Patrick Mcallister Email & Phone Number

Roseland, New Jersey, Us

Responsible for developing the Client Experience roadmap, setting strategic direction based on customer feedback and overseeing the execution of all Client Experience related initiatives, including client surveys, analysis of customer listening posts and the closed loop feedback process.

New York, New York, Us

Omaha, Ne, Us

Interfaced with Digital, Branch, Call Center, Marketing and Trading, Prioritized project backlog and recommended solutions to improve the customer experience. Retail experience scores increased over 20% over 2-year period. • Selected as Customer Experience lead for Scottrade integration, working across Retail, Technology, Marketing, Call Center, Branch, Legal and Risk. • Directed team of CX Operations Analysts to conduct companywide quantitative and qualitative assessment of key CX KPIs, testing validity and relevance to business KPIs, leading to shift in business practices to better improve experience and drive results.

Omaha, Ne, Us

Managed highest net worth client segment and worked closely with Branch Strategy and Analytics as well as Sales Leadership to identify opportunities to improve client acquisition and retention. • Headed pilot program that changed compensation model for Financial Consultants from asset acquisition to net flows model • Developed a new digital experience for PCS clients driven by data analytics and competitive research and validated with user research.

Us

Designed marketing campaigns targeting existing customers to bring in new assets while leading all marketing efforts for E*TRADE’s Retirement, Investing & Savings business.• Developed the strategy for all retirement campaigns including targeting, offer strategy, channels and internal communications. • Crafted awareness and engagement programs that increased product penetration for mutual funds, ETFs, fixed income and managed accounts. • Established onboarding stream of communications for existing clients who opened a new retirement account. Program resulted in a 40% lift in engagement over a control population.• Created marketing programs to support launch of a revised asset allocation tool, a new web experience that promoted investing ideas and led the development of a retirement learning series for clients who were starting to save for retirement.

Omaha, Ne, Us

Program manager for large programs that were critical to firm’s goals. Oversaw all activities from kickoff to launch and ongoing measurement of each initiative. Examples of these initiatives include the following:• Managed the activation program of TD Ameritrade’s 2012 Team USA sponsorship. Activation included Olympics themed advertising, client deposit offer and events.• Supervised the program that led to a doubling of lead conversions for branch campaigns. Worked closely with IT on the technical aspects and with Marketing and Sales on the training of Investment Consultants and overall execution of the program.• Directed an analysis of overall print spend at the company. Worked with Marketing and Sourcing to streamline process for vendor selection. Achieved savings of 10% of prior year’s costs.• Administered the change in the firm’s 529 plan for both retail clients and advisor channel. Plan contributions grew ten percent in first year with new program manager.• Given highest possible performance evaluation for 2011.

Omaha, Ne, Us

Provided oversight and coordination of Product group programs and projects. Liaison between Product, Technology, Marketing, Operations, Sales and Institutional groups. • Project managed several large projects, including the launch of an enhanced managed account portfolio and mutual funds & ETF marketing and sales initiatives.• Managed implementation and launch of financial planning tool WealthRuler• Created reporting methodology for program status and delivery to senior management. • Nominated for and completed corporate leadership program.

Omaha, Ne, Us

• Managed the oversight of day-to-day relationships between the firm and research vendors.• Created process for defect tracking and resolution between TD Ameritrade and third party vendors.• Led the rollout of the revamped online mutual fund Premier List and Focus List provided by Morningstar, as well as a tool that allowed clients to compare their mutual funds and ETFs to comparable investments.

• Prioritized and delivered technology projects for BenefitsWeb, a client web portal that tracks employee savings and benefits.• Managed a group of 35 contractors (including offshore) to create and execute test cases.• Helped develop business requirements for an online portal integrating defined benefit plans, defined contribution plans and HR functionality for use with multiple clients

Us

• Planned and implemented the rollout of an upgrade to Investor ServiceDirect®, and Client ServiceDirect®, self-service portals for investors and corporate clients, respectively. • Directed the rollout of an online financial planning tool to a bank client to use with their advisors