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JP Morgan Markets
London and New York City
London and New York City
Role
Executive Director
Executive Summary
As Executive Director of UX for Digital Markets, I led the strategy and execution of a new client entry experience that unified a previously disjointed ecosystem of products. My mandate extended beyond interface design—I was responsible for team leadership, enterprise alignment, AI-driven search strategy, and the establishment of scalable design governance across Digital Markets.
This initiative transformed the platform into a cohesive, personalized, data-driven experience that significantly increased adoption and reduced friction in high-stakes financial workflows.
My Scope & Accountability
- Led a team of 5.5 designers and researchers across logged-in and public-facing experiences
- Directed contractors responsible for the new public site build
- Served as hands-on designer for mission-critical logged-in experiences
- Individually contributed to the AI-powered search solution
- Established design governance frameworks across multiple product teams
This was both a strategic leadership role and a delivery role that require setting direction while ensuring execution quality.
The Business Problem
Prior to this initiative, there was no unified landing experience. Digital Markets products existed in silos, limiting discoverability and reducing cross-product engagement.
We were tasked with:
-Creating a frictionless login and cohesive user journey
-Making products findable across a complex ecosystem
-Delivering a personalized, data-driven experience
-Establishing a scalable governance model across design teams
-Aligning UX strategy with firm-level KPIs and risk standards
This required balancing user experience, regulatory constraints, performance requirements, and executive stakeholder expectations.
Strategic Approach
1. Establish a Unified Entry Point
Designed a centralized Digital Markets Home that:
• Surfaced relevant insights immediately
• Highlighted cross-product offerings
• Created continuity between public and authenticated experiences
• Reduced friction in login and navigation
2. Make the Ecosystem Findable
Re-architected navigation and introduced a comprehensive product catalog that:
• Clarified information architecture
• Enabled scalable onboarding of new products
• Increased product discoverability
• Supported horizontal growth across business lines
3. AI-Driven Search & Personalization
Led design strategy for a modernized search experience that:
• Incorporated intelligent filtering
• Surfaced personalized content
• Aligned with firm-level search standards
• Balanced usability with regulatory and risk considerations
4. Governance & Scale
Established cross-team governance including:
• Standards for visual and interaction consistency
• Design system contributions (Salt)
• KPI frameworks aligned with business metrics
• Accessibility and regulatory compliance baked into design
• Data-driven decision-making culture through analytics and testing
Measurable Impact
• +16% YoY increase in authenticated usage
• 95% adoption among top 600 clients
• −14% reduction in login issues
• Influenced 800+ new product requests
• Achieved high-performing team health metrics
• Increased cross-functional collaboration quality and velocity
Beyond metrics, this initiative repositioned UX as a strategic partner to product and engineering leadership, influencing roadmap decisions and long-term platform direction.
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