JPMorgan Chase
Executive Director, User Centered Design
Led User Centered Design for Trust & Security (Authentication): the sign-in, identity verification and authentication experiences behind JPMorgan Chase’s consumer digital products.
- Product vision & execution
- Defined and executed the experience vision that modernized the primary customer login, taking passkeys from concept through production rollout at consumer scale, with a sign-in experience that measurably outperforms passwords.
- Strategic industry influence
- Represented JPMorgan Chase in the FIDO Alliance UX Working Group. Took Chase’s requirements to the major platform vendors, Microsoft, Apple and Google, making the case that authentication prompts should use fixed, context-driven text and iconography rather than generic copy. The platforms adopted it, shipped through a WebAuthn ticket rather than a years-long operating-system cycle: an industry-wide shift in how authentication prompts speak to the customer.
- Balancing security & UX
- Redesigned real-time fraud protection in money transfer experiences, sharply reducing friction for legitimate customers while strengthening protection against scams.
- Scale & business impact
- Led the expansion of secure digital demographic updates (e.g. phone changes) from call-center channels to self-service digital, giving customers a safer way to make sensitive account changes.
- AI-native delivery
- Guided adoption of the BMAD Method with GitHub Copilot (multi-LLM) across design, product, engineering and data analytics — structuring requirements definition and multi-role participation so AI-assisted projects begin with the context needed for production-quality outcomes, materially compressing the path from requirements to cross-functional alignment.
- AI workflow transformation
- Defined team-level AI practices that changed how the work gets done: designers exploring solution options through AI-generated early prototypes and wireframes, researchers accelerating consolidation and synthesis of findings. An evolving practice, and one that has increased the team’s efficiency across the design and research cycle.
- Agentic strategy
- Authored an executive point of view on agent identity and delegated authorization — how AI agents safely act on customers’ behalf — aligned with emerging FIDO, NIST, and payment-network direction.
- Customer control & transparency
- Defined the vision of the Security and Privacy Center, the surface where customers manage their third-party app access, giving customers visibility and control over who can reach their accounts.
- Operational excellence & design operations
- Established the User Centered Design process and validation framework, structured cross-functional design leadership forums, and centralized design operations dashboards that give leaders visibility into design work across the portfolio — enabling high-precision effort estimation, data-led resource allocation, and full transparency across design, product, and engineering.
- Executive alignment & storytelling
- Articulated complex product and experience visions through compelling visual storytelling, facilitating executive-level collaborative workshops to align cross-functional stakeholders on strategic design roadmaps.
- Global team development
- Led and mentored a 15-person design and research team, including leading international hiring initiatives and orchestrating multi-cohort ‘AI Design Strategies’ training to upskill the workforce in GenAI and agentic tooling. Championed inclusive design and accessibility (WCAG) across the portfolio.
