Client Advisory Experience

• Created CashPro Online, Bank of America’s portal platform and enhanced the client experience by creating solutions that match client workflows resulting in improved client satisfaction across all segments.  Client satisfaction rose from 39% in 2007 to 90% client satisfaction in 2014
• Established client advisory boards across Large Corporate, Middle Market, Business Banking and Financial institutions which facilitated the validation of existing digital strategies for soundness and market applicability
• Established innovation programs and groups.  Refining client experiences to encompass a consistent and complete Omni channel experience.  Evaluating technology providers for digitization of operational process and client experiences which have included onboarding online and in branch, digitization of the loan process for client acquisition and improved back office processing.
• Reviewing current data strategies and facilitating the evaluation and recommendation of BIG Data solutions.  Modernizing big data strategies to include data lake solutions and products that reduce the time to achieving actionable intelligence.  Projects have covered compliance base analytics, client adoption, penetration and revenue growth as well as standard product metrics.
• Retail Branch design evaluation which includes a focus on modern digital branch experiences that extend the branch channel as part of the Omni channel journey.
• Evaluating and recommending API strategies for API banking models based on market drivers and bank capabilities.
• Advising on client transformation and change focusing on improving client satisfaction, loyalty and profitability.  Recommending servicing and implementation strategies. Establishing organization frameworks around innovation, product management, product development, UI and UX divisions.
• Establishing business process teams to document current processes in an effort to reduce the cost of delivering services and improve client satisfaction.
• Leading marketing initiatives and driving the focus of these initiatives to promote brand awareness, client acquisition, and the deepening of existing relationships.

Innovation & Implementation

• Established global security standards and compliance which includes KYC and SSAE 16 II and III certifications for all digital product solutions
• Established and managed UI / UX practice with focus on improving the usability of the applications by introducing consumer usage patterns and approaches.
  • Created a global style guide for all integrated products with governance routines
  • Established User Groups, Usability Labs and Ethnographic research processes across 30 different product lines
• Led the organization in patents, obtaining five patents with over 30 in process focused on new workflows and delivery technology.
• Established a multi-generational plan by creating annual strategic planning sessions which enabled an 18 month project schedule
• Regular speaker at Euro Finance, AFP, TMAP and technology conferences around the world, Thought Leader and frequent speaker on fraud and its impact to corporate clients, and represent Bank as innovation leader in forums including Microsoft Innovation Outreach Program

Client Migration & Cross Sell

• Increased Product cross sell and product penetration 38% year over year
• Created and executed a plan to migrate over 500,000 clients and decommissioned over 40 web and ecommerce platforms resulting in over $40 million in operational savings
• Expanded traditional Cash Management portal to include, Commercial Lending, Asset Based Lending, Trust, Family Office, Trade, Investments and Foreign Exchange

How can we help you transform your digital experiences into competitive advantage? Contact us to learn how.