Executive Creative Director | Brand & Design
Building creative systems at enterprise scale
Super Bowl LIV Creative Lead
Project 04
Discover Statement Redesign
2019
Discover Innovation Team, sponsored by CMO
A complete reimagining of Discover's print and digital statements — transforming a compliance document into a personalized, revenue-generating brand touchpoint.
Statements were dense, generic, and a leading source of customer complaints. I led a full audit of complaint history with the customer service team to pinpoint the real friction points, then used Design Thinking to rebuild the experience — introducing full personalization (every color block adapts to the cardholder's card design) and a modular system for cross-marketing. Sponsored directly by Discover's CMO, the redesign rolled out enterprise-wide.
$750M cross-marketing value
35% call reduction in statement-related complaints
Statements were dense, generic, and a leading source of customer complaints. I led a full audit of complaint history with the customer service team to pinpoint the real friction points, then used Design Thinking to rebuild the experience — introducing full personalization (every color block adapts to the cardholder's card design) and a modular system for cross-marketing. Sponsored directly by Discover's CMO, the redesign rolled out enterprise-wide.
$750M cross-marketing value
35% call reduction in statement-related complaints