Robert Miles Long
Stamford
Summary
Dynamic Service Design Manager with a proven track record at PepsiCo, excelling in user experience design and design strategy. Spearheaded innovative digital solutions, enhancing customer engagement through human-centered design and rapid prototyping. Adept at leading cross-functional teams, driving impactful results, and fostering collaboration to achieve business objectives.
Overview
28
28
years of professional experience
Work History
Service Design Manager
PepsiCo
01.2024 - Current
- As a Service design manager and hands on design lead, I design digital products and services, from initial research down to product implementation working with a multidisciplinary team.
- Manage a small team that handles the user experience design of direct-to-consumer loyalty websites and mobile apps.
- Responsible leading the creation of low and hi fidelity designs, Ul prototypes, project plans, discussion guides for research, insights reports and presentations and other deliverables relevant to the client challenge.
VP, Product Design Manager
JPMorgan Chase & Co
New York
01.2023 - 01.2024
- As a Product Design Manager of Chase's International Community Bank team, a new and innovative line of business, I was a design lead on a team tasked with expanding Chase's business ventures beyond our borders.
- Diagram the overarching product experience, with detailed UI design of key interactions, including potential updates to our Design System.
- New York, NY
Senior Design Strategist
CAPITAL ONE
New York
01.2022 - 01.2023
- Responsible for defining ideal banking experiences strategically across in person and digital touch points while advocating for customers through human-centered design methodologies, such as design research, service blueprinting, collaborative work session design and facilitation, and rapid prototyping.
- Worked w/cross-functional leadership to design UX strategies that would allow Capital One business customers to access our services via open APIs.
- Was design lead on the strategic platforms team whose projects spanned from internal data standardization tools to target state prototypes.
- New York, NY
Senior Lead UX Design
AT&T
Dallas
01.2021 - 01.2022
- Defined and articulated visions for seamless, omni-channel, north star experiences informed by customer research while leading design on a cross-functional team of UX and service designers, content strategists, and researchers.
- 25+ years experience in designing web/native applications and innovative product solutions. Blending design, technical expertise with a strong business acumen and passion for creating a frictionless user experience through experimentation, rapid prototyping and a commitment to data-driven design.
- I consistently pioneer new processes, tools and technologies, advocating internally and gaining enthusiastic buy-in from stakeholders, team members and executives.
- Proactively conceive, and champions new product ideas and guides them to a successful launch.
- Dallas, TX/Remote
AVP, Native App Lead
SYNCHRONY
Stamford
01.2019 - 01.2021
- Provided leadership for a major app-consolidation project combining the flagship mobile app, Home and Car Care Apps one month ahead of schedule by implementing a newly created and distributed native design system.
- Steered and aligned user experience efforts across products and projects.
- Optimized the efficiency of the native app design team by introducing a native design pattern system 'Pillars' along with a distribution and collaboration software solution.
- Consolidated app attained a 4.7 Star Google Play rating, increased Car Care Users in MySync by +38%, and increased Home Network Users in MySync by +54% within several months of launch.
- Stamford, CT
AVP, User Experience Interaction Design
SYNCHRONY
Stamford
01.2018 - 01.2019
- Spearheaded design of a ground-breaking new Buy Now Pay Later (BNPL) offering for Synchrony (Setpay), delivering an MVP within a few months by employing an iterative design process, journeymaps, rapid prototyping, and lean user testing.
- Introduced new features like an interactive payment estimator to the BNPL product, creating interactive prototypes and lean user testing.
- Led design for the content marketing hub platform for Synchrony's Consumer Bank. Created a lite design system for the platform to expedite future work.
- Stamford, CT
Creative Director
GARTNER
Stamford
01.2010 - 01.2018
- Helped drive revenue growth from $700M to $3.3B for the world's leading research and advisory company by leading design of Gartner's digital products.
- Ensured the development of innovative solutions through collaborative design sprints and working collaboratively with development and product teams utilizing Agile/SCRUM.
- Created early-to-market global design system to align foundations of brand's design language, streamline UX processes, and create a scalable UI language.
- Stamford, CT
Senior Interactive Designer
GARTNER
Stamford
01.2005 - 01.2010
- Accountable for the look and feel of prospect-facing websites, native apps and client fulfillment sites tailored to specific audiences.
- Accelerated development by devising design and coding standards, creating a pattern library that was shared across design, development and product teams.
- Created scalable information architecture and web interface for bi-annual flagship event, winning the '2008 Web Award for Outstanding Achievement - Events Standard of Excellence' from the Web Marketing Association.
- Stamford, CT
Senior Interactive Designer
PITNEY BOWES
Stamford
01.2003 - 01.2005
- Stamford, CT
Multimedia Designer
HYPERION SOLUTIONS
Stamford
01.2000 - 01.2003
- Stamford, CT
Designer/Animator
(i3), INFORMATION & IMAGINATION INC.
Westport
01.1998 - 01.1999
- Westport, CT
Education
Graduate Certificate - Corporate Innovation and Entrepreneurship
Penn State University
BA - Graphic Design
Central Connecticut State University
Skills
- Design strategy
- User experience design
- Service blueprinting
- Prototype development
- Human-centered design
- Product management
Websites
Testimonials
- Brooke Neace, Senior Manager of Product Design, Kroger Technology & Digital, It was a pleasure working with Robb on several projects at AT&T. His passion for data-driven solutions helped shape the direction of our work and his creativity with storytelling made the work memorable and impactful.
- Yeseul Monica Cho-Suh, User Experience Researcher, Meta, What sets Robert apart is his leadership style, characterized by humility, attentiveness, and a genuine commitment to the success of his team members.
- Michael Higgins, User Experience Director, KPMG, Robert has the rare combination of a keen eye for design and extensive technical knowledge. His love for the user experience and attention to detail makes him a valuable asset to any project.
Social - Linkedin
linkedin.com/in/robblong
Timeline
Service Design Manager
PepsiCo
01.2024 - Current
VP, Product Design Manager
JPMorgan Chase & Co
01.2023 - 01.2024
Senior Design Strategist
CAPITAL ONE
01.2022 - 01.2023
Senior Lead UX Design
AT&T
01.2021 - 01.2022
AVP, Native App Lead
SYNCHRONY
01.2019 - 01.2021
AVP, User Experience Interaction Design
SYNCHRONY
01.2018 - 01.2019
Creative Director
GARTNER
01.2010 - 01.2018
Senior Interactive Designer
GARTNER
01.2005 - 01.2010
Senior Interactive Designer
PITNEY BOWES
01.2003 - 01.2005
Multimedia Designer
HYPERION SOLUTIONS
01.2000 - 01.2003
Designer/Animator
(i3), INFORMATION & IMAGINATION INC.
01.1998 - 01.1999
Graduate Certificate - Corporate Innovation and Entrepreneurship
Penn State University
BA - Graphic Design
Central Connecticut State University