Jim Cook | Digital Strategy Career Experience

Senior Manager, Digital Product Management

2021 - Present

I am leading our Digital Product Management team to plan, design, develop, and manage our digital customer experience journey. My team’s focus is on the primary OKRs of our digital experience; driving revenue, increasing conversions, reducing customer churn, increasing CSAT, creating customer advocates, growing lifetime value, and lowering operational cost. I’m establishing user-centered design processes through UX research, UX digital product design, and customer-insight-driven digital experience intelligence to guide our strategic roadmap.

Head of Digital

2019 - 2020

As Head of Digital, I developed the strategic vision, execution, and optimization of our digital customer journey. This involved the relaunch of our digital brand experience and the UX/UI design, design system, development, and release of an enhanced eCommerce customer experience to support our latest location-based virtual reality products during 2019. Disney, Marvel Studios, ILMxLab Avengers: Damage Control and Sony Pictures Jumanji: Reverse the Curse.

Vice President, Digital Customer Experience

2017 - 2019

I established a new role in 2017 leading the vision, design, and execution for all aspects of how customers engage with Credit One Bank across the digital customer journey. I led cross-functional business processes to develop an innovative and adaptable mobile digital experience strategy roadmap. The challenge was to create a mobile experience to help customers manage, and control their finances, driving long-term retention and loyalty for the company and brand.

Senior Vice President, Digital Strategy & Services

2008 - 2017

I led the transition to a digital strategy, customer experience, and emerging technology consulting services focus. We experienced double-digit revenue growth during the recessionary economic period of 2008 by partnering with hundreds of high growth digital startups and medium-size businesses in industries requiring digital strategy thought leadership in mobile apps, Web, eCommerce, and emerging digital experience delivery platforms. I led digital product strategy, experience design, and digital transformation initiatives for some of the largest brands in the U.S. across a diversity of markets; Kroger, National Geographic Society, NBC Universal Bravo TV Top Chef, Papa John’s International, Penguin Random House, The Atlantic, Makers Mark, Sazerac, Chamberlin, and Advisory Board Company.

Vice President, Digital Strategy & Marketing

2001 - 2008

ThoughtLava developed a base of over 50 clients in North America, Europe, Asia, and Australia providing digital marketing services across the entire customer journey in multiple industries; automotive, floral, publishing, hospitality, transportation, and storage.

Vice President, Digital Marketing & eCommerce

2001 - 2005

My role as Vice President, Digital Marketing and eCommerce, was to set digital marketing, customer experience, and eCommerce strategy objectives and manage operational processes across the parent company and subsidiaries. I participated in mergers, acquisitions, and strategic digital customer experience leadership, and eCommerce management expertise in a matrix organization was critical in transitioning Insight’s brand to a position of trusted advisor to its clients, helping them enhance their business performance through innovative technology solutions.

Vice President, Digital Customer Experience

2000 - 2001

I led the digital customer experience team offering outsourced digital marketing, and eCommerce services that enabled the Fortune 500 to efficiently serve small and medium-sized businesses. I was a member of the executive management team that set the strategic direction for the entire company.

Director, Digital Customer Experience

2000 - 2000

My role as Director, Digital Customer Experience in the venture capital and finance business unit was to provide strategic leadership in digital customer experience design methodologies and alignment of eCommerce and financial services applications to the key performance indicators of multiple market segments for reinsurance investments. This included eCommerce for commercial insurance in the healthcare and legal industries.

Senior Manager, Digital Marketing & eCommerce

1996 - 2000

During my role at Sprint as Senior Manager, Digital Marketing, and eCommerce I led the 'One Sprint' digital customer experience design strategy and integration initiative of all major business units into a single cohesive enterprise digital experience.

Digital Sales Media Specialist

1988 - 1995

In my role as Digital Sales Media Specialist, I led digital innovation and development of their first digital sales and marketing applications. These digital sales and marketing apps converted research and development data on product performance into dynamic interactive models that visualized the benefits of Bandag’s product and service suite to national fleet client prospects: FedEx, UPS, Walmart, etc.