Chrissy Willoughby

About Chrissy Willoughby

Accomplished and results-driven Executive with a passion for creating solutions that focus on a transformative blend of technology, people, and process optimization. Empowered with an eye towards detail and a strategic mindset, consistently thrives when faced with complex problems and has a unique ability to reduce problems and projects to their fundamental parts to achieve success for teams and clients.Key Achievements- Scaled operational teams from under 40 to over 350+ FTE during an 18-month, 300% year-over-year growth period- Developed and staffed a new product operations function from scratch to manage low/no-code systems and act as a bridge between business units and product/engineering squads- Created a business case model to support a 5-year,$240MM digital transformation focused on revenue growth and efficiency- Leveraged AI and traditional methods to deeply understand customer call reasons, developing a product roadmap that increased self-service and improved the overall customer experience- Reduced loan origination processing times by 75%, generating significant gains in customer experience- Generated $1.23MM in additional revenue by innovating a workflow for new client requirements and lowered compliance risk, generating $2MM in savings by transitioning from two underperforming vendors.I am a passionate Operations & Risk leader who believes that a superior customer experience is a product of operational excellence. My focus is on driving strategic initiatives and operational rigor to deliver sustainable value in high-growth environments.

Experience

1. Senior Director, Operations Strategy

   Best Egg

   Jan 2024 — Present

   Best Egg is the leading financial confidence platform that provides flexible solutions to help people with limited savings confidently navigate their everyday financial lives. Best Egg supports customers through a growing suite of personal loans, flexible rent, and financial health tools. Leveraging real-time customer insights and data engineering, Best Egg gives more people access to the resources they need to be money confident.

Education

• Miami University

  Bachelor of Science (B.S.), Accountancy