Tyler Amundsen
West Jordan,UT
Summary
Product Owner and digital experience strategist with 8+ years optimizing customer-facing servicing channels for a major financial services organization. Proven track record leading cross-functional teams, defining product requirements, improving operational efficiency, and delivering compliant, data-driven digital solutions. Experienced in agile delivery, backlog management, competitive analysis, user research, and customer journey optimization. Adept at translating business needs into actionable product roadmaps that improve user experience and drive measurable business outcomes.
Experienced with process optimization, ensuring seamless and efficient operations. Utilizes data-driven decision-making to drive continuous improvement and enhance team performance. Track record of implementing effective strategies and fostering collaborative environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Principal Process Manager
Capital One (Formerly Discover Financial Services)
West Jordan, Utah
12.2021 - Current
- Own and deliver digital initiatives from ideation through implementation, ensuring alignment with business goals, operational needs, and regulatory requirements. These initiatives:
- Drove initiatives that reduced applicant Days to Decision to 50% for applications that utilized chat
- Reduced Time to Assign (queue time) by 113 seconds
- Reduced average agent response time by 8 seconds
- Conduct competitive analysis and consumer research to identify digital opportunities improving customer and agent experiences within acquisition and servicing journeys.
- Partner with UX, Engineering, Legal, Risk, and Operations to define product requirements, prioritize backlogs, and ensure successful end-to-end delivery.
- Formerly Lead Systems Specialist, Credit Operations & Acquisitions
Sr. Systems Support Specialist, Customer Digital Servicing
Capital One (Formerly Discover Financial Services)
West Jordan, Utah
01.2021 - 12.2021
- Collaborated with internal development teams and external vendors to build and implement tools and strategies within our chat platform that resulted in decreased agent response times and improved agent and customer sentiment.
- Led requirements and testing across Legal, Compliance, and Operations to ensure enterprise-grade quality control standards.
- Monitored, analyzed, and reported servicing KPIs to demonstrate feature performance and recommend enhancements.
Systems Support Specialist, Customer Digital Servicing
Capital One (Formerly Discover Financial Services)
01.2019 - 01.2021
- Supported day-to-day operations for chat and messaging channels, ensuring consistent communication pathways across servicing teams.
- Managed external agency partnerships to develop channel strategy aligned with company policies.
- Piloted chat in the Balance Transfer Team which increased the efficiency of balance transfer conversations.
- Introduced improvements for balance transfer conversations into chat workflows, reducing breakage to phone calls by ~34%.
Headquarters Immersion Program – Internship
07.2018 - 01.2019
- Worked with scrum, communications, and field teams on transitioning the enterprise chat platform to a new vendor, improving reliability and agent workflow.
Team Coach
Click2Chat
03.2017 - 07.2018
- Coached and developed 20+ agents to improve customer experience, quality scores, and operational performance.
- Managed daily operations including escalations, attendance, productivity oversight, and risk escalation.
- Designed and delivered training programs, monitored quality, and recommended process improvements based on data and performance trends.
Sr. Account Manager
Click2Chat
11.2016 - 03.2017
- Resolved complex customer inquiries via live chat, including billing, rewards, account maintenance, and fraud-related issues.
- Utilized multiple servicing systems to troubleshoot and document interactions efficiently.
- Maintained high accuracy across simultaneous chats while adhering to compliance requirements.
Account Manager
Service MORE
04.2016 - 11.2016
- Supported inbound calls, chats, and emails for cardmembers related to payments, disputes, rewards, and fraud concerns.
- Performed account maintenance, processed transactions, and escalated cases to supporting teams as needed.
Skills
- Product Ownership & Backlog Management
- Digital Strategy
- Agile Delivery (Scrum)
- User Experience Design
- Coaching & Performance Management
- Competitive & Consumer Research
- KPI & Performance Measurement
- Leadership & Motivation
- Cross-Functional Leadership
- Change Management
- Agile PM Tools
- Service Channel Optimization
- Voice of Customer Analysis
- Operational excellence
Technologies
- JIRA
- FreshChat
- Snowflake/SQL
- Blueworks Live
- MIRO
- Confluence
- Tableau
- Agile PM Tools
Certification
Certificate of Product Management - eCornell, 2024
Certified Scrum Product Owner (CSPO) - Scrum Alliance®, 2024
Atlassian Agile Project Management Professional - 2025
Data Analytics Professional Certificate - Pathstream (In Progress)
Timeline
Principal Process Manager
Capital One (Formerly Discover Financial Services)
12.2021 - Current
Sr. Systems Support Specialist, Customer Digital Servicing
Capital One (Formerly Discover Financial Services)
01.2021 - 12.2021
Systems Support Specialist, Customer Digital Servicing
Capital One (Formerly Discover Financial Services)
01.2019 - 01.2021
Headquarters Immersion Program – Internship
07.2018 - 01.2019
Team Coach
Click2Chat
03.2017 - 07.2018
Sr. Account Manager
Click2Chat
11.2016 - 03.2017
Account Manager
Service MORE
04.2016 - 11.2016