Amy Kaighen

Experience

• 

  Wells Fargo

  Jul 2010 - Jan 2021

  • Collaborate across Wholesale to create and manage a process for producing integrated insights and intelligence, to include the development of analytical roadmaps and cadence for deep dive requests with analytical resources • Lead the Reporting and Analytics work stream with partnership from the Wholesale Insights and Reporting (WIR) analytics group to create dashboards and manage out-of-box customized reporting options with vendors • Develop compelling customer experience deep dive analyses materials to inform priority leader and stakeholders of existing themes and trends related to their respective priorities with detailed implications and action-plans for course-correcting where needed • Facilitate the transition of our customer experience measurement strategy to the Net Promoter Score (NPS) survey model and secure resources to create new reporting packages based on the new survey model and platform • Create a process for sharing information across Wholesale LOBs, and across the Enterprise to determine areas of engagement (i.e. are there trends that we could augment, course-correct current strategic initiatives or drive new ones), in addition to communicating key findings to senior leadership in broad forums of diverse stakeholders Show less • Researched, analyzed, and produced the targeted use-case examples used to gain senior leader approval for the Security Center chat support pilot project • Supported enterprise wide initiatives by implementing strategies that decrease risk in our internal security and fraud messaging (ex: leading an internal review and refresh of all security and fraud messaging resources used across the enterprise) • Built strong relationships with cross-functional teams across the enterprise to improve security and fraud communication strategies (ex: facilitating strategic planning sessions to develop marketing plans for security and fraud prevention education programs) • Independently led virtual teams to strategize and plan initiatives that support the awareness of our security and fraud prevention programs • Ensured internal Virtual Fraud Education plans and programs adhered to the appropriate line of business policies and regulations Show less • Consulted with leaders to support strategic implementation of new processes and procedures • Conducted strategic assessments and root-cause analysis research by translating large amounts of complex customer satisfaction data into easily understood data points • Served as Project lead for the pressure points program aimed at alleviating systemic pain points in the banker and customer experience for the WFVC Sales and Chat division • Independently managed weekly status reporting and stakeholder meetings for CEM related initiatives taking place in the WFVC • Drafted executive updates for senior leaders providing key insights and analysis related to customer experience performance • Served as the business proponent for customer experience resources provided for the Sales and Chat division (ex: Chat Skills Library) Show less • Analyzed banker and business performance trends in customer experience and quality assurance to provide support and guidance to line of business leadership leading to an improved experience and increased performance to goal• Developed coaching strategies for various levels of leadership by summarizing trends, providing insights, and sharing opportunities for growth in quality assurance and customer satisfaction• Facilitated call review and calibration sessions to share results of trends previously identified through deep dive analysis results and solicit feedback from line of business leaders• Acted as a change agent to facilitate delivery of exceptional customer experiences by applying critical thinking, thought leadership and ability to influence Show less • Independently enabled the successful delivery of complex training curriculum to multiple lines of business and levels within the Wells Fargo Virtual Channels contact center• Provided critical feedback on processes and support materials to ensure that team members had the tools and resources to be successful in their training experience• Supported projects to improve content in training material to establish a standard sales and customer service knowledge base for team members Show less • Responsible for supporting multiple bankers and queues by responding to escalated, non-routine and difficult calls concerning financial products and services• Coordinated coaching strategies with line of business leaders to assist in supporting accountability and performance development for team members • Maintained subject matter expertise through training and development to ensure team members felt confident and supported in providing excellent service to their customers• Integral in supporting team members and leaders with resources and coaching to motivate, develop and retain front-line employees Show less

  • Strategy Consultant 3

    Feb 2020 - Jan 2021

  • Digital Consultant 3

    Aug 2018 - Feb 2020

  • Strategy Consultant 2

    Sept 2016 - Aug 2018

  • Business Process Specialist

    Jun 2015 - Sept 2016

  • Learning and Development Facilitator

    Nov 2014 - Jun 2015

  • Business Training Consultant

    Aug 2013 - Nov 2014

  • Phone Banker 3

    Sept 2012 - Jul 2013

  • High-Value Business Banker

    Aug 2011 - Sept 2012

  • Consumer Banker

    Jul 2010 - Aug 2011
• 

  SunStream Business Services

  Oct 2021 - Jun 2024

  Product Owner

  Product owner of Loan Servicing and Custom Solutions. • Work directly with end users to capture and analyze challenges to their workflow.• Conduct deep dive analyses from multiple data sets to identify key learnings. • Lead requirements gathering workshops to define use cases and user stories. • Present business performance metrics and implications to executive-level audiences.• Design program readiness activities to support the successful implementation of new applications.• Prioritize work within an agile team and maintain a backlog of future work for consideration/prioritization.• Lead team to meet deliverables while leveraging a solid understanding of the function, policies, procedures, and compliance requirements. Show less

• 

  GreenStone Farm Credit Services

  Jun 2024 - now

  Principal Product Manager