Ryan Glenn Email & Phone Number

Horsham, Pa, Us

Wilmington, Delaware

Horsham Pa

Responsible for the digital Customer Experience of the "new customer" journey; focused on credit card application through card activation and early engagement, all from a digital lens. Part of a complete digital (mobile first) transformation effort guided by an obsession over the customer experience each step of the way and delivered through agile project framework.Work included journey mapping new customer experience from a CX and UX POV in order to better accomplish strategic business… Show more Responsible for the digital Customer Experience of the "new customer" journey; focused on credit card application through card activation and early engagement, all from a digital lens. Part of a complete digital (mobile first) transformation effort guided by an obsession over the customer experience each step of the way and delivered through agile project framework.Work included journey mapping new customer experience from a CX and UX POV in order to better accomplish strategic business objectives tied to card application throughput as well as digital customer onboarding and engagement. Show less

Horsham, Pennsylvania

Product ownership of credit card portfolio representing significant revenue stream for the suite of Bank Brand card products by way of revolving balances. Focused marketing efforts on P&L growth through new accounts looking to consolidate balances and revolve using promotional balance transfer offers, along with portfolio engagement leveraging low interest rates to manage monthly spending/budget.Scope included new customer acquisitions and onboarding, as well as existing customer… Show more Product ownership of credit card portfolio representing significant revenue stream for the suite of Bank Brand card products by way of revolving balances. Focused marketing efforts on P&L growth through new accounts looking to consolidate balances and revolve using promotional balance transfer offers, along with portfolio engagement leveraging low interest rates to manage monthly spending/budget.Scope included new customer acquisitions and onboarding, as well as existing customer marketing and engagement. Coordinated delivery of new product positioning for new and existing customer marketing initiatives to ensure consistency and alignment with a product refresh effort. Show less

Developing a new Knowledge Management platform to support all Consumer Banking business segments, providing customer service specialists with one on demand resource solution that delivers service related content and is seamlessly integrated into the service experience.Ensure all content meets with compliance requirements and established an evergreen process of change control and content lifecycle management.

Represented Partnership and Affluent/High Net Worth Business Units on various Customer Experience initiatives, focusing on identifying best practices and leveraging strengths to develop a superior and consistent servicing model for our Customers. This included execution of extensive CX research to fuel a redefinition of service experiences in order to better serve customers and differentiate service excellence within the industry.

Manage and developed cross-functional Cardmember on-boarding, engagement, and retention strategies for the Disney Rewards Visa Card Program. This included the planning and execution of both Card program as well as Rewards communications to Cardmembers; both of which leveraged immersive partner branding across channels to drive sales and usage while focusing Disney loyalty towards rewards program engagement.Responsible for alignment of customer experience and product strategy with dedicated… Show more Manage and developed cross-functional Cardmember on-boarding, engagement, and retention strategies for the Disney Rewards Visa Card Program. This included the planning and execution of both Card program as well as Rewards communications to Cardmembers; both of which leveraged immersive partner branding across channels to drive sales and usage while focusing Disney loyalty towards rewards program engagement.Responsible for alignment of customer experience and product strategy with dedicated Disney Cardmember Customer Service queue. Show less

Wilmington, De

Managed new partner credit card product launches from kick-off to post implementation. Responsibilities included writing business requirements and coordinating with cross functional business lines to develop and test product while adhering to strict timelines, compliance requirements, and contractual obligations.