# Jessica DeMartini > Senior Product Design Leader Focused in Delivering Solutions to Drive Measurable Business Results through Impactful Leadership Location: Sonoma, California, United States Profile: https://flows.cv/jessicademartini With 15+ years of experience as a leader in digital user experience and strategy, I have been integral to leading cross-functional design teams to reach optimal business results through productive processes & customer-centric solutions. It is my passion to utilize my expertise in communication strategies & process improvements to ensure optimal service designs, focusing on Agile & Lean methodologies to produce high-level results to ensure client satisfaction. Some of my key achievements include: ✅ Recognized for distilling complex problems into simple, compelling stories that identify improvement points through storytelling, journey maps, service blueprints, workshop facilitation, and various customer solution activities ✅ Coached and mentored upwards of 20 team members in strategy, alignment, research and analysis, process improvement, and change management from transactional experience design production to solution-oriented strategic experiences ✅ Increased password attempts validated through user research to 5 attempts, directly contributed to a 74% decrease in password suspensions, 64% decrease in related support calls, and yielding 0% increase in fraud activity ✅ Successfully contributed to a 7% increase in the top box CX score over 12 months, resulting in reaching the targeted goal of 80%, and continuously researching solutions to ensure the delivery of experiences ✅ Provided detailed interaction models to directly contribute to a 22 point rank increase in the J.D. Power 2012 Manufacturer Website Study for AudiUSA.com, served a leading role on the strategy and UX design for the redesigned website I would like to speak with like-minded professionals. Contact me through this profile if you wish to connect. ## Work Experience ### Principal Product Designer, Shared Platform @ Kong Inc. Jan 2025 – Present | United States ### Principal Product Designer, Intuit Enterprise Suite @ Intuit Jan 2024 – Jan 2025 In my role at Intuit, I focused on understanding the digital and non-digital experiences of our enterprise users. My goal was to leverage these insights to shape a long-term design vision that aligns teams and drives future innovation. As I ramped up, I immersed myself in user workflows and business needs to identify opportunities for impact. ### Senior Staff AI Product Lead @ ServiceNow Jan 2024 – Jan 2024 As the Senior Staff AI Product Lead, I am privileged to lead a talented and diverse team of Product Designers, Content Strategists, and Visual Designers to define and document platform-level Gen AI patterns. We aim to revolutionize productivity for frontline customer service, IT, and HR agents through innovative AI-generated solutions. By prioritizing effective communication, fostering strong relationships, and driving efficiency improvements, we strive to empower our business unit stakeholders to implement and benefit from these productivity-enhancing patterns effectively. Key Responsibilities and Achievements: • Leadership and team scaling: As a Leader, my focus is on scaling a high-performing team and fostering a collaborative and productive work environment. I achieve this through productive meetings, effective work prioritization, and clear communication, all of which contribute to the team's overall efficiency and success. • Pattern documentation: Define and document platform-level Gen AI patterns, making them accessible and easy for business unit stakeholders to implement. • Stakeholder engagement: I deeply value the needs and requirements of our business units. By fostering solid relationships and strategically prioritizing their requirements, I ensure their voices are heard and valued in our work. • Communication excellence: Improve team communication skills, enabling better upward and outward communication within the organization and ensuring stakeholders understand and can effectively implement our patterns. • Efficiency improvements: I will lead initiatives to improve our team's productivity and accuracy, resulting in higher-quality outputs and increased stakeholder satisfaction. By focusing on the needs of our business unit stakeholders, I aim to improve the understandability and usability of our pattern documentation, empowering our partners to utilize these patterns effectively in their unique products. ### Senior Staff UX Architect, Platform @ ServiceNow Jan 2022 – Jan 2024 | Remote As a Senior Staff UX Architect, I led a team in defining and delivering a 3 to 5-year UX Strategy and Vision for our Talent Development product. Key responsibilities included strategy development, team leadership, and establishing metrics to measure progress. I was recognized for my strategic mindset and nominated for an organizational leadership award three times. Key Responsibilities and Achievements: • Strategy and Vision Development: Developed a comprehensive 3 to 5-year UX Strategy and Vision for the Talent Development product, outlining current and future states, strategic objectives, and measurement metrics. • Leadership and team collaboration: Led a multidisciplinary team, fostering collaboration and driving us towards a unified vision, instrumental in successful delivery of the UX Strategy and Vision. • Recognition: Nominated for an organizational leadership award three times and directly recognized by leadership for strategic mindset. • Focus areas and objectives: Identified critical focus areas and strategic objectives, ensuring alignment with overall product and business goals. • Measuring success: Established clear metrics to measure progress towards the vision, ensuring continuous improvement and accountability. ### Senior Staff Product Designer, Conversational Interfaces @ ServiceNow Jan 2021 – Jan 2022 | Remote As the Senior Staff Product Designer for Conversational Interfaces, I led a team to design and launch Sidebar, a new conversational collaboration tool. I directed the product interface design, led a multidisciplinary team, collaborated with product management, documented patterns and flows, and ensured the successful delivery of the product. My efforts were recognized, and I was invited to share my collaborative spirit at a panel discussion during our annual training summit. Additionally, I successfully turned around the product design from being at risk to being on track within a short timeframe. ### AVP, Principal Experience Strategist @ Wells Fargo Jan 2021 – Jan 2021 | Remote • Served as the program lead for conversational AI and live agent chat, responsible for leading and influencing a Product Design team towards delivering viable solutions that will iteratively improve customer success metrics • Assisted in defining success goals and developing a balanced framework for reporting key customer success metrics, organizing and clarifying ambiguity for teams to generate measurable results to result in faster response times • Credited with effectively translating leadership priorities into the day-to-day work and clarifying workflow processes to accomplish the job among teams • Recognized for distilling complex problems into simple, compelling stories that identify improvement points through storytelling, journey maps, service blueprints, workshop facilitation, and various customer solution activities • Collaborated with Management and Coordination teams, identifying resource and support needs together to assist in building a successful Product Design organization • Coached and mentored upwards of 20 team members in strategy, alignment, research and analysis, process improvement, and change management from transactional experience design production to solution-oriented strategic experiences ### AVP, Customer Experience Strategy Lead @ Wells Fargo Jan 2020 – Jan 2021 | Remote ### Customer Experience Strategy Lead @ Wells Fargo Jan 2019 – Jan 2020 | Remote • Provided leadership on a closed-loop feedback product design strategy to deliver customer-centric authentication experiences, focused on change management within process workflows • Influenced a team of 3 strategy consultants toward delivering viable solutions that will iteratively improve customer effort metrics, instituting team key performance indicators to measure improvements • Maximized quantitative and qualitative analysis that demonstrated the correlation of reducing customer effort of end-to-end online account enrollment, login, and password reset experiences, resulting in an exponential improvement in customer NPS • Increased password attempts validated through user research to 5 attempts, directly contributed to a 74% decrease in password suspensions, 64% decrease in related support calls, and yielding 0% increase in fraud activity • Recognized for accelerating response time within the Product Design team and improving the team's understanding of business goals and timelines, effectively clarifying project and task ambiguity ### Customer Experience Strategy Consultant @ Wells Fargo Jan 2018 – Jan 2019 | Remote • Established a proven history of leadership on an iterative product design process to provide best-in-class solutions for chat customer service, bringing opportunities and solutions to life through compelling visual communications • Collaborated with and influenced cross-functional teams towards viable solutions, discovering opportunities for improvements to the customer and team member experience, training agents on improving the client relationship • Successfully contributed to a 7% increase in the top box CX score over 12 months, resulting in reaching the targeted goal of 80%, and continuously researching solutions to ensure the delivery of experiences ### Customer Experience Strategist @ JohnRyan, Inc. Jan 2015 – Jan 2018 | Remote • Expertly led the Experience Vision Plan for a digital content management system by providing a detailed customer journey map, opportunities mapped against business goals, and a long-term vision roadmap, effectively established a blueprint utilized companywide today ### AVP, Sr. Product Manager & UX Strategist @ JPMorgan Chase Jan 2012 – Jan 2015 | San Francisco Bay Area • Directly contributed to a 15% increase in the system usability score and a 68% increase in learnability for the J.P. Morgan Private Bank mobile application by providing strategic leadership on key changes on the redesigned experience - Also directly contributed to the redesign of the mobile app and desktop customer site, which are still in production and in use by millions of customers to this day • Fostered a talented cross-functional team to define a future vision for mobile applications at Chase, encouraging new ideas from all team members and influence change across multiple LOBs • Established domain expertise on personalization and privacy needs, provided a 5-year vision, roadmap, and user stories for the Chase Consumer Banking ecosystem ### UX Design Lead @ AKQA Jan 2011 – Jan 2012 | San Francisco Bay Area • Provided detailed interaction models to directly contribute to a 22 point rank increase in the J.D. Power 2012 Manufacturer Website Study for AudiUSA.com, served a leading role on the strategy and UX design for the redesigned website • Built on personal strategy skill set by learning how to create customer experience journey maps and organizing websites for optimal user experience ### UX Designer III @ Adobe Systems (formerly Omniture) Jan 2005 – Jan 2011 | Orem, Utah • Received recognition for contributions to the user experience redesign and agile implementation of the primary analytics & SEO products, including SiteCatalyst, Search-Center, and Discover, awards given to the products by ClickZ and Utah Best of State • Led an indirect team through user experience redesign efforts, recruiting to increase the team to 9 people during tenure to support product offerings further ### Interface Designer @ Conquent Jan 2004 – Jan 2005 ### Marketing Manager @ Everybody's Garden Center Jan 2003 – Jan 2004 ### Web Designer @ Self-employed Jan 2001 – Jan 2003 ### Interactive Production Designer @ Euro RSCG DSW Partners Jan 2000 – Jan 2001 | Salt Lake City, Utah ### Programmer @ Sumus Interactive Jan 1999 – Jan 2000 | Salt Lake City, Utah ## Education ### Graphic Design Portland State University ### Computer Science Salt Lake Community College ### Chemical Engineering University of Utah ## Contact & Social - LinkedIn: https://linkedin.com/in/jessica-demartini - Portfolio: http://www.jessicademartini.com/ --- Source: https://flows.cv/jessicademartini JSON Resume: https://flows.cv/jessicademartini/resume.json Last updated: 2026-04-13