Jessica Chang

Jessica Chang has a diverse work experience with expertise in process improvement, customer experience, and leadership. Jessica has held various roles in different companies, including First Tech Federal Credit Union, where they served as the Director of Experience Center Optimization and Director of Member Experience. During their time at First Tech Federal Credit Union, they focused on improving member experiences by standardizing processes, fostering collaboration within teams, and developing strategic experience journey maps. Prior to that, Jessica worked as a Member Experience Sr. Manager, Sr. Program Manager, and Process Manager, where they led cross-functional teams, managed process improvements, and drove business change. Jessica has also worked at Bank of America, Bank of America Merrill Lynch, and Digital Impact Inc., gaining experience in areas such as process design, metrics and data analysis, customer satisfaction, and marketing analysis. Overall, Jessica has a strong background in driving efficiency, enhancing customer experiences, and leading teams to achieve program objectives.

Jessica Chang earned their Bachelor of Science (BS) degree, majoring in General Management and minoring in MIS and Marketing, from Purdue University. Prior to that, they completed their GCE 'A' Levels in Business Management at Saint Andrew's Junior College in Singapore.