E X P E R I E N C E ( C O N T I N U E D )

Over ** years of experience in the brand and marketing space with deep experience in Digital Strategy, UX, Marketing Technology, Automation, Mobility, Sociability and Digital Analytics. Proven transformation leader with an eye towards innovation and results-driven success.

I own and am dedicated to evolving the customer experience from ideation to rollout. By identifying customer pain-points, I drive an “outside-in” mentality, and recommend solutions that support long-term success. C O N T A C T

A B O U T M E

J. P. MORGAN CHASE COMMERCIAL BANK October 2017 – Present Plano, TX VP, CLIENT JOURNEY, MERCHANT SERVICES

-Partnered with a team of business leaders from across JPM Merchant Services to rethink and execute on a prioritized client journey with the intent of redefining the client experience [Accepting Payments Journey]

– Worked with business leaders to define scope of initiative and identify cross-impacted domains/teams

– Leveraged the JPM Client Journey methodology and practices and captured, refined and shared best practices throughout the design phase

– Collaborated with domain leaders to craft a "blue-sky" target client experience; helped to quantify the customer experience, revenue and cost impact

– Skilled in customer journey mapping techniques such as mental model diagram, spatial maps vs. ecosystem models, and more; understands the differences among journey maps, experience maps and service blueprints

– Worked with the different stages of customer journey maturity from starting with mapping, pilot testing journey improvements, to rolling out journeys more broadly to scale and increase the number of channels incorporated into each experience within the journey.

– Knows how to be realistic when it comes to customer journeys.

• This role lives within a practice area dedicated to helping clients process payments with new JPM proprietary technology. (proprietary and third-party platforms)

• Delivering personalized experiences and therefore knowing how to be realistic is key—selling our merchants on the ideal version of the customer journey but knowing how to break it down into executional pieces of what can be accomplished today, tomorrow and in the target state vision VP, CRE DIGITAL TRANSFORMATION

-Identified transformative initiatives, implemented and led complex and innovative large-scale client on- boarding solutions focused on the CTL and CRE end to end client experience

-Provided subject matter expertise for transformative implementations, products & services, and training requirements directly to external clients and internal stakeholders

- Led collaborate dialogue with clients, business stakeholders, sales team and subject matter experts to develop an implementations project plan tailored to the complex and dynamic needs of multi-entity, multi- jurisdiction clients

-Leveraged technology and promoted digital adoption to exceed CTL client expectations CONSULTANT: SVP, DIGITAL INNOVATION & ACQUISITION

CITIBANK February 2017 – October 2017 Irving, TX

- Created an innovative Acquisitions funnel strategy to introduce new to bank and existing customers to Citi products and services to implement Welcome and Onboard strategies

-Managed and implemented subscriber marketing communications across all channels throughout the customer lifecycle to drive print, digital and data center subscription growth

-Led brand’s relationship with corporate support departments, including corporate CRM operations, fulfillment, distribution, customer service

-Established and reinforced corporate brand strategies and tactics (including brand guidelines and multimedia channels such as website, print materials, and video)

-Wrote and developed campaign strategies to drive customer awareness, customer acquisition and improve satisfaction; Led the execution of stakeholder management and communication strategies GLOBAL MOBILITY SOLUTIONS PROGRAM DIRECTOR

SCHLUMBERGER TECHNOLOGY March, 2016 – January, 2017 Houston, TX

- Owned and supported transformative product initiatives and customer experience from ideation to launch;

-Led cross-functional team to increase productivity and drive predictive modeling, resulting in a $1MM reduction in fuel costs first 90 days

-Led and facilitated collaboration with global technology, UX/UI, development, analytics, compliance, safety and operations to determine feasibility and then drive delivery of the product solution

-Drove increased adoption of the software through a best practices and on-going training strategy to ensure end users understood benefits; Led marketing and campaign strategies E X P E R I E N C E

BACHELORS DEGREE, INFORMATION

SYSTEMS

DeVRY Institute of Technology

1989

MCTS CERTIFICATION, 2009

PMP CERTIFICATION, 2010

CERTIFIED USABILITY ANALYST (CUA),

2009

Digital Marketing

Strategy

Data & Analytics

Change Management

Leadership

E D U C A T I O N

E X P E R T I S E

L I S A R U S S E L L

STRATEGIC LEADERSHIP TRANFORMATIVE INNOVATION DIGITAL EXPERTISE 214 – 514 – 1018

adbfpv@r.postjobfree.com

www.linkedin.com/in/lisarussell01

E X P E R I E N C E ( C O N T I N U E D )

DIGITAL STRATEGIST MARKETING AUTOMATION & INNOVATION SOGETI (CAPGEMINI) August 2015 – March, 2016 Houston, TX

-Provided point of view on Solution Platform and vendor market place (CMS, CRM, Analytics, Marketing Technologies)

-Led and contributed to the estimation effort for relevant proposals and/or projects

-Supported vendor relationship for Solution Platform sales and delivery

-Created and drove short and long term strategic planning for the Loyalty solutions

- Led development and execution to increase transactions and consumer lifetime value using Rewards loyalty program; Identified and executed national digital promotional offer strategies.

-Analyzed and forecasted impact of strategies on transactions, ticket, profit and customer loyalty.

-Strong Web Content Management experience with Adobe AEM/CQ5, implementing 3+ full cycle AEM projects

-Managed a cohesive digital marketing message across multiple channels for global rollouts

-Maintained and evolved global brand standards

-Managed a team of 80 marketing specialists and led cross-functional teams

- Reviewed site architecture, to evaluate thin content, and content quality issues

- Counseled clients on the right way to pursue SEO/digital marketing by helping them understand what is required to meet their goals

CLIENTS: Grant Thornton, Chick-fil-A, Samsung, Luxottica, Verizon DIRECTOR DIGITAL STRATEGY AND ANALYTICS

CONTINUUM INTERACTIVE February 2012 – December, 2015 Houston, TX

-Provided strategic thought leadership relating to principles of usability and user-centric design; Led client discussions and working sessions relating to UX/IA development

-Adapted short and long-term marketing strategies, design of consumer engagements, and launch of engagement programs to evolve the digital strategy practice

- Reviewed site architecture, to evaluate thin content, and content quality issues

- Counseled clients on the right way to pursue SEO/digital marketing by helping them understand what is required to meet their goals

-Leveraged findings and recommendations from Analytics, User Experience, and Development teams.

-Developed functional requirements documentation in the form of user stories, process flows, and user acceptance criteria.

-Defined a roadmap to subsequent phases to build upon earlier successes.

-Increased Adoption of the CRM and related applications

– Drove increased adoption of the CRM through a best practices and on-going training strategy

-Supported development of new CRM capabilities and installed, configured, and commissioned new application

-Enabled client-specific CHANGE MANAGEMENT strategies: 1)Developed communication messages/materials and training plans and materials (instructor led, web based and self-study content), 2)Conducted train-the- trainer sessions and ongoing classroom based training activities, 3)Provided people-oriented post- implementation end-user support strategies

VICE PRESIDENT, ACCOUNT STRATEGY & DIGITAL ANALYTICS USDM.NET July, 2009 – January, 2012 Dallas, Austin, TX

-Developed, led and managed eCommerce and CRM strategy

-Defined eCommerce standard and customized solutions balancing stakeholder needs, usability, performance, platform capabilities, and budget.

Developed enthusiasm for the vision among stakeholders and defined a roadmap to subsequent phases to build upon earlier successes.

-Maximize website traffic via Email and Search Marketing,

-Plan and implement all Mobile, Affiliate, Emerging, and Social Media campaigns.

-Partnered directly with company leadership with primary focus on building client relationships and growth strategy, while negotiating client budgets and additional opportunities

-Responsible for planning and delivering support programs for the Strategic Account team, and offering guidance on customer penetration strategies and approaches with their Strategic accounts.

-Developed the digital marketing strategy and tactical delivery of all digital marketing efforts to drive new customers through a variety of channels

-Developed, Implemented and monitored SEO and SEM strategies to drive ROI, using relevant link-building, optimized copy

-Created written materials, including sell sheets, style guides, website copy, email content, video copy and social posts

-Drove email nurturing and advertising campaign construction, execution and management

-Utilized best practices and knowledge of consumer behavior

-Knowledge of procurement systems and supply chain management processes

-Created and managed process for RFx’s (RFI, RFP, RFQ)

-Assisted with development of business cases, and proposal evaluations.

-Responsible for management and maintenance of the IT contract management system, which required the ability to review, understand, and synthesize common contract provisions.

-Managed software license agreements and assets in addition to asset management tool and processes for audit compliance.

SENIOR PRODUCT MANAGER

JAVELIN DIRECT MARKETING December, 2006 – June, 2009 Dallas, TX SENIOR INTERACTIVE PROJECT MANAGER

IMC2 (ME+YOU) August, 2005 – December, 2006 Dallas, TX DIRECTOR, E-COMMERCE & WEB DEVELOPMENT

FEDEX BUSINESS STATIONERY August, 2004 – August, 2005 Dallas, TX PRINT OPERATIONS PROGRAM MANAGER

Omni-channel Marketing

Integrated Strategy

User Experience Design

Voice of the Customer

Organic Optimization

ECommerce

eCRM

Mobile App Development

Business Intelligence

Multivariate & A/B Testing

Predictive Modeling

ROI and Web Analytics

MS Office

MS Project

Adobe Suite (Illustrator, Photo Shop, DW)

Premier 5.0

Axure, Omnigraffe, Balsamiq

CheetahMail, ExactTarget, SilverPop

ATG eCommerce Platforms

Adobe Experience Manager

SiteCore

Hybris

Magento

SharePoint

WordPress

Kentico

Ektron

Microsoft Dynamics

Salesforce

Eloqua

Marketo

Pardot

Hubspot

SEMRush

Xamarin (iOS and Android)

MobileIron

Airwatch

Maas360

comScore

Hitwise

Google Analytics

Adobe Analytics (Omniture)

HTML5, CSS3, PHP

Cloud: AWS, Google, Azure

S K I L L S

T E C H N I C A L

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