Morgan Rogers
Chief, Stakeholder Services Section @Consumer Financial Protection Bureau
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WORK HISTORY
Chief, Stakeholder Services Section @Consumer Financial Protection Bureau
Washington, DC, US
Executive leader responsible for the Bureau’s Stakeholder Services program operations; Portal Support, Complaint Handling, Contact Center, Content Management and Stakeholder Engagement.Key Achievements & Impacts:Responsible for the Bureau’s nation-wide contact center operations, comprised of 55+ business streams, handling 2.5M+ customer interactions in more than 150 languages, successfully maintaining an average speed of answer of less than one minute and CSAT scores of 96%.Led contact center operations team through procurement and design of omni-channel generative AI based solutions (GoogleCCAI) focused on providing agents with assisted search capabilities to lessen call time and provide more robust call meta-data. Coordinated program management and contractor led telephony upgrades (NICE/CXOne) reducing peak call volumes by 80% and improving agent efficiency by 40%.Coordinated across QA, Product and Governance teams and led Stakeholder management teams through the re-design of Complaint Handling program Salesforce UX, increasing staff output by 40% and QA scores (avg. 98%) across all scorecard types.Championed the modernization of contact center knowledge management and content delivery using an agile content delivery model, reducing internal response time by 98% and achieving 100% QA.Scaled teams and services for record-breaking customer contact volume surges (500k Jan. 2025) while maintaining 96% customer satisfaction, and an ASA under 1 minute.Drove culture transformation, leading to the highest Annual Employee Survey leadership scores in program history. Responsible for risk mitigation and testing. Served as cybersecurity systems owner over all contractor and contact center programs ensuring compliance with FISMA, NIST and Post Quantum Cryptography standards.
EDUCATION
University of Nebraska-Lincoln
Bachelor of Arts, Political Science, Spanish, French
Creighton University School of Law
Masters of Science, Negotiation and Conflict Resolution-International Trade
SKILLS
ABOUT MORGAN ROGERS
I’m an executive leader with 18+ years of experience shaping enterprise strategy, modernizing large-scale operations, and driving data-informed transformations across the financial services regulatory space. My passion is helping organizations define the future by connecting insights, innovation, and execution to deliver measurable, lasting impact.I’ve built a career designing strategies that accelerate growth while managing risk. I lead organizations through strategic planning, data analytics, and customer experience transformation, ensuring every decision is insight-driven and aligned with the mission. From building enterprise-wide compliance and risk frameworks to launching digital-first customer engagement strategies, my work has enabled organizations to innovate confidently while maintaining operational excellence.My leadership spans enterprise technology transformation, including CRM/CMS modernization, omnichannel contact center optimization, analytics-driven process redesign, and compliance risk program development. I’ve successfully led initiatives such as implementing Salesforce to streamline workflows, deliver measurable cost savings, and improve member satisfaction. I also led the redesign of cross-functional regulatory processes and programs, leveraging data-driven insights to reduce regulatory intervention by 80%.As a servant leader, I believe strategy isn’t just about planning, it’s about empowering people. My goal is to create scalable systems, aligned teams, and innovative cultures that help mission-driven organizations thrive while delivering trusted, modern experiences to their customers and communities.
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