Michael Lyon Email & Phone Number

Renton, Washington, United States

Lead the development/execution of Cambia Health Solutions' digital roadmap to develop and maintain a new mobile application

Everett, Washington, United States

Led the development/execution of Wells Fargo’s enterprise Security Privacy and Fraud Education roadmap with a projected annual fraud reduction of 10% ($50MM/year) and an increase of 2% opt in rates by 2026. Program oversaw two offshore scrum teams and a $7MM/year budget.• In September 2023, launched personalized mobile app Security Center. The first 10 weeks drove 2.3M unique engagements (300% increase over past experience) with 35% of users completing at least one activity.• Mobile App Security Center will be the central place to access new features such as Device Management and Passkey to improve engagement.• Improved SEO Share of Voice from 9th position to 1st amongst key competitors.• Increased security alerts enrollment by 100% via the presentment of targeted messages within branch channel.• Enhanced messaging within opt in process to enhance clarity and improve opt in for new customers.• Led development of personalized security score. Score leverages internal enterprise customer data to recommend the most impactful security tool/fraud education for each customer.• Use tools such as JIRA Align to manage offshore scrum team for launch of new mobile app Security Center and its future enhancements.

Everett, Washington, United States

Managed team responsible for developing/executing the public site and new account opening bonus offers strategic roadmap for consumer and small business deposits.• Implemented test and learn efforts and experience enhancements that prepared the digital customer experience to support the ~250% increase in engagement and ~100% increase in digital account openings due to COVID.• Earned US Patents (US11880859B1 and US11631101B1) for the presentment of personalized checking bonus offers and the checking bonus counteroffer process ensuring customers are always presented with the most effective offer at account opening.• Partnered with SEO experts to enhance public site page architecture to increase consumer and small business checking SEO Share of Voice by 45%• Created multiple offer status emails resulting in a reduction in operational risk and a 42% reduction in customer complaints/research efforts.

Bellevue, Washington

Primary leader in the development/execution of strategic roadmaps to leverage digital solutions to solve key customer pain points and reduce operational risk within Wells Fargo’s branch and call center channels and customer segment teams.• 2019 Gold Spoke Award Winner awarded to top 1% of enterprise employees.• Earned US Patent (US11030649B1) for data driven product recommendations and channel presentation.• Implemented College STEPS website which streamlined content from 5 existing websites and presented users with needs based personalized advice and guidance. Team also reduced operational complexity by reducing content by ~60%.• Created a banker portal allowing on-campus bankers to email personalized education content to students.• Launched mobile app Portfolio Premier page which provided affluent customers a personalized overview of benefits/balances and connection to premier banker. The page was the first step of Wells Fargo’s LifeSync financial planning strategy that is available to 70 million retail banking customers.• Led cross line of business program focused on the streamlining of all credit applications and the creation of personalized cross credit prequalification capabilities. Program tested a direct mail offer that resulted in a 10% response rate and implemented permanent application enhancements responsible for an estimated 5% annual increase in credit applications.• Developed Credit Card eDisclosure allowing Phone Bankers to send a real time digital credit card disclosure while completing an application. Capability led to a ~700 second decrease in average call time ($1.5 million dollar annual revenue savings) and improved regulatory controls.

Bellevue, Washington, United States

Senior member of team responsible for the implementation of all consumer credit and debit card related product launches, marketing campaigns, introduction of offer types and other strategic priorities within the branch, call center and digital channels.• Launches: Propel American Express Card, Wells Fargo Rewards Program, Wells Fargo Debit Card and Personal Loans Direct Mail Firm Offer.• Led development of Enterprise Student Indicator leading to the annual generation of ~350k more Cash Back College Card offers.• Senior team member on team responsible for creating Wells Fargo’s first prioritization process to ensure effective enterprise product launches within the branch channel.

Seattle, Washington, United States

Lead Teller at Wells Fargo bank