• Achieved exceptional digital engagement by driving millions of interactions through targeted notifications (e.g., Purchase, Deposit Status, Money Brief), launching high-impact push notifications (e.g., Zelle, Money Tracker), enhancing email communications (e.g., Credit Card Payment, Deposit Status) with actionable insights, and significantly increasing push notification opt-in rates beyond organizational goals.
• Led the development of an enterprise design system for notifications across bank channels and launched the Smart Assistant component library for seamless integration into the broader design framework.
• Integrated the Smart Assistant into the 24-Hour Banker platform, launching an AI-driven pilot that reduced call handling times, increased customer satisfaction, and secured funding with a projected multi-million-dollar ROI.
• Revamped U.S. Bank's alert management system, resolving key customer pain points and driving a Corporate Insights Report rating improvement (from Fair to Good), while ensuring consistency and parity between native and web app experiences.
• Enhanced the web app Communication Center with bulk actions, resolving key customer pain points, and designed a native Communication Center with advanced alert management. Conducted A/B testing to refine and optimize user engagement, delivering a seamless user experience.
• Developed and owned comprehensive alerts and notifications release guidelines, ensuring consistency, scalability, and alignment across design teams organization-wide.