Resiliant Payment Systems (3Q24-2Q25)
Modernizing Payment Instruction Capture
Under my leadership, my team developed a centralized platform that streamlines, validates, and enforces payment controls across multiple processing systems. This system now processes millions of transactions daily, ensuring consistency, reducing errors, and enhancing security across Chase's payment operations.
The Value
- Reduced Risk & Errors: Eliminated duplicative payment risks across all consumer and business payment methods, minimizing reconciliation issues and fraud risks.
- Improved Efficiency: Standardized payment instructions, reducing manual interventions and operational overhead.
- Enhanced Compliance: Strengthened governance and auditability of payment flows, ensuring alignment with regulatory requirements.
- Modernized Infrastructure: Supported Chase’s digital transformation by integrating with next-generation payment processing technologies.
My Role
As the Product Leader, I defined the vision and roadmap to consolidate and streamline payment controls. Collaborating with engineering and risk teams, I designed a scalable, compliant solution. I drove adoption across multiple business units, ensuring seamless integration, and measured success through key metrics, including reduced operational burden, improved transaction accuracy, and enhanced security.
Revitalizing Payment Experiences (3Q23-4Q24)
Optimizing In-App Messaging
I led a team focused on enhancing customer engagement through personalized in-app messaging. By leveraging data-driven insights, we surfaced relevant payment features to customers, encouraging them to explore new capabilities. One targeted message alone drove a 35% increase in digital wallet spending, as validated through multivariate testing.
Redesigning the Customer Payment Center
My team spearheaded a strategic overhaul of Chase's payment hub, improving usability and increasing the visibility of key payment options—including Bill Pay, Zelle, Wires, Transfers, and Real-Time Payments. This redesign simplified money movement for customers and increased adoption across Chase's payment ecosystem.
Value Delivered:
- Increased Customer Engagement: Improved how customers discover and use payment features through personalized messaging and intuitive design.
- Simplified Payment Journeys: Streamlined the user experience, making it easier for millions of customers to navigate and complete payments.
- Data-Driven Decision Making: Implemented multivariate testing to refine messaging strategies, ensuring measurable impact and continuous optimization.
My Role:
As the Product Manager, I led and mentored a team responsible for the strategy and execution of these initiatives. I fostered collaboration across engineering, design, and analytics teams to deliver customer-centric solutions. By empowering my team and maintaining cross-functional alignment, I ensured the successful delivery of modernized payment experiences that drove both customer satisfaction and business growth.
Chase for Business website redesign (3Q20-2Q21)
Overhauling the Chase for Business Website
I led a cross-functional team in the complete redesign of the Chase for Business website, unifying Chase’s small business offerings—Business Banking, Business Credit Cards, and Merchant Services—into a cohesive digital experience. This effort involved integrating branding, user experience, and product discovery across three major business verticals.
Value Delivered:
- Increased Conversion Rates: The redesigned experience resulted in a 40% increase in website conversion rates, strengthening Chase’s position as a leader in small business financial services.
- Enhanced User Experience: Implemented a new navigation framework, refreshed visual designs, and clearer content to simplify how business owners discover and interact with Chase’s products.
- Improved Service Accessibility: Enhanced acquisition and self-service capabilities, allowing business owners to seamlessly discover, apply for, and manage Chase’s financial solutions.
My Role:
As the Product Lead, I hired and managed an external design agency to develop a comprehensive branding and UX strategy. I also led my internal team to drive execution, ensuring alignment across multiple business units and delivering a streamlined, customer-centric experience. By fostering collaboration and empowering my team, we delivered a website that drives tangible business outcomes and improves the customer journey.
Supporting Businesses via the Paycheck Protection Program
Launching and Managing the PPP Website
During the rollout of the Paycheck Protection Program (PPP), I led a team responsible for ensuring Chase’s small business customers had access to clear, timely information and self-service tools to navigate the program successfully.
Value Delivered:
- Customer Support at Scale: Built and managed Chase’s PPP website, serving as the primary hub for over 3 million small business customers who received a loan.
- Improved Customer Clarity: Published critical updates and educational content to help business owners understand eligibility, application processes, and loan forgiveness requirements.
- Reduced Operational Strain: Streamlined communication and self-service options, significantly reducing call center volume while empowering customers to manage their PPP loans independently.
My Role:
As the Product Lead, I guided my team in building and maintaining the PPP website under tight deadlines and rapidly changing federal guidelines. I collaborated across legal, marketing, and technology teams to ensure accurate information delivery and a seamless user experience. By empowering my team to respond quickly and effectively, we helped millions of small businesses access vital financial support during a critical economic period.
