M Song

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M Song

M Song

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Biography

Cornell University - Languages

Digital Transformation, Servicing, Product Management and Development
Internet
Moses
Song
Greater New York City Area
I am a digital product and strategy executive delivering innovative experiences within the customer journey to maximize customer engagement, satisfaction, and usage. My expertise includes digital product management, business analysis, content management, and web analytics in both waterfall and agile SDLCs. I drive strategic program development and execution for channel engagement in self-service (web, mobile app, IVR) lower cost to serve (social, chat, messaging), omni-channel servicing strategies, and improved throughput within a complex and matrix style organization. I pride myself in leading and developing teams to thoughtfully engage with user centered design practices and data driven actionable insights to lead transformation or iterative enhancements.

Experience

  • MetLife

    AVP Digital Transformation

    Led multiple digital programs transforming the servicing experience across all actors and products. Managed business teams across PM, UX, CMS, Product, Ops, and UAT to deliver ADA/508 compliant and responsively designed experiences with Content Management and Analytics capabilities.

  • E*TRADE Financial

    Product Manager

    Responsible for improving the customer experience for our existing digital product set and implementing new digital products that arose through innovation and regulatory needs.

    Specific product responsibility: Online Fraud Detection and Prevention Suite, Digital Security ID Tokens, Brokered Certificates of Deposit, and ACH QuickTransfer

  • Accenture

    Business Strategy Manager

    Deliver a digital service experience that works seamlessly with analog and face-to face channels. Optimize and personalize the experience across these channels to drive reduced cost-to-serve via increased self-service, and improved revenue and retention via improved customer experience.

  • JPMorgan Chase

    Senior Product and Strategy Manager

    Responsible for researching, understanding, and implementing creative solutions to our customer’s digital experience given pressing time, budget, and resource constraints. I've worked in the Card and Retail lines of businesses at Chase.

    I worked on ways to improve the new customer journey and on-boarding experiences in addition to fraud detection and prevention experiences.

    I have worked on products that simplify payments & deposits in our digital channels as well as new opportunities to migrate customer interactions to lower-cost digital channels. I have also worked on the Alerts, Multi-Factor Authentication, and QuickDeposit products.

    I was also responsible for managing the relationship with our Fraud and Risk partners as they request regulatory and compliance related projects to the digital space.

  • B-Line Medical

    Project Manager

    Managing the integration of medical simulation software and hardware alongside Audio/Video systems into client sites to help improve training, testing, and education of those in the medical field.

Education

  • Cornell University

    Bachelor of Arts

    Economics and Sociology

  • The Ohio State University - The Max M. Fisher College of Business

    Master of Business Administration (MBA)



Positions

  • Working Professional MBA Student Council

    Vice President

  • Working Professional MBA Student Council

    Vice President

  • Cornell Club of Greater Philadelphia

    VP of Communications

  • Working Professional MBA Student Council

    Vice President

  • Cornell Club of Greater Philadelphia

    VP of Communications

  • Asossciation of Product Management and Product Marketing

    Member

  • Working Professional MBA Student Council

    Vice President

  • Cornell Club of Greater Philadelphia

    VP of Communications

  • Asossciation of Product Management and Product Marketing

    Member

  • Usability Professionals' Asosciation

    Member

  • Working Professional MBA Student Council

    Vice President

  • Cornell Club of Greater Philadelphia

    VP of Communications

  • Asossciation of Product Management and Product Marketing

    Member

  • Usability Professionals' Asosciation

    Member

  • Working Professional MBA Student Council

    Vice President

  • Cornell Club of Greater Philadelphia

    VP of Communications

  • Asossciation of Product Management and Product Marketing

    Member

  • Usability Professionals' Asosciation

    Member

  • Working Professional MBA Student Council

    Vice President

  • Cornell Club of Greater Philadelphia

    VP of Communications

  • Asossciation of Product Management and Product Marketing

    Member

  • Usability Professionals' Asosciation

    Member

  • Working Professional MBA Student Council

    Vice President

  • Cornell Club of Greater Philadelphia

    VP of Communications

  • Asossciation of Product Management and Product Marketing

    Member

  • Usability Professionals' Asosciation

    Member

  • Working Professional MBA Student Council

    Vice President

  • Cornell Club of Greater Philadelphia

    VP of Communications

  • Asossciation of Product Management and Product Marketing

    Member

  • Usability Professionals' Asosciation

    Member

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KOR 1102

5(1)

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  • Credit hours: 0

KOREA 1101

5(2)

  • Level:
  • Credit hours: 0
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