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Digital to Physical Customer Service Strategy:ÌýLed Bank of America enterprise level strategy to deliver next generation capabilities in digital and physical services to drive cost savings while improving customer satisfaction. Through this program, Scott was trusted by the customer servicing execs across all retail products and channels, as he led a joint quantitative and qualitative strategy (hybrid Growth/Share) to create actionable recommendations and establish the roadmap + investments needed. Outputs included a 40% reduction in retail banking email traffic, 4% increase in customer satisfaction for servicing, and impact of $100MM through paper reduction.

De Novo Digital Bank Creation:ÌýTrusted by TIAA-CREF C-level leadership as the first consultant “on the groundâ€� to provide guidance and recommendations for the decision and then execution for entry into Digital-only Consumer Banking. Scott’s 3 yr efforts including recommendations and implementations on the OTS (eventually OCC) banking charter, vendor assessment and execution structure. The work effort included feature/function strategy, along with product deployments that were used for PnL analysis and ALM balance sheet mgt. The work also included Op Model enablement, along with SWOT analysis processes with the enterprise level leadership (used for the Bank Board of Directors) to identify risks, and enable consistent improvement.

Global Core Banking Program:ÌýRequested by HSBC U.S. leadership to support the multi-year rebuild of the business processes and underlying technology to reduce overall operating efficiency in the U.S. market. Owned the overall program business case used to support the 5 year investment which aligned costs to capacity, factoring in existing business priorities. Partnered with program CTO to create recurring tech delivery processes and overall initiative timelines. Scott’s work was completed over a 2 yr horizon at full capacity.

Conversational Commerce / AI Banking Bot:ÌýLed engagement with Bank of America to improve their tech design and ability to delivery AI banking capability for their new Erica channel. Scott leveraged his deep industry experience in digital, combined with ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍøs industry leading data science and data engineering skills in NLP and voice interactions, to identify findings and recommendations on the tech architecture to improve the conversational flow. Improvements included persisting ambiguity, co-referencing, and complex intents.

Digital Banking Security:ÌýDeveloped Digital Banking Security Strategy for Bank of America’s retail customer base (at the time 25MM active users). Led a cross functional team of Security/Fraud experts, AML leads, product mgrs and UX to delivery a 3 year strategy and execution plan that included 3-6 month deployments. The outputs enabled Bank of America to achieve the #1 ranking for digital security (Javelin Research group) and provided saves through fraud reduction.