What I've been up to recently:
Spearheading
Top Customer Journeys
Customer journey management
Reducing time to value by ~20% across complex end-to-end Chase experiences by introducing, applying, and advocating for customer journey management as a discipline.
Reducing customer impacts by 17%
Design lead for firmwide stability program
Acting as design lead on firmwide stability program, achieving 16% reduction in P1 incidents and 17% reduction in customer experience impacts in 2024.
Sharpening Discovery methods across the Chase
Demonstrating the value of design
Cross-functional collaboration to formalize Discovery across the Firm & shorten the gap between insights and outcomes.
👋🏽 I'm Dylan
👋🏽 I'm Dylan
👋🏽 I'm Dylan
I'm a Design Strategist shaping ambiguity into clarity for cross-functional teams @CapitalOne
I'm a Design Strategist shaping ambiguity into clarity for cross-functional teams @CapitalOne
I'm a Design Strategist shaping ambiguity into clarity for cross-functional teams @CapitalOne
Previously JPMorganChase & independent product & design studios.
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What I've been up to recently:
Spearheading
Top Customer Journeys
Customer journey management
Reducing time to value by ~20% across complex end-to-end Chase experiences by introducing, applying, and advocating for customer journey management as a discipline.
Reducing customer
outages by 17%
Design lead for firmwide stability program
Acting as design lead on firmwide stability program, achieving 16% reduction in P1 incidents and 17% reduction in customer experience impacts in 2024.
Sharpening Discovery
methods across Chase
Demonstrating the value of design
Cross-functional collaboration to formalize Discovery across the Firm & shorten the gap between insights and outcomes.
What I've been up to recently:
Spearheading
Top Customer Journeys
Customer journey management
Reducing time to value by ~20% across complex end-to-end Chase experiences by introducing, applying, and advocating for customer journey management as a discipline.
Reducing customer impacts by 17%
Design lead for firmwide stability program
Acting as design lead on firmwide stability program, achieving 16% reduction in P1 incidents and 17% reduction in customer experience impacts in 2024.
Sharpening Discovery methods across the Chase
Demonstrating the value of design
Cross-functional collaboration to formalize Discovery across the Firm & shorten the gap between insights and outcomes.
You create a positive, can-do environment and
unlock the potential of partners through excellent communication
and your winning personality—it’s a joy to watch.
Executive Director
Consumer & Community Banking
You create a positive, can-do environment and unlock the potential of partners through excellent communication
and your winning personality—it’s a joy to watch.
Executive Director
Consumer & Community Banking
