Professional Experience

KEYBANK
Cleveland, OH, 2017 - 2024

EVP, Enterprise Design Officer | 2020 - 2024

Founded Key Design Studio, KeyBank’s first in-house UX design agency for all channels, platforms, and customer and employee segments, with a corporate mandate to deepen user-centricity in enterprise decision-making and culture.  

• Team Growth: Scaled design organization from 1 to 48, attracting a diverse talent pool with progressive skill sets

• Operational Scaling: Built core processes, frameworks, and capabilities to scale from a single engagement to hundreds

• Revenue & Cost Impact: Delivered $20 million+ in incremental revenue and cost savings from design engagements

• Design System Development: Developed and introduced KeyBank’s first-ever Enterprise Design System, accelerating product development and delivery, ensuring brand consistency, and enhancing accessibility

• Innovation & Product Design: Spearheaded design ideation leading to 5+ new products and services, significantly driving impact across digital, sales teams, ATMs, and employee platforms

• Enterprise Impact: Developed a Design framework, 50+ design tools, and enterprise training to standardize practices

• Award-Winning Results: Led the efforts that earned KeyBank its first-ever #1 J.D. Power ranking, as well as numerous design, innovation, and customer experience awards

• Culture and Retention: Fostered a high-performance team culture, achieving 18+ months of zero unwanted attrition

EVP, Head Consumer Digital | 2020 - 2022

Led digital for KeyBank’s Consumer, Small Business and Wealth businesses, overseeing strategy, product management and operations of digital platforms servicing over 1MM customers daily. 

• Engagement Growth: Drove double-digit increases in engagement with triple-digit growth in payment products

• Sales Growth: Led initiatives that generated 500,000 incremental accounts from new capabilities, leads, and targeting

• Digital Platform Expansion: Integrated 6 new business segments into the digital platform expanding service offerings

• Cost Savings via Self-Service: Enhanced digital self-service options, generating $40MM+ in annual savings

• Improved Speed-to-Market: Boosted software delivery by 600%, accelerating the release of new products

• Record CX results: Elevated the Net Promoter Score (NPS) from 20 to 65 in under 5 years, setting a new benchmark

SVP, Digital Product & Channel Management | 2017 - 2020

Led digital product management and platforms for Consumer & Small Business with a $12MM budget and a team of 10+

• Digital Acceleration: Drove double-digit increases in digital customer adoption

• Organizational Redesign: Established and structured the Bank’s first digital product function

• Agile Transformation: Co-led the successful rollout of the Bank’s first large-scale agile deployment, introducing a new framework for rapid, iterative product development and delivery

• Competitive Positioning: Launched 25+ digital products, propelling Key’s product suite from 4th to 1st quartile

• Enhanced Customer Insights: Implemented next-gen customer analytics, listening tools, and emotive analysis to gain deeper customer insights and optimize customer journeys

• App Transformation: Orchestrated a dramatic app overhaul, improving UI, expanding product offerings, improving technical performance, and significantly increasing app ratings from 2.4 to 4.6

RBC ROYAL BANK OF CANADA Toronto, ON | 2014 – 2017

Vice President, Digital

Recruited as Head of Digital for Canada’s largest publicly held company, responsible for digital strategy, product and operations. Managed a team of 150, a budget of $125MM, and 5 MM digital customers

• Product Management Transformation: Piloted a new agile operating model for product management, optimizing product development cycles and aligning teams around customer-centric outcomes

• UX Practice Establishment: Built and scaled a digital UX team, improving customer experience and reducing operating costs through superior UI and design, 

• Brand Consistency & Voice: Developed visual and voice standards to ensure a unified experience across digital channels

• Mobile App Redesign : Led a mobile app overhaul that resulted in 30% higher enrollment and a 2+ rating increase

TD BANK GROUP Toronto, ON | 2010 – 2014

VP, Digital Strategy, Customer Experience & Design | 2012 – 2014

Led digital strategy and CX for all of TD’s Consumer, Wealth, and Insurance businesses including the public site operations and North American digital shared services such as analytics, planning & prioritization and employee experience

• Digital Strategy: Developed and executed a strategy that led to a 20% increase in digital adoption and growth  

• Design Transformation: Scaled a small UI design team into a robust, cross-functional user-centered design practice. Added new capabilities, grew the team, and built operations to advance TD’s digital Customer Experience

• UX Turnaround: Designed 100s of new experiences; turned around negative Net Promoter Scores (NPS)

• Industry Leadership: Achieved #1 rankings from J.D.Power, Ipsos, and Comscore for Canadian Digital CX

• Cost Savings: Spearheaded transformation initiatives that reduced operational costs by improving customer self-service capabilities and streamlining internal processes, saving millions in costs

AVP, Strategy & Channel Integration | 2010 - 2012

Recruited to help establish TD’s new North American digital shared services model, driving strategic direction and operational efficiencies across digital channels and transforming TD’s digital and omni-channel customer experience

• Enterprise Digital Channel Strategy: Developed and implemented TD’s first-ever Enterprise Digital Channel strategy, optimizing channel planning, initiative prioritization, and resource allocation to support organizational growth

• Digital Planning & Resource Management: Spearheaded the rollout of new enterprise programs for digital planning, tracking, and resource intake, improving operational efficiency and prioritization of key initiatives

• Omni-Channel Innovation: Sponsored and successfully implemented digital appointment booking systems and other omni-channel capabilities, enhancing the customer journey and increasing cross-channel engagement

WELLS FARGO & COMPANY
Charlotte, NC & San Francisco, CA 1999 – 2010

Senior Vice President

Held increasingly progressive roles in Digital, Marketing, Technology, and Merger Integration. Managed teams of 200+ and budgets of $150MM+