BRIAN CHARLONIS

linkedin.com/in/briancharlonis/

Customer Experience Analyst · Product Strategist · Digital Transformation Leader

PROFESSIONAL SUMMARY

Experienced CX leader with over 11 years driving digital transformation, customer experience strategy, and product innovation for Fortune 500 companies. Proven ability to bridge business goals with user needs in highly regulated industries including finance, insurance, and healthcare. Expert in research-driven design, agile execution, and cross-functional collaboration.

CORE COMPETENCIES

• Customer Journey Mapping
• Voice of Customer (VoC) Programs
• CX Strategy & Research
• Product Management & Agile Delivery
• Design Thinking Facilitation
• Data Analysis & Insight Generation
• Cross-Functional Team Leadership
• Regulated Industry Expertise (Finance, Insurance, Healthcare)
• Project Management Tools: Jira, Confluence, MS Project
• Data Analysis: Google Analytics, Tableau, Power BI
• Technologies: Cloud Platforms, SaaS Solutions, Front-End & Back-End Systems
• Design Tools: Figma, Figjam, Adobe Creative Suite, Miro, Axure
• AI Tools: Natural Language Generation (NLG), Text-to-Image (TYI)

PROFESSIONAL EXPERIENCE

Cognizant Technology Solutions (Global Consulting Firm)
November 2012 – August 2024 Associate Director

• Led CX and product strategy initiatives across Fortune 500 clients, overseeing research, design, and agile development efforts in highly regulated environments.
• Annually generated $2M+ in new business from project successes, RFP responses, and supporting business development across many verticals.

BANKING AND FINANCIAL SERVICES (BFS)

• Wells Fargo – Improved transparency and reduced manual errors in loan origination through automation and new collaboration tools.
• J.P. Morgan – Led the design of commercial banking experiences tailored to support startups scaling into global enterprises.
• SMBC – Directed agile CX strategy for global commercial banking, including ISO 20022 payment compliance.
• TIAA – Designed and developed internal executive dashboards to improve data visibility and operational oversight.
• Discover Financial Services – Facilitated Design Thinking workshops to redesign vendor web portals for clarity and ease of use.
• World Bank Group – Led CX research and strategy to define long-term digital experience for a global, multi-tier internal portal.
• American Express – Delivered responsive B2C and B2B marketing experiences and assessed global campaign management tools.
• Dun & Bradstreet – Developed strategy and user-facing solutions across multiple apps, including a scalable self-service help system.
• CFA Institute – Led digital strategy and agile development across a global network of CFA Society member sites.

HEALTHCARE

• Cardinal Health / Edgepark Medical Supplies – Led a full eCommerce transformation, increasing revenue by 300%+.
• Pfizer / Zoetis – Defined the digital ecosystem strategy across web, mobile, and desktop platforms for animal health operations.

INSURANCE

• AIG – Established a Design Center of Excellence (COE), including team structure and operating model.
• Prudential – Led B2B CX research and Design Thinking workshops to enhance partner portal engagement and usability.
• Aetna – Delivered strategic assessment and B2B dashboard development for web-based reporting portals.
• Aetna Medicaid – Spearheaded B2C mobile app development to support Medicaid user engagement.

RETAIL

• AvalonBay Communities – Conducted formal user research to redesign the luxury apartment lease renewal experience.
• Nestlé / Blue Triton Brands – Reimagined digital experiences, boosting B2C and B2B traffic by 23% through cross-platform redesigns.
• Microsoft – Researched and designed internal account reconciliation tools for enhanced operational efficiency.
• EZCorp – Improved speed and usability of in-store POS systems to streamline customer service.
• ATD – Enhanced POS capabilities and increased in-store sales by optimizing digital toolsets.
• Realogy / Sotheby’s International Realty – Designed a unified internal ecosystem across multiple real estate brands under Realogy.
• The Coca-Cola Company – Designed a global social listening dashboard enabling real-time campaign activation and brand monitoring.
• PepsiCo – Developed data visualizations for internal financial reporting tools to support strategic decision-making.

EDUCATION

Master of Business Administration (M.B.A.)
Quinnipiac University

• Member of Beta Gamma Sigma, International AACSB Honor Society

Bachelor of Fine Arts (B.F.A.)
University of Hartford

COMMUNITY INVOLVEMENT

• Volunteer, Leukemia and Lymphoma Society Fundraiser (2024, 2025)
• Volunteer, Hurricane Ida Cleanup and Rebuild in Rotonda West, FL (2023)

PRESENTATIONS

• Tracking Social Media for Hard ROI, Strategic Social Media Marketing, New York, NY
• Branding Healthcare Social Media, Q1 Productions, Chicago, IL
• Impact of Social Media on Emergency Response, J. Boye Conference, Philadelphia, PA
• Philanthropic Social Marketing, Association for Healthcare Philanthropy, Danbury, CT