Customer Experience Chief Operating

Ronald J. Rintala

Email: **********@*****.*** • Mobile: +1-267-***-**** • LinkedIn: www.linkedin.com/in/ronrintala

Executive Summary

Visionary leader with a unique blend of engineering precision, data-driven insight, and technology expertise, delivering transformative customer-centric experiences and operational excellence. Proven success in maximizing value, growing revenue, and improving profitability across financial services, insurance, and data services industries. Adept at leveraging cutting-edge AI and data analytics to drive innovation and business transformation while fostering customer loyalty and engagement.

Core Competencies

Customer Experience Strategy & Transformation

AI and Data Analytics-Driven Innovation

Operational Excellence & Process Optimization

End-to-End Digital Transformation

Revenue Growth and Profitability Maximization

Cross-Functional Team Leadership

KPI & OKR Implementation

Enterprise Architecture & Technology Integration

Professional Experience

Liberty Source PBC/DataInFormation

CEO & President

2022 – 2024

Spearheaded organizational transformation, rebranding services to focus on AI and data solutions, driving significant revenue growth and culminating in a successful sale of the company.

Developed and implemented customer-centric strategies that enhanced user engagement and satisfaction, aligning product offerings with market needs.

Optimized operations and technology processes, improving efficiency and scalability while delivering superior customer experiences.

Trajector

Chief Operating Officer

2021 – 2022

Enhanced customer experience by leveraging data science for precise targeting, increasing invoice size by 120% through tailored customer strategies.

Prepared the organization for a potential IPO by streamlining operations, improving process effectiveness, and implementing robust data analytics frameworks.

CreditShop

Chief Operating Officer

2018 – 2019

Transformed customer journeys by implementing experience mapping and optimizing customer-facing systems, reducing pain points and enhancing engagement.

Drove innovation with mobile-friendly payment solutions, including a customer-centric "Pay-by-Text" platform, leading to improved satisfaction and retention.

Zurich Insurance Company

Global Head of Enterprise Operations & Shared Services

2015 – 2017

Directed a $1B enterprise-wide program to optimize customer experiences, reduce costs, and enhance employee engagement.

Leveraged automation and digital workflows to improve process efficiency and service delivery, achieving significant customer satisfaction gains.

SunTrust Bank

Executive Vice President, Head of Operations

2014 – 2015

Designed and executed an enterprise-wide customer experience strategy, cutting processing timelines by over 50% through Lean methodologies.

Improved cross-functional collaboration and streamlined operations to deliver superior banking experiences.

AIG

Enterprise Chief Operations Officer

2012 – 2014

Led a $1B global transformation initiative, integrating customer experience improvements with operational efficiency.

Standardized metrics and workflows, enhancing transparency and accountability while delivering measurable customer value.

ACE Group (Now Chubb)

Global Operations Officer

2005 – 2012

Revolutionized global operations, slashing underwriting timelines from six months to 30 days by leveraging accurate and reliable data.

Authored a transformation playbook used in major acquisitions, driving rapid and seamless integration with a customer-first focus.

JP Morgan Chase

Senior Vice President, Customer Marketing & Retention

2001 – 2005

Grew the direct-to-consumer sales channel from $1.2B to $15B+ by deploying data-driven marketing and predictive modeling techniques.

Enhanced the digital mortgage experience, boosting customer acquisition and retention through innovative web tools.

Education

United States Military Academy at West Point

B.S. in Engineering

University of Denver, Sturm College of Law

Juris Doctorate

Notable Achievements

Designed and implemented customer-focused digital platforms, driving innovation and adoption in competitive markets.

Enhanced enterprise value by aligning operational improvements with customer experience priorities across multiple industries.

Delivered consistent revenue growth through data-driven insights and transformative leadership.

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