Lei Han

Digital Experience | Product Leader | Identity Management | Angel | Career Coach

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About

* All views are my own and not that of my employer * Passionate in building innovative capabilities and digital experiences that create customer joy, build trust, and mitigate fraud. Stanford Engineer, Wharton MBA with 20 years of experience in product development, innovation, product management, customer experience, and consulting. Strategic, customer-focused product leader with proven success in defining vision, leading launches, and building effective teams in multiple industries (Financial services, Consumer business, High tech, Telecommunications, etc..) - Customer focused - Proven record in launching simple, useful digital experiences impacting millions of prospects and customers. - Effective in building cross-function partnerships: bridging communication gaps between technical and business teams; building healthy partnerships with engineering and teams as well as legal, compliance, risk, and fraud teams - Extensive leadership / management experience: Ability to build and mentor high performing product teams; Effective in structuring and leading multiple efforts simultaneously - Distinctive educational background: MBA graduate with honors from The Wharton School and Tau Beta Pi Scholar in Electrical Engineering from Stanford University In my free time, I also write a Soft Skills blog and coach professionals on communications skills, management skills, leadership skills and overall how to work smart and live more. Specialties: Strategic planning, digital experience, customer experience, product management, product development, innovation, Agile implementations, customer development, end-to-end execution, leadership, mentorship, team building, digital capabilities, customer experience, customer insights, segmentation, omnichannel experience, process improvement, business analysis, program management, thought leadership, executive communication, cross-functional partnerships

Ask me about
Identity management
digital identity
digital onboarding
client experience
digital experience
digital product
digital banking
career coaching
leadership skills
soft skills
Work experience
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Oct 2020 - Present

Silicon Valley Bank

Digital Experience Leader - Private Banking & Wealth

Define the experience strategy and lead the build out of a fully digital, banking and wealth management solution for SVB's Private Bank and Wealthy Advisory business.

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Jun 2018 - Sep 2020

Wells Fargo

SVP - Head of Identity Management Innovation

Led enterprise identity management efforts to dramatically transform the account open experience for consumer and business applicants. Evaluated emerging identity technologies and incubated new business models in the area of digital identity.

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Feb 2014 - Jun 2018

Wells Fargo

Vice President - Digital Product Management & Innovation

Led product innovation and Agile implementations of Wells Fargo's Deposit product's digital onboarding experiences. - Simplified digital account open experiences to reduce drop off - Increased booking by 30K accounts per year and auto-booking by 1300 basis points. - Launched the first real time debit issuance capability for Wells Fargo - real time issuance of debit card, pin creations and add to digital wallet Led the digital product management team for Wells Fargo's Digital Incubator - Expand Wells Fargo's consumer credit business' sales and marketing capabilities - opened up WF credit card product to prospects and doubled estimated sales in the first year. Led the strategy, planning, and execution of key servicing programs in consumer credit. Improved the omni-channel experience for our most engaged customers and protected revenue. Built effective cross-business and cross-functional partnerships and launched multiple industry-leading servicing experiences • Developed and launched an industry-leading self-service experience on Desktop, Mobile, Tablet, and IVR, projected to save 2M service phone calls per year. Partnered across three businesses and six functional teams. launched in early 2016. Recognized by Keynote in late 2016 as a major servicing feature, helping WF move to #2 in servicing from #7 in the digital channel. Rated in late 2017 as one of WF customer's most loved feature in the WF's digital channel. • Created a new strategy to improve card delivery experience for customers while saving Wells Fargo $500K per year. Led the multi-phased implementation across 10 service channels. • Designed and implemented new digital alerts to provide assurance for customers and protect spend. Sending alerts to 700K customers per month – achieved 40% open rate. • Served as the expert for enterprise-level Lost Wallet initiative to achieve “one-touch” replacement experience for credit and debit cardholders across channels.

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2007 - 2013

Wells Fargo

Multiple Contracts - Digital Experience Product Lead

Led key product management efforts in improving sales and service experiences to achieve Financial services client’s “We Know You” objective across their multiple lines of businesses. • Implemented a streamlined process for existing customers to buy additional products online. • Analyzed consumer credit’s underwriting process – developed and implemented programs to reduce underwriting process timing, increase automation, and improve accuracy. • Discovered and resolved a major merger gap - created a virtual team (20+ people) and successfully resolved gap to support merger efforts of two major US banks • Launched a new ATM service functionality – to ask 2M customers to confirm or update their phone numbers on record. Launched seven ATM campaigns to 6M customers, achieved 33% response rate. • Designed a new methodology to select “customer’s best contact number” for sales operations. Implementation reduced failed contact rate by 36% and increased productivity by 24% in one year. Strategic Efforts & Analytics – Provided strategic leadership to a enterprise-level cost saving efforts at a top US bank • Defined and implemented the 3-year vision and roadmap for contact information capture and sharing across all 10 lines of businesses. • Provided strategic advice to the banks enterprise program to auto-convert 10M+ customers from print to electronic statements for Deposit and Mortgage customers, saving $2M in cost per year. • Analyzed and identified key opportunities to improve debit card return mail process.

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2001 - 2006

Deloitte Consulting

Manager

Deloitte sponsored my Wharton MBA 1999-2001 Nestlé – Product Marketing & Implementation • Defined Nestlé’s direct to consumer product marketing strategy and new process print • Led a cross functional team to create a new direct to consumer product marketing capability using ePiphany for 2 brands – Lean Cuisine and Baby Nutrition. • Designed and implemented 4 consumer marketing campaigns for 30 segments – contributing to double digit growth rate. • Trained and supported 100+ marketers /agency users to execute ongoing campaigns. Deloitte's Marketing Gateway – Product Management & Team Leadership - $450K annual budget • Led internal development of Deloitte’s $60M Marketing Practice. Developed the practice’s strategic and marketing plans annually. • Created 10 practice building projects, defined budget, and gained Partner buy-in. Recruited & managed multiple teams across the US for execution. • Authored multiple thought leadership articles and serves as a marketing expert for client projects. Hewlett Packard – Program Management • Co-led and implemented a customer centric organization re-design for HP’s 6,000 employee worldwide marketing organization in 4 months • Program managed the first, post-reorganization marketing planning worldwide USAA – Strategic Assessment and Execution • Assessed the effectiveness the USAA’s multimillion dollar marketing program and provided recommendations that were accepted and implemented • Program managed successful execution of four projects in sales and marketing. • Co-led with client one of the four projects to successfully build a scalable referral offering and real time tracking application

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1996 - 1999

Deloitte

Senior Consultant

Multiple system integration, business analytics and customer experience efforts. Examples include • Designed a balanced scorecard and developed business requirements for measuring service performance of 10,000+ AT&T technicians. Led end-to-end testing for the resulting system. • Performed consumer interviews around brand image, marketing impact, and customer experience for Nokia to develop marketing improvement recommendations

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1994 - 1996

McKinsey & Company

Business Analyst

Business Development - Joint Venture (JV) Strategy • Analyzed market environment and competitive situation for seven Asian markets for an European steel distributor; led joint venture discussions with 20+ potential JV partners and selected three candidates for final negotiation. • Developed China expansion strategy and JV partner selection framework for an Australian manufacturer; screened over 100 companies; facilitated JV discussions with 10 final candidates in China; delivered three final candidates. Market Entry / Expansion Strategy • Developed China market entry strategies for a major basic materials company and an European engineering company; educated client on how to build better B2B marketing capabilities. • Conducted competitive benchmarking for an Asian beer company through interviewing competitors and analyzing public information; Designed and developed extensive financial modeling tool to assess expansion possibilities.

Education

1999 - 2001

The Wharton School

Master of Business Administration - MBA, Strategy and Entrepreneurship

1990 - 1994

Stanford University

B.S., Electrical Engineering

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