Scott Furlong Email & Phone Number

Watertown, Ma, Us

Boston, Ma, Us

Boston, Ma, Us

Roadmapping and executing the producer experience.

Madison, Wi, Us

Instruct User Experience courses for the graduate certificate and continuing education programs.LIS/CS 614 User Experience Design Capstone Course: May to August 2022LIS/CS 614 User Experience Design Capstone Course: May to August 2021LIS/CS 614 User Experience Design Capstone Course: May to August 2020Introduction to UX: April to May 2020Introduction to UX: October to November 2019

Providence, Rhode Island, Us

Lead the website strategy for Citizens public facing site, which includes new product launches, personalization, customer engagement strategies, redesign of the site, and consolidation of the Citizens' websites into a unified site. Also, oversee the operational support of the website.

Boston, Ma, Us

Lead the global UX team and oversee all digital initiatives across the company to ensure seamless and efficient experiences throughout all of the company’s digital touchpoints. Responsible for building the UX capabilities of the organization, globally, through talent acquisition and training. Notable Accomplishments• Developed and executed the tactical and long-term digital strategies for the company.• Secured executive support and funding to redesign the websites. • Redesigned the State Street Global Advisors websites and platform.• Transformed the eight-person digital team into a sixteen-person UX design-focused team, located around the globe.• Led the development and execution of the site content strategy. • Designed and implemented the direct email application.

Boston, Ma, Us

Manage IA and UX design process for client and in-house deliverables. Assist with creating pitch decks and pre-sale work to convert client prospects into paying clients. Mentor junior and intermediate team members.Notable Accomplishments• Designed and implemented a complex private equity modelling tool that is both easy to use and accurate.• Created cross project stream design standards for a major initiative with Fidelity investments. • Provided responsive vision for displaying large tables for Fidelity Investments.• Designed and created a responsive portfolio for Sapient’s Global Visualization Practice to allow prospective clients to review the team’s capabilities.

New York, Ny, Us

Lead IA and UX Design process for integrating various web applications into one unified desktop application.Notable Accomplishments• Created unified client household vision for TIAA Advisors.• Reengineered an asset advisor planning and rebalancing to enable advisors to quickly profile and execute multiple trades.

Boston, Ma, Us

Lead IA and Design process for website and app development.Notable Accomplishments• Created unified client household vision for TIAA Advisors.• Reengineered an asset advisor planning and rebalancing to enable advisors to quickly profile and execute multiple trades.

Boston, Ma, Us

Lead the design process for three internal projects for Fidelity’s internal cloud services marketing team.Notable Accomplishments• Created a responsive blueprint for Fidelity’s cloud provisioning application to assist with their buy versus build decision.• Created an Intranet landing page that reinforces the Platform as a Service team’s brand and to promote the team’s services.• Provided a heuristic review of a file management system and reengineered its design to increase usage.

Framingham, Ma, Us

Lead information architecture and interaction design during the design and development process. Projects varied in size from large scale, site overhauls to the development of landing pages and specific page elements. Notable Accomplishments• Refreshed the Staples Help Center site to enhance the self-service experience of the site - responsive design.• Created a new, responsive About Us site to demonstrate Staples brand promise.• Developed a responsive deals destination page to profile a daily deal, as well as, additional deals offered on the site.• Assisted in establishing navigation standards: consistent application of header and footer styles along with primary and secondary navigation.• Established new responsive microsites, holiday center and tax center, to support seasonal promotions.

Boston, Massachusetts, Us

Redesigned the Windchill User Experience Team’s intranet site to provide: improved user experience support across the organization and self-service user experience tools, while also promoting the value of user experience in the company’s design process.Notable Accomplishments• Significantly increased internal awareness of the User Experience Team by creating a strategy; used research to gain clarity and insight into the users’ needs; created personas; utilized iterative design process; carried out testing phases of redesign.• Presented key internal branding opportunities to senior management.

Managed the Division’s secure Internet sites nation-wide, with a focus on increasing the sites’ traffic and the utilization of their online features. Managed and provided oversight on all web development, created communications and marketing materials, and provided training support for internal staff and sales staff. Managed relationships with key stakeholders from the business and information system units to ensure quality and timely Internet launches to customers. Tracked and reported all site activity, issues, and announcements. Provided heuristic website reviews and consultations for client-specific web development.Notable Accomplishments• Increased Internet membership from 175,000 to 1,000,000+ and generated over $2M in savings by: simplifying and automating the registration process for the sites; training call centre representatives and running internal contests to promote registration; conducting an Internet road show across the country to train the sales force on how to present the sites to their clients; attending client trade shows to promote the value proposition of the sites to existing and potential customers.• Increased the annual Internet budget from $0 to $1,350,000 by developing stories and strategies through direct and indirect customer interaction and using those stories to influence senior management.• Secured large customer sales by presenting the sites.• Developed all designs, from beginning sketches to final delivery, utilizing user-centered design methodologies. • Generated web guidelines to standardize future web development. • Worked with clients to develop customized solutions that could also be sold to subsequent clients.• Enhanced employee experience and employer branding by developing and launching a co-branding product and single sign- on solution.• Increased profile of Group Benefit products by developing a single sign-on solution for the sales force.

Recruited advisors with significant assets under management (AUM), which increased the overall AUM for Manulife's mutual fund dealership; responsible for the smooth, successful transition for each advisor from time of recruitment to full transition. Managed marketing materials, communications, and training materials for the transition program.Notable Accomplishments• Recruited and transitioned $400 million in assets through the Advisor Transition Program• Established a reporting and communication process to provide senior management with information on advisor's transition status, asset values, and new prospects, to ensure operational areas were ready for each new transition and maintained the confidentiality of new prospects. Provided single point of contact for advisor until their transition was complete.• Hired, trained, and mentored a team of high performing individuals to run the Advisor Transition Program.

Managed staffing, budgeting, and projects for the Wealth Management mutual fund trading team. Responsible for the training, development, and mentoring of staff, while managing trade volumes, meeting daily trade deadlines, and maintaining high quality standards. Notable Accomplishments• Implemented the first dynamic staffing model in Wealth Management; the model enabled employees to work on flexible and part-time schedules, which provided a larger team of trained individuals who could be called upon to work additional hours during peak volumes while maintaining cost-effectiveness during low volume periods.• Successfully managed a team of 93 individuals through the one of the largest middle office conversions in North America, while maintaining trade deadlines, quality standards, and high staff morale.• Managed one of the most successful Registered Retirement Saving Plan campaigns in Wealth Management's history.• Developed business continuity plan for the mutual fund trading team.

Managed the portfolio of mutual funds; reviewed and approved new mutual funds and fund companies. Regularly met with partner fund companies to review new products and identify opportunities to strengthen relationships.Notable Accomplishments• Added 7 new fund companies and over 200 new mutual funds to the dealerships portfolio and managed all communications to internal business partners and the external sales force.• Conducted Fund Company Awards; surveyed Manulife staff and field support staff to identify the top fund business partners in order to strengthen our relationships with these external partners.

Managed the administration of a product portfolio, providing customer service and administration support.Notable Accomplishments• Established a new administration and customer service team; cross-trained and developed all product and training support documents for my portfolio.• Redesigned an investment product; led a team of representatives from across the company to revise the death benefit payout for an investment product. The solution resolved an existing issue and also presented an opportunity for the funds to be reinvested with the company.

Responsible for processing mutual fund trades, training new staff, and meeting quality standards.Notable Accomplishments• Created and managed a new trading team to handle all transactions originating from Quebec.• Member of the Delta project; was responsible for moving the business from paper to electronic transactions.

Master Of Science (M.S.), Human Factors In Information Design

Bachelor Of Science, Marketing

Diploma In Business Administration, Business

Cua, Certified Usability Analyst

Honours, Business Administration

Education record