John Frei

About John Frei

Senior Financial Services Digital and Technology leader. 20 years of experience in the…

Experience

1. Director, Digital Product Management

   TIAA

   Aug 2019 — Present

   Owner of Digital Customer Experience for TIAA\'s Money Out (withdrawals, loans, etc), Money Movement, and Investment Management. These are TIAA\'s highest volume digital transactions with ~1 million completions annually-Responsible for key performance indicators including increase of Digital complete rates, decrease of analog (call/paper) transaction volumes, and customer satisfaction scores-Represents the voice of the customer and champion the digital customer experience across web, mobile, email, and social channels-Defines related digital experience strategy and customer journey maps-Utilizes customer feedback and digital analytics data to drive decisions on target experiences.

Education

• Massachusetts Institute of Technology

  Executive Program, Business Applications of Artificial Intelligence

  2018 — 2019

• Syracuse University

  Bachelor's of Science, Information Management and Technology / Television Radio and Film

  1999 — 2003

• Capella University

  Master of Business Administration - MBA

Skills

• Change Management
• Release Management
• Software Development
• Fair Isaac Blaze Rules Engine
• Program Management
• Project Management
• Sharepoint
• Business Process
• Soa
• Visio
• Systems Analysis
• Xml
• Enterprise Architecture
• Sql
• Requirements Analysis
• Requirements Gathering
• Cross-Functional Team Leadership
• Process Improvement
• Wps Process Server
• Business Analysis
• Testing
• Sdlc
• Quality Assurance
• Business Requirements
• Ms Project
• IT Management
• Software Project Management