Worked on leadership team that grew bank from $800 million to $2.4 billion in assets, through Nasdaq IPO and three bank acquisitions.
Worked as a key member of the investor relations team, managing the IR website, events and communications.
Developed customer experience programs that helped to garner some of the highest Net Promoter Scores in the banking industry which is directly correlated to employee engagement.
Participated in various culture-change, product-development, process-improvement, major-project, expansion, and merger leadership teams for company with 500+ employees. Employee Net Promoter Scores® were also among the highest in any industry, according to available benchmark data.
Co-founded AIGA Center for Cross-Cultural Design, helped to make AIGA, the US-centric association for design. more global and led several global initiatives. See AIGA Fellow page for more information.
Serial entrepreneur helping to found seven organizations — both for-profit and nonprofit entities.
Specializing in facilitative, “multiplier” leadership style, creating structure, setting the path and empowering teams to achieve goals with support as needed.
Successfully managing teams and budgets for more than 25 years.
Exhibited two experimental digital brand experiences at the Guggenheim Museum in New York City as part of Ogilvy & Mather’s Verge Conference on innovation in brand experience, 2004.
Created product-development program to constantly evaluate new & existing products, thus institutionalizing innovation process. Improved, eliminated or launched more than 25 products over 5 years. This program was recognized nationally by the American Bankers Association. See The Banking Years page for more information.
Created and managed “Voice of the Customer Program” including customer Net Promoter® loyalty survey, internal and external panels, focus groups, social media listening and other methods to provide customer feedback to the organization.
Created first-of-its-kind, age-friendly banking program to protect seniors from financial abuse that is being adopted by the US Consumer Financial Protection Bureau (CFPB), and banks internationally including Barclay’s of London. This was recognized by the American Bankers Association with an award and has been adapted and rolled out nationally as the Bank Safe program by AARP. See The Banking Years page for more information.
Led a group of Utah CEOs to visit IDEO headquarters in Palo Alto, CA due to personal relationship with associate partner.
Visited Sara Little Turnbull, design innovation pioneer, at Stanford University Process for Change Laboratory to learn about her processes.
Studied human-centered design, ethnographic research, and innovation processes since the early 1990s.
Personally recognized by numerous design & marketing industry awards on the state, national and international levels, including AIGA
Fellow, 2008 & 2011 by AIGA, the professional association for design. See AIGA Fellow page for more details.
Executed on many experiential marketing events and campaigns including both physical and digital/online elements.
Served as strategic branding consultant for startups, universities, banks & global companies for over 25 years.
Facilitated numerous strategic planning and brand-promise workshops, which resulted in improved performance.
Received national and international recognition for design and leadership abilities. Recognition includes articles in many notable publications, invitations to lecture, and awards for strategic and creative work.
Consulted and executed on customer experience programs for brands such as American Express, Time Warner (holding company) & People’s Intermountain Bank.
Acted as PR team leader and media spokesperson. Initiated and guided public relations programs over ten years.
Developed and maintained database marketing systems to address both prospects and existing customers.
Internationally recognized expert in leading global teams, cross-cultural design, global branding, multi-cultural branding within the U.S., brand translation, and localization.
Co-author of book, The Peach and the Coconut, and training materials on the elements of culture to help global teams function more effectively.
Maintained a global network of contacts in design, world trade, and other industries.
Produced marketing campaigns for 200 countries in more than 30 languages over nearly 20 years.
Co-developed “Global Zoom” methodology with American Express clients for managing global brands. See “Global Zoom” in Super Models.
Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.