Provided and managed digital solutions for self-servicing functions on Mobile, Tablet, and Desktop interfaces such as ACH Stop Payments, travel notifications, credit score, and cross-product digital servicing

Lead research to examine customer needs and behavior for self-servicing of stop payments, travel notifications, and credit score.

Worked with User Experience to craft Journey Maps for self-servicing.

Led project to revise and enhance supporting public site pages to better contextualize the content related to self-servicing for Stop Payments, travel notifications, credit score, and cross-product digital servicing.

Partnered with the Digital Experience Design group to create, prototype, and test conceptual designs for digital servicing.

Performed competitive analysis to help identify best of class practices and incorporate the findings into conceptual and project development documentation.

Worked with business partners to develop product roadmaps and construct business cases for enhancing the digital experience and driving adoption of self servicing.

Worked with System Architects, Business Analysts, Developers, and Line of Business partners to develop requirements.

Worked with a cross-functional team to work through the project process. Gather business, design, servicing, legal, and compliance approval.

Worked with the Compliance team to create and manage regular Compliance monitoring and reporting.

Worked with Virtual Channels Market Research to build and enhance the digital customer feedback and reporting process.

• Lead the creation of the design and development of the process to move Small Business ACH Payment customers from the Wachovia Connection Express platform to the Wells Fargo Business Online product. This includes iterating the process based upon customer and business partner feedback to ensure customer satisfaction.

• Managed the creation, design and delivery of communication pieces, (direct mail, secure email, bulletin board messages and a microsite), to all of the customers converting from Wachovia Connection Express to the Wells Fargo Business Online, including the ACH payment and remote deposit capture customers.

• Worked on the team creating the product bundle to ensure that was parity between the components of Wachovia Connection Express and Wells Fargo Business Online while also maintaining revenue.

• Create and manage an integrated development plan to map key dates and deliverables across the development, communications, marketing, customer care, sales support and relationship management teams.

• Created the contingency and exception handling process for the conversion of ACH payment customers.

• Worked with MIS and business partners to develop the plan which would identify small business customer behaviour and map them to the correct online platform at Wells Fargo

• Created and managed the outreach program to ensure that customers were correctly identified and their online credentials and services were correctly mapped together on the Wells Fargo online platforms.

• Coordinate with senior management and various business partners to ensure that their needs and expectations are being met.

• Coordinate with Legal, Risk and Compliance to ensure that the proper risk and liability mitigation was being employed through the conversion process.

• Served as project and product manager on the system efficiency monitoring, scalability and tuning project to assess the impact of the conversion of customers on the targeted ACH payment system.

• Coordinate the work flow between the design disciplines for the Creative & Emerging Experience Design and the Countrywide Merger teams.

• Create and manage an integrated UI development plan to map key dates and deliverables across the teams.

• Work with technology partners to define the deliverables, formats and deployment process for the UI design work to support the new CMS and platform systems.

• Employ Agile development process and tools to rapidly iterate design.

• Manage daily stand-up, weekly design check-in, and office hour meetings.

• Coordinate with senior management and various business partners to ensure that their needs and expectations are being met.

• Coordinate with third party vendors to clearly define their deliverables and timelines and supply information and assets to enable their work.

• Managed the design and deployment of the initial integration of the sales of MBNA consumer credit cards onto bankofamerica.com.

• Lead the redesign of MBNA.com to direct users from that web site to bankofamerica.com or the MBNA international sites for domestic sales and servicing.

• Lead and designed the interim process which allowed customers to move from within a secure Online Banking session at Bank of America to a secure session at MBNA.

• Lead the e-Commerce communications team to make customers aware of the merger, note impacts and shepherd customers to bankofamerica.com using an online merger news page, an interactive demo, Frequently Asked Questions, direct email and letter campaigns.

• Managed the creation, design and delivery of content, data and assets for the communication pieces.

• Lead the team that selected the design concept for the integration of the MBNA functionality into Online Banking from Bank of America.

• Approved customer care training program .

• Lead the e-Commerce product management communications team to make customers aware of the merger, note impacts and shepherd customers to bankofamerica.com using an online merger news page, an interactive demo, direct email and letter campaigns.

• Lead the Quicken and Microsoft Money conversion team. Created the business requirements, approved the technical design documents, and worked with technology to approve the best process.

• Designed the web pages and edited the content for the Quicken and Microsoft Money conversion instructions.

• Lead the e-Commerce communications team to make Quicken software users aware of the merger, note impacts and instruct customers about the process to begin using Quicken and Microsoft Money with Bank of America via a direct mail campaign.

• Managed the creation, design and delivery of content, data and assets for the communication pieces.