Charles Eugene Augello is a seasoned User Experience Leader with a history of success identifying, prioritizing, and delivering solutions that enable efficient goal achievement and drive engagement.
My “typical” day may include:
- Creating visual renderings illustrating user experience scenarios that align with business goals
- Facilitating user task analysis, design reviews and senior leadership design checkpoints
- Iteratively designing solutions that achieve business objectives, solidify brand, and maintain a successful user experience
- Negotiating with business & technology partners to achieve optimal solutions
- Coaching and mentoring design colleagues
- Leading and participating in process improvement initiatives
EMPLOYMENT
Vice President, Lead Product Manager, Product Designer
Wells Fargo; Hudson FL (remote)
11/2017-11/2024
My success in Home Lending Product Research & Design is a result of actively collaborating with users, business leaders, & technical partners to create customer centric solutions that align customer goals with business objectives.
My accomplishments include:
- Establishing & evangelizing an end-to-end Homeownership Lifecycle vision (encompassing sales, originations, and servicing) and documenting associated Customer Journeys
- Leading Design Thinking activities to socialize user needs and collaborate on solutions
- Creating Customer Journey Maps, User Stories, Illustrative Wireframes, and Interactive Prototypes to communicate ideas and build consensus across product, design, and development stakeholders
- Validating Usability through User Testing and supporting User Acceptance Evaluations
I was a key collaborator on multi-disciplinary teams that delivered delivered:
- An easier to understand escrow experience, incorporating personalized education, which resulted in a reduction in customer service engagements
- Greater empathy in servicing customers who have experience a bankruptcy
- Consolidated and easier to understand mortgage origination correspondence which reduced complaints and saved cost
- Efficiencies in the mortgage application experience that improved customer satisfaction and reduced processing cost
- An internal dashboard that monitors Agile Product team maturity, used across every business and product level to track success and empower teams to improve
Interaction Designer (contractor)
TEKsystems; Charlotte NC (on-site)
1/2017-11/2017
As a User Interaction Designer on the Wells Fargo Community Banking Transformation strategy team, I advocated for the customer and achieved consensus on future experiences by facilitating ideation, illustrating conceptual ideas and mapping customer journeys.
My accomplishments include:
- Leading Customer Research activities to understand segment customer expectations through Focus Groups, Customer Interviews, and Competitor Analysis
- Creating Customer Journey Maps and Customer Behavior Illustrations to communicate ideas and build consensus across product, design, and development stakeholders
- Authoring End User Guides and Support Documentation
I was a key collaborator on multi-disciplinary teams that delivered delivered:
- A unique, personalized experience for affluent clients with a dedicated customer support team which was well received by business leadership and the target audience
Experience Design Specialist
Bloomin’ Brands; Tampa FL (on-site)
6/2015- 12/2016
As the first official Voice of our Guest and User Experience Design Advocate I was successful at introducing User Experience Design concepts, tools, and deliverables across all levels of the organization.
My accomplishments include:
- Collaborating with third party agencies to design brand aligned, customer centric applications
- Facilitating qualitative & quantitative user research
- Creating interactive design concepts
- Measuring Customer Success through usage behavior analysis
- Analyzing Customer Behavior for improvement opportunities
- Creating design assets for development (icons, images, and UI elements)
- Supporting User Acceptance Testing
I was a key collaborator on multi-disciplinary teams that delivered delivered:
- The inaugural Outback Steakhouse mobile app (iOS & Android) which exceeded adoption goals and achieved high app store ratings (4.8 out of 5 stars)
- The inaugural Carrabba’s Italian Grill mobile app (iOS & Android)which exceeded adoption goals and achieved high app store ratings (4.9 out of 5 stars)
- The inaugural Bonefish Grill mobile app (iOS & Android) which exceeded adoption goals and achieved high app store ratings (4.6 out of 5 stars)
- The Dine Rewards customer loyalty program experience which exceeded goals for customer participation
Senior User Experience Design Lead, Business Systems Analyst
Vanguard; Malvern PA (hybrid)
7/2000-5/2015
During my tenure with Vanguard I held many roles across a full spectrum of the User Experience Design & Business Systems Analysis Communities of Practice supporting multiple business lines, most significant was when I led a cross-site design team, working in collaboration with an external agency, in creating just-in-time design deliverables in support of an agile implementation of a major multi- year program.
My accomplishments include:
- Leading User Experience Design initiatives (User Research, Information Architecture, Interaction Design and Usability Testing)
- Working in partnership with business Product Owners, Design Peers, and Technical Teams to create intuitive and efficient interfaces
- Designing User Centric Solutions in multiple platforms (Responsive Web, Mobile Application Design – Native iOS and Android, Web Portal) working in waterfall and agile methodologies
My secondary responsibilities include:
- Facilitating Requirements Elicitation (Business Systems Analysis)
- Project Management (traditional project manager and scrum master)
I was a key collaborator on multi-disciplinary teams that delivered delivered:
- The inaugural online Fund Information experience which proved to be useful & understandable for a broad user base of investment professional and novices
- The inaugural Small Business website which was instrumental in enabling growth
- Quarterly web design experience enhancements
- Online electronic banking (ACH) resulting in customer convenience and fewer calls
- An industry leading Plan Sponsor experience that satisfied an emerging need for Human Resources Professionals and received accolades from users
EDUCATION
Mount Saint Mary’s University
Emmitsburg Maryland
Bachelor of Science; Business & Finance
Chubb Institute
Philadelphia Pennsylvania
Computer Programming Certificate; Client Server Technology
SKILLS
Advanced Level Skills
- User Experience Design (UI/UX)
- Product Design
- LUMA Certified Design Thinking Facilitator
- User Research
- Journey Mapping
- Information Architecture
- Content Strategy
- User Testing
- Articulating complex concepts in an understandable format
- Data Visualization
- Adobe Creative Suite (XD, Illustrator, Photoshop, InDesign)
- Sketch
- InVision
- Figma
- FigJam
- Mural
Evolving Skills (basic coursework completed)
- GenAI/ML/LLM
- AJAX
- React
EXPERIENCE
Across my diverse career I have performed many roles. While User Experience Designer is most prominent, I have also had success in other roles…
- Product Manager
- Design Thinking Facilitator (LUMA Certified)
- Team Leader
- Business Systems Analyst
- Scrum Master
- Project Manager (PMP)
- Information Architect
- User Interface Designer
- Usability Tester
- Researcher
- Information Systems Engineer
- Proprietor
- Mentor/Mentee
- Parent