Created stronger emotional connections between services and customers with consumer-centric designs that simplify financial complexity. Collaborated with UX team both internally and externally (contract and agency) to influence stakeholders through customer insights, experience principles, and new brand and to create consistent and seamless Omni-channel experience.
Exceeded client retention targets and overall satisfaction rate of 96% by designing and implementing new brand identity for 2 merged companies. Led and provided creative oversight, support, and guidance to team of 7 designers for all aspects of creative process. Guided and developed design system extension into digital services, mobile, marketing assets, and environmental design in corporate and retail spaces, creating unified client experience.
Partnered with product managers, UX researchers, and engineers building and listened to research feedback from users, resulting in improving usability of tool while considering technology limitations.
Implemented design and interaction solutions of proprietary financial planning software that strategically aligned with corporate goals, resulting in 50% of planners using the tool and 20% more likely to convert prospect to client. Developed and scale iconography style and illustration system and humanized product experience.
