Michael Hand
Executive Product Leader | Product & Design Org Builder | Scalable Digital Experience | Ex-Amazon
- Role
- Head of Product, Digital Experience at Mercury Financial
- Location
- Austin, TX, US
- LinkedIn followers
- 500 followers
About Michael Hand
As a seasoned product executive with over 20 years of experience in e-commerce and financial services, I specialize in leading organizations to deliver customer-centric digital solutions. My expertise lies in building and scaling product, design, and data science teams to drive innovation, enhance user experiences, and achieve measurable business outcomes. I thrive at the intersection of technology and customer engagement, aligning cross-functional strategies to propel growth and operational excellence.
Experience
Head of Product, Digital Experience
Nov 2023 — Present · Austin, TX, US
Mercury Financial is the largest non-bank credit card provider in the U.S, serving over 1.4 million active customers and ranking among the top 20 Visa/Mastercard programs. As Head of Product/Director of Digital Experience, I lead and own the company’s digital product and design organization—accountable for strategy, execution, and performance across Mercury’s mobile and web platforms. Reporting directly to the Chief Revenue Officer, I oversee teams across product management, UX, and data science, and shape the digital roadmap that supports acquisition, engagement, retention, and operational efficiency at scale.Key Highlights- Raised the mobile app rating from 4.3 to 4.9 within one year by modernizing high-impact user flows, refining performance, and implementing continuous feedback loops- Achieved a UMUX usability rating of 92.7, placing Mercury’s digital experience in the top tier of industry benchmarks for ease of use and design clarity- Improved Net Promoter Score to 74, driven by continuous enhancements to self-service capabilities, onboarding flows, and mobile-first design- Designed and implemented a behavioral analytics infrastructure to monitor experience health and surface early warning signals of user friction; enabled real-time mitigations through in-app communication and UX adjustments
Education
The University of Texas at San Antonio
Master of Business Adminstration (MBA), Business Administration, Management and Operations
Western Kentucky University
Bachelor of Arts (B.A.), Psychology and English Literature
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