managing customer/client research platforms.- Led cross-channel journey NPS initiatives as well as loyalty economics, attributing incremental improvements in relationship NPS to revenue by line of business.- Planned and executed ~150 primary research projects/year, both internally with a team of three and externally with a managed roster of ~20 research vendors with a total annual U.S. spend of ~$2.5M/year (team budget ~$1M/year).- Drove 30% in projected CTA performance of marketing creative from benchmark by developing an automated online ad testing platform for the Product Marketing group.

Products: BMO Savings Rewards, BMO Credit Builder, BMO Premier ServicesDirect Reports: 4 (senior manager, manager levels)- Directed the development of a retail bank customer strategy and aligned product and experience roadmap spanning deposits, payments, and lending with accountability for customer primacy, early tenure/onboarding, and customer lifecycle strategies focusing on cross-channel customer experience. - Drove 4X growth in YoY savings units (35% new-to-bank customers) and 2X improvement in customer savings behavior with the development and delivery of new entry-level consumer savings rewards product.- Led the development and execution of a new U.S. retail value proposition strategy, along with brand and marketing, including end-to-end consumer research, internal change management, and front-line mobilization.- Boosted overall channel sales performance by 2X+, including material NPS increase and addressed long-term issue of load-balancing leads across branches by revamping banker outbound calling channel strategy to align customer experience to retail value proposition and moving from single-product sales-focused calling to needs-based relationship calling.- Oversaw execution and consumption of multi-source consumer research around unmet financial needs and served as voice of the customer to executive bank leadership- Directed data and research-focused cross-functional working team for U.S. COVID retail customer hardship strategy attributed for protecting over $800M in retail lending balances while strengthening customer relationships and loyalty.- Co-led cross-functional team for BMO to become first U.S. bank to support MasterCard "True Name" initiative, providing LGBTQ+ customers the ability to have the name they identify with printed on their debit and credit cards, without requiring a legal name change.

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Responsible for managing and executing strategic marketing/brand planning, go-to-market strategy, product development, data analysis and research activities for a variety of category-leading clients in the food, restaurant and food manufacturing segments, both B2C and B2B.