For more than ten years, I partnered with Chase to modernize how their checking and banking products showed up across customer touchpoints. We moved from direct mail and table-based emails to responsive design, ADA-compliant systems, and integrated content designed for a wider, more diverse audience. My focus was helping the work become clearer, more accessible, and more aligned with what customers needed to confidently make decisions.

‍

My Role

Across many business lines and acquisition initiatives, I served as a strategic and creative partner. I helped interpret research, define the creative direction, and work closely with analytics, product, and creative teams to bring ideas to life across channels. The work included direct mail, landing pages, digital content creation, social media, remarketing, and cross-channel acquisition programs.

‍

The Approach

Our approach evolved as the needs of customers and the expectations of digital communication changed.Over the years, we moved the work forward through:

• Direct Mail to Digital Integration: Bringing stronger narrative clarity to print while aligning it with digital messaging for a more connected experience.
• Table-Based Email to Responsive Design: Redesigning email programs to be responsive, scalable, and easier to understand, while improving readability and visual hierarchy.
• Accessibility and ADA Compliance: Ensuring content, visual structure, and interactions met compliance standards while staying on-brand.
• Landing Pages Built for Clarity: Developing landing pages that simplified complex product information and guided customers through key decision points.
• Behavior-Informed Creative: Partnering with analytics teams to understand what customers were doing, not just what they were saying, so creative choices could be grounded in data.
• Test-and-Learn Cycles: Continuously refining messaging, layouts, and content systems to improve performance across paid, owned, and remarketing channels.

At every stage, the goal was the same: use research and customer behavior to shape creative decisions that made the journey more intuitive, more consistent, and more effective.

‍

The Impact

The collective impact of this work was a more cohesive and insight-driven acquisition ecosystem for Chase. Over time, our collaboration strengthened message clarity, improved usability, and elevated how product benefits were communicated across channels. These efforts contributed to stronger engagement, better alignment across digital and offline touchpoints, and measurable lifts in key acquisition metrics across multiple campaigns.

• Led the agency’s transition to ADA-compliant, mobile-first digital design for Chase
• Oversaw a 70% year-over-year increase in email marketing projects
• Helped Chase improve digital accessibility standards across marketing and internal teams
• Contributed to stronger creative-client alignment and long-term retention of the account

‍

Why It Matters

This body of work taught me how to build long-term creative and strategic partnerships inside a large financial organization. It showed me how to connect research, analytics, and creative in a way that respects both the customer and the complexity of financial services. And it reinforced something core to how I work: strategy and creativity only succeed when they move together with intention, clarity, and care.