"Notes from the desk: Welcome to this month's Quarterly Review and a new year! The Quarterly Review is one of the only media pieces that allow readers to track improvements through time. It's a chance for the industry to learn about what goes on behind an FI's four walls and how leadership manages their priorities.And a review mandates a check-in, as I like to say, so enjoy reading about how the exec in the hot seat today overcame challenges, and brought her vision to life."
"When we last spoke to Chase's Chief Design Officer, Miki Van Cleave, she had been in the role for only seven months and she had big process-related plans. It seemed fair to allow her plans to bloom before we put her back in The Quarterly Review hot seat and in 2025. Her aim for the past few quarters was to improve the discovery processes to build better alignment between design decisions and customer needs, and improve her team's presence across other departments."
Miki Van Cleave became Chief Design Officer in August 2024 after joining the leadership team in 2020 and expanded design initiatives in 2025. She implemented a cross-functional "Quad" model to improve collaboration, which produced a 39% conversion increase and a 24% reduction in no-shows on key redesigns. She standardized discovery work with a "Customer Why Template," reducing costly pivots and delivering a 10% drop in customer complaints. She also increased her design team's presence across other departments to better align design decisions with customer needs. Additional detailed coverage is available to TS PRO subscribers.
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