Experience

SYFRR

• United States
• Financial Services
• 1 - 100 Employee

• Co-Founder / Chief Experience Officer

  • Aug 2020 - Present

  Springfield, Missouri, United States I am one of the original five co-founders of SYFRR, the only true End-to-end lending automation platform for Credit Unions. My work on the start-up consists of: * UI and UX design * Behavioral strategy * Product management * Software architecture * AI algorithm design and implementation * Database design and implementation * CX work including customer research and co-creation, experience design and feedback. * Building vendor relationships. * Generally… Show more I am one of the original five co-founders of SYFRR, the only true End-to-end lending automation platform for Credit Unions. My work on the start-up consists of: * UI and UX design * Behavioral strategy * Product management * Software architecture * AI algorithm design and implementation * Database design and implementation * CX work including customer research and co-creation, experience design and feedback. * Building vendor relationships. * Generally banging my head against the wall known as Visual Studio. Show less



JMARK

• Accounting

• Director of Experience Innovation

  • Feb 2018 - Present

  Springfield, MO * Develop systems & applications that facilitate better experiences for Employees and Customers. * Create an Artificial Intelligence strategy to support business needs and CX endeavors. * Institute a Behavioral Economics "Nudge" unit to help address cultural and compliance issues across the business. * Drive development of end-to-end roadmap for Customer Experience aligned to the overall business strategy across all functional areas. * Identify areas of opportunity to improve… Show more * Develop systems & applications that facilitate better experiences for Employees and Customers. * Create an Artificial Intelligence strategy to support business needs and CX endeavors. * Institute a Behavioral Economics "Nudge" unit to help address cultural and compliance issues across the business. * Drive development of end-to-end roadmap for Customer Experience aligned to the overall business strategy across all functional areas. * Identify areas of opportunity to improve efficiency through innovation. * Lead process improvement initiatives across the business aimed at creating predictable, delightful and consistent customer experiences. * Build CX ambassadors across the organization to drive end-to-end CX best practices, culture and education. * Drive the development of a master 360- degree view of the customer, from initial awareness throughout the entire customer journey and "moments that matter". Show less



CCXP Exam Simulator

• Founder

  • Jan 2018 - Present

  Missouri, United States Created a SaaS learning platform to assist CCXP candidates in preparation for their exam. The tool was designed and built between Sep 2017 and Dec 2017. It launched January 2018 and has been widely adopted as one of the premiere tools for preparing for the CCXP exam.



Springfield Missouri Public Schools

• Education Administration Programs
• 700 & Above Employee

• User Experience Manager

  • Feb 2016 - Feb 2018

  Springfield, MO * Responsible for all vendor relationships and customer experience. * Worked with numerous stakeholder groups from across the organization to understand needs/requirements, then translate these to solutions. * Managed the build and deployment of the first Voice of Customer program for the district. * Managed up to 50 projects at any given time, including large RFPs. * Identified stakeholder needs and then translated these into actionable insights and projects.



HealthMEDX

• United States
• Software Development
• 1 - 100 Employee

• Technical Consultant

  • Apr 2011 - Dec 2015

  Ozark, Missouri * Managed new client custom work requests from inception to delivery. * Identified and executed on new opportunities to drive both client and company goals, generating additional revenue gains and added value. * Billable work averaged 81% across 4 year tenure within professional services. * Identified customer experience gaps and drove improvement across all touchpoints. * Acted as strategic adviser to leadership for Employee Engagement challenges. * Oversaw the successful… Show more * Managed new client custom work requests from inception to delivery. * Identified and executed on new opportunities to drive both client and company goals, generating additional revenue gains and added value. * Billable work averaged 81% across 4 year tenure within professional services. * Identified customer experience gaps and drove improvement across all touchpoints. * Acted as strategic adviser to leadership for Employee Engagement challenges. * Oversaw the successful conversion of custom electronic billing from 4010 to 5010 regulations, acting as main client liaison across 125 clients for this critical project. Show less



Farlap Media

• Founder

  • Jul 2005 - Mar 2015

  London, United Kingdom | Clients: The Weinstein Company, Metrodome Distribution * Co-Founded the company with my producing partner, Kevin Gates * Turned an 8,000 GBP investment into a profit of 100,000 GBP * Hired and Led 40+ individuals on high pressure projects with tight budgets. * Responsible for building Distribution and Sales partnerships. * My films have generated $2m+ profit in US territories alone.



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Consultant

  • Apr 2004 - Aug 2006

  Leeds, United Kingdom | Clients: UBS Bank, NHS, Lloyds of London • Responsible for failover testing of National Health Service (NHS) project (The largest IT project in the world at the time). • Architected and built e-learning and instructor led training for NHS staff. • Delivered training across multiple locations in the UK, averaging 5/5 feedback. • Headed up change management for all clients - taking an initial group of skeptical NHS workers into a very engaged and positive group. • Reported directly to European Directors of United Bank of… Show more • Responsible for failover testing of National Health Service (NHS) project (The largest IT project in the world at the time). • Architected and built e-learning and instructor led training for NHS staff. • Delivered training across multiple locations in the UK, averaging 5/5 feedback. • Headed up change management for all clients - taking an initial group of skeptical NHS workers into a very engaged and positive group. • Reported directly to European Directors of United Bank of Switzerland (UBS) as part of a project I led which was worth $1M a day in savings for the organization. Show less



EADS CASA ESPACIO

• Spain
• Defense and Space Manufacturing
• 1 - 100 Employee

• Software Developer

  • Sep 2001 - Dec 2003

  Stevenage, United Kingdom • Responsible for designing, building, scaling and deploying new systems for the company. • Met with clients to gather requirements and then worked alone, using evolutionary prototyping, to build out the systems. • Successfully built and deployed an ordering system for satellite parts, used by the SKYNET5 program, enabling a step change in process and tracking. • Successfully built and deployed a detached duty system which included contract generation. • Spearheaded initiative to… Show more • Responsible for designing, building, scaling and deploying new systems for the company. • Met with clients to gather requirements and then worked alone, using evolutionary prototyping, to build out the systems. • Successfully built and deployed an ordering system for satellite parts, used by the SKYNET5 program, enabling a step change in process and tracking. • Successfully built and deployed a detached duty system which included contract generation. • Spearheaded initiative to drive the company from COM+ and ASP to .NET • Trained other developers to use C# Show less