PNC Bank | VP, Experience Design Management

role

• Oversee experience merge of PNC and BBVA to become 5th in US banking assets.

• Deliver consolidated CRM user experience to sunset $8M legacy cost.

• Transition external resource dependencies to internal UX and PM practice as part of organization’s $14M expense reduction initiative.

• Establish co-design partnerships to improve program’s User Experience delivery. 

• Pivot from production-pilot model to prototype and UX Research practice.

• 75% reduction (from 219 steps) to a new account opening process.

• Delivered program’s first Shared Component model and address cleansing initiative.

• Review program component strategy as a Governance Board Member.

• Design strategy to unify channels to make real-time transactions possible.

• Create program partnership with Engineering, Product Owners, Functional Leads and Stakeholders.

• Operationalized PNC’s largest ADA initiative.

Leadership Portfolio (PDF)