At J.P. Morgan Markets, I lead digital platform transformation and AI implementation workstreams for institutional clients. I defined the strategy and roadmap priorities for AI Virtual Assistant initiatives, helping deliver faster query resolution and response times, cost savings, and reduced headcount.
I owned decisions on the assistant’s architecture and capability rollout, balancing user experience, technical feasibility, and regulatory constraints. Scaling the assistant across 50+ products lifted CSAT from 4.5 to 4.7 and improved accuracy from a 92% global average to 95%.
Earlier at J.P. Morgan, I contributed to platform transformation and modernized the client login journey, reducing related client queries by 40%. My earlier work across Quality Assurance, Risk & Controls, Compliance, and Client Operations included operational audits, process gap analysis, and analytics dashboard development.
