Lindsey Crumpler

• Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs
• Cultivated strong relationships with key stakeholders, including internal U.S. Wealth Management business leaders, broader Community and Consumer Bank teams, and external vendors promote collaboration and long-term success
• Formed program workstream to track, manage and deliver insights and steer strategic vision across U.S Wealth Management
• Planned and managed Case Management rollout, automating dissatisfied client contact assignments so that Team Leads are notified in real time, saving 5 days
• Engineered client listening strategy end-to-end, including a new survey incentive program, so that pilot client feedback could inform go/no-go decision for General Audience launch

• Thrived in fast-paced, highly-adept Global HR product team to develop and prioritize product features and build product roadmap
• Partnered with technical leads to implement enhancements for Position Management and Employee Data within Oracle Human Capital Management (HCM) product, used by 250,000+ employees globally
• Coordinated internal and external (Oracle) digital content releases involving testing and weekend production validation planning
• Created presentations to describe new features and user impact for biweekly cabinet meetings
• Wrote user stories in JIRA using Gherkin format, as part of a global AGILE team

Program Overview: Two-year, post-MBA leadership development program with three eight-month rotations supporting business priorities in different lines of business and functions within the Consumer & Community Bank

Rotation 3: J.P. Morgan Wealth Management, Client and Employee Experience

• Orchestrated Client and Employee Experience program for new product rollout in 2022
• Designed insights reporting loop to spotlight client experience and inform product phasing strategy

Rotation 2: CCB Operations, Integrated Monitoring Control Center and ATM Monitoring Group

• Built workforce optimization model for proactive capacity planning of 750k+ work units across IMCC and AMG globally each year

Rotation 1: Consumer Bank, Market Expansion Division, Field Strategy and Support

• Led On-Demand Interpretation Service Pilot for Chase's first branch designed for Deaf and Hard of Hearing Community, improving customer experience by reducing wait time for ASL interpreter service from 3+ days to 10 minutes
• Collaborated with external and internal stakeholders to strategize and implement video phone solution, enabling branch employees who communicate in ASL to place and receive phone calls
• Owned weekly staffing reports critical for program execution, interpreting data from real estate, HR, training and licensing to ensure adequate staff in place for on time branch opening

• Coordinated cross line of business marketing strategies to ensure 'one Chase' messaging for new market entry into Washington D.C, used as a framework for future market expansion cities
• Researched competitors in 3 market expansion cities; presented 'community branch' concept to executive team

• Expedited insurance application processing timeframe by 85%, improving efficiency and customer service by implementing electronic application submission as a standard procedure
• Oversaw process to transition external 529 plans to Ameriprise, anticipating obstacles to ensure client contributions were uninterrupted and without loss of revenue

• Awarded 'National Call of the Quarter' for leading exemplary consultative member interaction during first month in role

• Selected as one of 40 employees firm-wide for inaugural Voice of the Customer Ambassador program
• Provided experience design feedback for firm's 'paperless' initiative, transitioning transactions such as 401k distribution, pension initiation, and beneficiary updates from paper-only to digital
• Created online guide outlining approved call-handling procedures for customer-interfacing staff, ensuring consistent experience for executive clients and reducing instances of misinformation
• Awarded Chairman's shares, a benefit reserved for employees given top annual merit reviews
• Earned FINRA Series 7 and 63 licenses