jobs I've held

JPMorgan Chase 2022-Present

Executive Director, User Experience Design

• Leading change management and team culture definition after the team moved into a new organisation

• Creating style guides and content design systems to enable designers to self-service some of their basic content needs so content designers can impact strategic initiatives

• Leading efforts to reduce client onboarding times through simplified processes and clear language

• Built a content design team to support the needs of advisors and customers of the JPMC Global Private Bank

• Introduced localisation processes and testing within the design process

• Created processes to scale content resources across a 100-person design team

Fidelity Investments 2009-2021

Vice President, Content Strategy, Wealth Management and Digital Planning & Advice 2020-2021

Director, Content Product Area Team Leader, Personal Investing 2017-2020

Director, Content Strategy, User Experience Design 2011-2017

Consultant, Content Strategy, Fidelity Web Design 2009-2011

• Led the integration of content in the development of a new enterprise design system

• Co-created and evangelized enterprise-wide tone and brand guidelines including content standards for digital product design, chatbots, conversation design, error messages, and structured content (consolidated 15+ style guides into one)

• Led content strategy and creation for the the firm's first use of AI to create personalized content recommendations for customers

• Advocated for content technology across businesses to encourage innovation and ensure best practices were followed

• Collaborated with behavioral economists to understand users' motivations to take action and created messaging that increased action over non-personalized content

• Helped lead the content team through an agile transformation (organizational structure, process improvement, change management)

• Led end-to-end content strategy for the inception and ongoing enhancements of a hybrid robo advisor

• Led content strategy for digitizing service, enabling customers to self-serve online with the goal of minimizing calls and the firm's cost to serve customers

• Built and maintained relationships with executive leadership to raise the profile of the content team

• Encouraged data-driven content decisions using measurement of existing content and experiments to understand users' knowledge of financial terminology

• Co-created templated content systems, a taxonomy, editorial standards, and governance as part of a CMS migration for Fidelity.com

• Hired and coached a geographically dispersed team during a time of significant growth tripling the size of the team in 2 years

• Managed and coached large teams of content strategists (up to 30) across 3 businesses and hundreds of digital products

Upromise Investments 2007-2009

Integrated Marketing Manager, Head of Advisor Channel

Created and implemented marketing strategies for B2C and B2B marketing campaigns for states' 529 plans with an annual budget of $1.5M

CitiStreet (now Voya) 2002-2007

Assistant Vice President, Relationship Manager

Putnam Investments 1995-2002

Assistant Vice President, various roles