Design Team Lead, Experience and Service Design

From blank page to multi-million dollars portfolio, I lead and strategically plan design projects for the Wealth Management portfolio. Identifying opportunity areas and experiences impacting over 20,000 Financial Advisors and clients experience across the United States and Canada.

Previous roles: Research Lead, Sr. Design Thinking Researcher

Project Highlight:

Relationship & Service Options

Challenge

Designing the future experience for both Financial Advisors and Clients for the new Financial Planning services. From the moment of discovery conversation to contract signing, the team is designing every material and process.

The real question: how do we help the financial advisors sell the new service without killing our bread and butter?

Process

Enabling the team to lean in on their expertise and partner with business areas. There is no hat I won’t wear: from scoping, to research, to project planning, to facilitating workshops and co-creating prototypes. I jumped in when the tasks called for deep expertise in research and market test.

Impact

Through research and testing, we pivoted the business from thinking about “selling” to “helping clients choose the best fit service for their situation.” Changing ways of working and relationships for 20,000+ financial advisors, 9 million clients, and 1 Trillion in projected assets gain.

Other projects and portfolio

• Workplace Digital Platform - one-stop shop for all things Workplace retirement planning for business owners and branches.

• Asset Movement - defining future state (3-5 years) for how assets move at Edward Jones with competitive edge

• JumpStart - Financial Advisor training program for career changers

• Practice Management for the new Financial Planning service

• Redesigning “Discovery Moment” for Financial Advisor to enable deep understanding and develop relationship with clients