I’ve worked on both sides, so I bring marketing and product teams to the same table. Today I lead experience design for customer acquisition across Consumer and Business Banking at Wells Fargo, a bank that serves 1 in 3 U.S. households.
70%less time to fund
15%+more account opens a year
+7%higher conversion
I also make photographs, like the ones on this page.
My team of product and content designers covers every surface where someone finds and opens a Wells Fargo account: online banking, wellsfargo.com and a mobile app with 33.7M active users. Before that, I ran design for Wells Fargo’s $8M+ a year account at Organic, led about 40 people across 4 offices at SMITH, and was acting head of R/GA’s 80-person global interaction design department.
“Delivering quality with Mark is always a question of when, never if.”
Andrew P., Lead Content Designer, Wells Fargo
“He’s a great mentor to designers and the guy you want at every pitch.”
Michael Holzer, former EVP of UX, HubSpot
Proof
Work that moved the numbers.
70%
Less time to fund. I led the design of an automated funding flow for new accounts, which contributed to 15%+ more weekly new funded accounts.
15%+
More account opens year over year. I provided design leadership for the daily testing pod behind it.
+7%
Higher conversion. I brought Product, Engineering, Marketing, Data Science, Risk, Legal and Compliance together to fix where customers dropped out of account opening.
+41%
More agent searches for American Family Insurance, after my team moved Find an Agent from 7th to 1st on the contact page.
$7M+
Raised for Feeding America in 6 weeks from 15,000+ donors, in a drive my Organic team built for Wells Fargo.
Gold Stevie®
For LifeSync, the bank’s financial planning platform. I led it from start through launch and 2 major releases.
From startup concepts to the strategy that became LifeSync.
Consulting keeps me close to new problems and new ways of working.
Wells FargoCarried the service concepts I started at Organic into experience concepts for the Emerging Affluent segment. That strategy became LifeSync once the bank hired me.
West MarineLed customer research and field studies as a player-coach, shaping the experience strategy for a new digital services platform with senior leadership.
WeatherBugLed the redesign of the iOS and Android apps, hands-on with the developers and product managers, and helped build the in-house design team.
OrganicExecutive Creative Director, UX2015–2020
Ran an $8M+ a year account for the same bank, from campaigns to products.
Wells Fargo$8M+ a yearRan design for the bank’s agency account across 5 lines of business. My teams delivered its nationwide digital campaigns and designed products like Daily Change.
Feeding America$7M+ in 6 weeksBuilt the Wells Fargo Foundation’s Feeding America drive: 15,000+ donors gave $7M+ in 6 weeks, about 34M meals.
American Family Insurance+41% agent searchesEmbedded with AmFam’s in-house teams, my teams ran a monthly test-and-learn program and launched new sites for 189 agencies in 4 months.
Teams2 officesLed experience design across San Francisco and Detroit.
AIHelped create Synthetic, the agency’s division for AI-driven work, and taught clients how to use AI for their customers.
Prior leadership
Built design practices that shipped for Verizon, Microsoft and Walmart.
SMITH · Chief Experience OfficerSat on the executive team and brought 4 agencies together as one design practice, for clients like Microsoft and Honeywell.
R/GA · Executive Creative DirectorLed customer acquisition for Verizon Wireless and FiOS, and the global launch of Microsoft Surface.
Walmart eCommerce · Executive Creative DirectorOn loan from R/GA as in-house Executive Creative Director, leading creative from inside the business.
Wells FargoCarried the service concepts I started at Organic into experience concepts for the Emerging Affluent segment. That strategy became LifeSync once the bank hired me.
West MarineLed customer research and field studies as a player-coach, shaping the experience strategy for a new digital services platform with senior leadership.
WeatherBugLed the redesign of the iOS and Android apps, hands-on with the developers and product managers, and helped build the in-house design team.
