""I stepped into the role of Chief Design Officer in August 2024 generally aware of the journey the organization had been on because I had been on the leadership team since 2020. But in 2025, we took everything up a notch,""
"Strengthened cross-functional collaboration through "the Quad" model, driving measurable results like a 39% conversion boost and 24% reduction in no-shows on key redesigns."
"Refined the discovery process with the "Customer Why Template", creating consistent workflows that reduced costly pivots and led to a 10% drop in customer complaints."
Miki Van Cleave became Chief Design Officer in August 2024 after serving on Chase's leadership team since 2020. She focused on improving discovery processes and increasing design's visibility across departments. She implemented a cross-functional "Quad" model that produced a 39% conversion increase and a 24% reduction in no-shows on key redesigns. She introduced a "Customer Why Template" to standardize discovery workflows, reducing costly pivots and contributing to a 10% decline in customer complaints. The initiatives aimed to align design decisions with customer needs and strengthen collaboration between design and other functions.
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