New York, New York, United States
Leading a team responsible for all customer experiences related to Capital One Travel, including the COT booking portal, customer servicing and integration into Capital One's core mobile & web properties.
Building products that help our customers seamlessly spend with their Capital One card in the digital/online space, along with tools and services that help them proactively manage and adjust spending behaviors in order to achieve their broader financial goals.
-Lead product strategy and development for core portfolio of 33MM Chase Checking, 16MM Saving and CD accounts across all retail banking customer segments (youth/student, mass, underbanked, affluent). -Responsible for all aspects of product backlog including: exploration of new offerings, development/launch of new products, enhancements/optimization of existing services.
-Stood up a new team within the Chase Digital organization to drive innovation and acceleration of digital product delivery for the Consumer Bank -Led product development and launch for Chase First Banking (October 2020), a first of its kind parent/child banking account from a major US bank -Led team of product managers to address top customer pain points for 23MM Consumer Bank customers through various mobile/web features including: debit card PIN reset, new account bonus tracker, debit card spend summary, debit card tracker & activation.
-Led product vision, development and launch for all digital self-servicing capabilities in Finn by Chase Mobile App, an all mobile bank targeting youth and underserved customer segment, including: Help Center & Account Settings, Account Services (PIN reset, Card Activation, Name Change), Servicing Alerts & Notifications and first use case and implementation of digital live chat functionality at Chase. -Led vision and implementation of end-to-end servicing and customer experience strategy for digital only customers without access to branch banking.