Jacqui McBride
North East,MD
Summary
Strong Customer Advocate and acknowledged leader with the ability to effectively influence change in highly collaborative and fast paced environments. Possess strong interpersonal, analytical and problem solving skills. Strategic thinker that is driven to deliver quality results within tight deadlines. Enjoy developing and implementing creative solutions to improve customer and employee experiences. Experienced in: Financial Services, Banking Regulations, Compliance, Customer Experience, Risk Mitigation, Business Development, Agile Methodology, Operations, Project Management and Market Research
Overview
25
25
years of professional experience
Work History
VP
BARCLAYS- Customer Experience Strategy
10.2021 - Current
- Spearheaded cross-functional initiatives across departments to achieve business goals; 10% Complaint reduction, 12% reduction of call volume
- Monitored customer feedback across multiple channels to identify areas of improvement in customer experience
- Collaborated with internal teams to implement solutions to address widespread customer issues and deliver enhanced customer experiences
- Developed governance model for servicing communications to enforce consistency and appropriateness of customer communications aligned with customer expectations
- Improved Customer Experience through collaboration with business and marketing departments
- Aligned organizational objectives with company mission to enhance customer experience and integrate business strategies
VP
JPMORGAN CHASE –Chief Data Office Human Resources
06.2019 - 10.2021
- Develop client partnerships and recurring consultative cadence with internal HR Executives and Senior Business clients
- Provide end to end view of HR data and analytics strategy for aligned coverage area incorporating LOB specific needs with firm wide and HR-wide data and analytics strategy and products
- Partner with clients to identify, scope, and prioritize people-related data and analytics inquires for their business area
- Drive engagement across product teams to deliver and deploy new products and services to HR business partners with 98% adoption rate by end users
- Developed firm wide HR Data and Analytics strategy and products which incorporate advanced predictive analytics and machine learning capabilities
- Increased Senior Executive use of reporting and analytics by 65%
- Delivered key managerial insights to Senior Executives monthly to support data based decisions on human capital strategies
- Establish business strategy to address underlying firm wide data management issues (i.e Hierarchy structures, standard metric definitions, etc.)
VP
JPMORGAN CHASE – Merchant Services Strategy
08.2016 - 06.2019
- Established overall process strategy for Small Business Sales and Relationship Management~$275MM emphasizing customer experience and appropriate control structure
- Effectively plan, manage, and execute Small Business Strategy initiatives ~$10MM process improvement budget
- Responsible for system and process controls, regulatory, and Sales Practices requirements for organization
- Performed oversight of Small Business practices; including risk mitigation, data security, and business continuity
- Efficiently coordinate multiple projects which include moderate to complex design, analysis, and evaluation of strategies which support on-going effort to seek creative and logic data based solutions in changing environment
VP
JPMORGAN CHASE – Consumer & Bus. Banking Strategy
06.2014 - 08.2016
- Promote Customer Experience vision and strategy across Community Segment LOBs to drive best in class service
- Conduct qualitative and quantitative research to assess B2B client satisfaction with products, process and technology
- Assess B2B industry NPS benchmark to establish YoY NPS goals for Community Segment LOBs– 20 point increase in
- NPS realized in Global Commercial Card directly tied to identified and implemented initiatives
- Mitigate risk while improving controls relating to reputational challenges in all of customer facing interactions
- Monitor all Customer channels for complaints (Regulatory, Executive Office, Social Media, Surveys, Call Center
- Escalations, etc.) to determine gaps in processes and develop action plans to improve Customer
- Experience
- Conduct deep dive analysis to determine trends of dissatisfaction and true Customer Sentiment while developing action oriented plans to improve overall Customer Experience and drive “Best In Class” service levels
- Prepare executive level presentations and business plans for Executive Leadership to drive change across Business and improve overall NPS and JD Power & Associates Satisfaction Results
- Lead Integration initiatives to align Consumer &Community Segment readiness, communication & survey strategies
VP
JPMORGAN CHASE- Commercial Card Strategy
05.2013 - 06.2014
- Commercial Card Product Strategy & Customer Experience, Responsible for strategy and risk management of Mid Market Commercial Card product development,$20MM portfolio
- Responsible for systems controls, regulatory, and Fair Lending requirements for product
- Responsible for program management of product launch; ensuring business and operational readiness for launch
- Established end to end processes and controls to support new product; aligning resources; cost savings $150K
- Lead cross line of business strategic initiative to enable holistic client experience approach for Business/Commercial
- Card clients with Business/Commercial Banking relationships
- Managed Commercial Card Flex volume growth/profit through innovative servicing and product strategies
- Instituted cross Line of Business Operational forum to support Commercial Card Flex Product
- Identified client experience opportunities resulting from operational gaps and provided mitigation through process reengineering (Example – Fraud Strategy modification for Flex clients)
- Governed Policies/ Regulations relative to Commercial Card Flex product with Legal, Compliance and Control teams
- Defined and implemented Key Risk & Performance metrics across lines of business for Commercial Card Flex program
VP
JPMORGAN CHASE, Customer Communications
05.2012 - 05.2013
- Leveraged qualitative research to assess consumer appetite for stylistic changes in communication approach
- Initiated communication governance forum to define strategic approach for customer communications
- Developed & implemented controlled end to end process for cross functional customer communications ensuing integrated readiness for business and operations teams
- Established Risk & Control Self Assessment & related Action Plans for Customer Communications
- Created Communication Policy as strategic initiative to support process integration
- Partnered with Legal, Compliance & function Operational Leadership teams to implement reporting and controls
- Lead key process & communication efficiency initiatives forecasting 2013 savings $4.9MM
Business Process Manager
JPMORGAN CHASE, Marketing Content Graphic Services
01.2007 - 01.2012
- Managed effective team of Business Analysts in projects from system and process development to regulatory priorities
- Developed strategy for content management methodology
- Optimized end to end control process for marketing and rewards language and disclosures
- Managed regulatory projects to ensure compliance with Customer education and disclosure requirements as part of Card Act Legislation
- Identified & implemented new software to support Translation Services; improved SLA by 5 business days
- Managed Performance and Service Levels for department to 99.95% against goals MoM
Campaign Manager Sr
JPMORGAN CHASE – Marketing Strategy & Operations
01.2005 - 01.2007
- Managed team of 15 project managers responsible for critical business initiative projects supporting revenue growth in card portfolios and process development to improve Customer Experience
- Improved end to end process and design for Statements based on customer feedback, reduced customer complaints by 25% within 2 months of implementation
- Reduced Marketing Campaign cycle time by 2 weeks, implemented efficiencies for reusable content
- Streamlined & improved PMP by initiating Capacity & Forecast model for all proposed projects
- Managed cross functional, complex business initiatives through project lifecycle in accordance with timeline, budget, business objective and client expectation
- Developed Client Satisfaction Survey and Client Scorecard for quality control and performance management
Sr Associate/Analyst
JPMORGAN CHASE, Business Engineering PMO
01.2001 - 01.2005
- Directed cross functional team to translate high level business objectives into actionable statements of business need
- Responsible for documenting requirements and identifying efficiencies through gap analysis and process evaluation
- Developed architectural business solutions to support Servicing Platform Migration for Card Operations $3.5MM budget
- Developed & implemented business wide system to Track, Analyze & Report customer impacting issues, provided reporting to CFBP & Regulatory agencies
- Implemented Root Cause analysis team ($2.4MM savings resulting from Third Party Engine recovery initiative)
- Instituted Performance Metrics for Operations using six sigma approach
- Established and facilitated monthly Service Excellence forum for Executive Leadership
Resolution Unit Manager
FIRST USA -CHASE, Customer Service
01.1998 - 01.2001
- Managed team of 20 highly skilled Specialist responsible for researching and remediating escalated issues for customer
- Recorded over $7MM in savings for Bank within 6 months
- Instituted formal escalation tracking and reporting for Call Centers
- Initiated Call Center Call monitoring performance standards
Education
Criminal Justice
Skills
- Excellent Communications Skills, Strategic Thinker, Executive Level Presentations, Business Development, Operations Management, Process Improvement, Program Management, Customer Experience Management, Data Analytics, Organization Optimization, Risk Assessment and Mitigation, Performance Metrics Analysis, Marketing, Relationship Building, Change Agent, Word, Power Point, Excel, Visio, Tableau, Pitch Pro
Timeline
VP - BARCLAYS- Customer Experience Strategy
10.2021 - Current
VP - JPMORGAN CHASE –Chief Data Office Human Resources
06.2019 - 10.2021
VP - JPMORGAN CHASE – Merchant Services Strategy
08.2016 - 06.2019
VP - JPMORGAN CHASE – Consumer & Bus. Banking Strategy
06.2014 - 08.2016
VP - JPMORGAN CHASE- Commercial Card Strategy
05.2013 - 06.2014
VP - JPMORGAN CHASE, Customer Communications
05.2012 - 05.2013
Business Process Manager - JPMORGAN CHASE, Marketing Content Graphic Services
01.2007 - 01.2012
Campaign Manager Sr - JPMORGAN CHASE – Marketing Strategy & Operations
01.2005 - 01.2007
Sr Associate/Analyst - JPMORGAN CHASE, Business Engineering PMO
01.2001 - 01.2005
Resolution Unit Manager - FIRST USA -CHASE, Customer Service
01.1998 - 01.2001
University of Delaware - , Criminal Justice
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