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Credit One Bank is the fastest-growing credit card issuer in the United States. As a leader in the credit card industry, Credit One Bank offers a full spectrum of credit card products that are perfect for everyday purchases and provide meaningful benefits, helpful features, and state-of-the-art security.

Vice President, Digital Customer Experience

2017 - 2019

Below are samples of the digital product, mobile app, customer experience, and eCommerce initiatives I led at Credit One Bank

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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.

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Mobile Banking App

Within the first year, the mobile banking app went from zero to over 4 million active monthly users. The mobile app provided a new level of convenience and security for customers to log in multiple times per month through touch or facial recognition to check balances, review credit scores, make payments, upgrade credit cards or add a new credit account. The Credit One Bank mobile iOS and Android application received a 4.7-star rating on the App Store and Google Play and a top 3 mobile banking application rating from JD Powers. The frequency of digital customer engagement allowed for more opportunities to provide customers with contextual banking product offers.

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Digital Transformation of the Customer Experience

Today’s banking customers are empowered by disruptive emerging technologies, submerging their experiences in a world of digital connectivity. The impact of digital transformation on the customer experience is the new reality across the entire customer lifecycle; brand awareness, consideration, conversion and transactions, customer service, loyalty, and advocacy. Clarity and the execution were achieved through a focus on managing the digital customer experience across the primary organizational roles; brand, marketing, sales, technology, and operations. To align Credit One Bank’s financial products and services with what customers want, I built a user-centric design team.

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UX Design

I led the CX/UX strategic direction, processes, and methodologies to achieve optimized digital banking customer experiences. The functions and methods involved UX architecture to define business and technical requirements that align with the business objectives and KPIs. User research and analysis to determine customer needs, motivations, and behavior. Analysis to confirm and validate critical assumptions to properly guide UX design, customer journeys, and define functional use cases. UX design was validated through iterative usability testing, phased releases, A/B testing, and data analytics to discover and continuously surface optimization opportunities.

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