At Chase, I lead multidisciplinary design teams at the intersection of digital, service, and systems design, creating seamless customer experiences through research-driven approaches and collaborative frameworks. By integrating systematic design methods, I scale solutions across digital and non-digital touchpoints while focusing on designing with intent—leveraging research, prototyping, and testing to craft user-centric and business-impactful solutions. I also train and develop Quad teams to ensure both efficiency and team satisfaction, fostering cross-functional collaboration and shared accountability. This holistic approach ensures Chase's digital experiences are intelligent, scalable, and deeply connected to customer needs, driving significant business outcomes across the enterprise.

Key Business Impact

• Protected $8B in revenue through Card Replacement Experience redesign

• Reduced call volume by 35% through Digital Self-service enhancements and improved customer experiences

• Reduced customer effort by 60% through Wire Transfer Experience redesign

• Improved team efficiency by 70% via AI-Driven Self-Service API Onboarding

• Accelerated content creation for servicing knowledge platforms from 12 weeks to 2 weeks using AI-Powered Knowledge Management

• Transformed customer segmentation through Experience Objects: Collaborated with C-suite to remove decades of complexity, developing a data-driven framework for flexible, personalized omni-channel experiences across all products—from entry-level Chase accounts to Business, Commercial and Private Bank customers—bridging Chase and JP Morgan products

• Orchestrated Connected Commerce ecosystem by leading the organizational model and experience strategy that integrates 5 distinct Lines of Business (Payments, Shopping and Offers, Benefits Rewards, Chase Travel, Chase Dining, and lending innovation) into one integrated customer experience

• Established and led a DEI Mentoring Circle within the Design organization that successfully connected mentors with mentees, resulting in mentorship of 200 designers, researchers, and content specialists annually, which strengthened talent development, improved retention, and enhanced cross-functional collaboration.

Strategic Initiatives

• Experience Standardization: Established enterprise-wide design standards through Tracking Experience Platform and Enterprise-Wide CX & UX Standardization

• Journey Transformation: Reimagined customer experiences through Omnichannel Servicing Journeys, End-to-End Payment Experience Optimization, and AML Workflow Optimization

• Personalization & Innovation: Delivered tailored experiences via Customer Segmentation through Experience Objects, Personalization & Insights, and the Chase Quick Action button

• Strategic Vision: Led Connected Commerce CX Strategy and Chase Travel Experience Strategy

• AI Implementation: Pioneered AI-Driven Chat for API Onboarding and AI-Powered Knowledge Management solutions