Kevin Orsi

Experience

• Orsi CX Consulting

  CX Consultant

  Jan 2025 - Present

  Orsi CX Consulting is a company.

  • Shaping digital experience decisions through customer research and journey insights.
  • Deliver usability validation, journey mapping, and experience assessment to identify friction, prioritize improvements, and align teams around customer needs.
  • Clarify end-to-end user journeys and service blueprinting for existing digital experiences via qualitative research and usability evaluations.
  • Translate research findings into practical recommendations aligned with business constraints and decision timelines.
  • Facilitate customer journey initiatives to identify high-friction moments to guide CX investment.

• The Dean Jarrett Foundation

  Board Member

  Jul 2021 - Present

  The Dean Jarrett Foundation is a company.

• 

  Customer Experience at University of Richmond

  Advisory Board Member

  May 2020 - Present

  Richmond offers a top-ranked liberal arts education focused on personalized mentoring, strong academics, and engaged student life.

• 

  Markel

  Sr. Director, Customer Journey and Experience Design

  Mar 2020 - Sep 2024

  • Directed comprehensive customer experience strategies across multiple business lines, reimagining value delivery for customers and partners
  • Developed unified experience strategy that broke down organizational silos and created seamless customer journeys across broker and customer touchpoints
  • Pioneered company's first experience design discipline, deploying strategic frameworks that accelerated innovation across product lines
  • Leveraged customer research and data analytics to identify unmet needs and strategic opportunities, resulting in brand differentiation
  • Crafted holistic measurement framework that quantified business impact and secured executive buy-in for transformation initiatives
  • Designed strategic workshops with executive teams to align stakeholders around unified customer experience vision
  • Key Achievements:
  • Increased public website engagement by 10%
  • Reduced customer support calls by 5% while boosting zero-touch endorsements by 15%
  • Delivered first enterprise-wide design system aligning brand experience with customer expectations
  • Established Customer Centricity community of practice which increased the understanding and application of human-centered-design.
• 

  Wells Fargo

  Vice President Customer Experience - Community Bank

  Jul 2018 - Mar 2020

  • Developed comprehensive customer experience strategies that accelerated digital adoption while enhancing operational efficiency and customer satisfaction
  • Led mobile adoption initiatives bridging physical and digital experiences across national branch network
  • Employed strategic customer journey mapping to identify friction points and deliver innovative solutions
  • Collaborated with cross-functional teams including product, technology, and marketing to drive measurable outcomes aligned with business objectives
  • Key Achievements:
  • Elevated branch experience satisfaction scores by 10%
  • Realized significant operational efficiencies through targeted digital transformation initiatives
• 

  Wells Fargo

  Vice President Digital Customer Experience

  May 2014 - Jul 2018

  • Orchestrated digital transformation of sales and servicing processes across key customer segments and product lines
  • Reimagined customer discovery, evaluation, and acquisition experiences through holistic digital strategies
  • Led and mentored team of 5 product managers, fostering culture of experimentation and customer-centricity
  • Developed innovative testing frameworks to validate hypotheses and reduce implementation risk
  • Established strategic partnerships across marketing, technology, and business teams for seamless execution
  • Key Achievements:
  • Achieved 5% increase in application starts and 37% improvement in sales funnel performance
  • Advanced competitive positioning from 6th to 2nd place in independent industry benchmarking
• 

  Capital One

  Sr. Mobile Product Manager & Head of Mobile Research and Concepts

  Jul 2011 - Apr 2014

  • Directed experience strategy for mobile banking platform, setting visionary product roadmaps and customer-centric research initiatives
  • Launched first dedicated mobile research and concepts team while establishing frameworks for innovation prioritization
  • Led customer research efforts uncovering unmet needs that drove industry-first mobile features and accessible design solutions
  • Key Achievements:
  • Drove mobile adoption to over 4 million users in first year of launch
  • Launched industry's first mobile iPhone application for credit card servicing
• 

  Capital One

  Sr. Manager - Brand and Digital

  Feb 2005 - Jun 2011

  • Led integrated brand marketing and digital experience strategy across credit card, small business, rewards, and emerging digital channels.
  • Focused on aligning brand promise with digital execution during early growth of mobile and social platforms.
  • Identified and reduced drop-offs across key funnel stages through journey analysis and testing.
  • Recognized by Forrester for top-rated credit card shopping experiences through customer-centered digital redesign.
  • Developed internal training resources and communication plans to prepare teams for digital experience rollouts, ensuring alignment and readiness.
• 

  Capital One

  Sr. Brand Manager - Digital Brand Strategy

  Feb 2005 - Jun 2011

  • Developed integrated brand and digital experience strategies across small business, rewards, and emerging digital channels
  • Unified brand promise with digital execution, leading dynamic redesigns of online shopping and rewards experiences
  • Initiated expansion into social media and mobile applications, establishing standard for cohesive customer experiences
  • Key Achievements:
  • Earned top honors from Forrester Research for credit card shopping experiences
  • Established industry-leading position in mobile and digital servicing through continuous innovation
• 

  MARTIN*

  Program Supervisor

  Jan 2004 - Feb 2005

  When you impact culture, you impact sales.

  • Developed marketing and event strategies for sports marketing clients including: Olympus, NCAA, and Virginia Commonwealth University.
• 

  twotango collaborative®

  Account Supervisor

  Jan 2003 - Dec 2004

  For nearly 40 years we’ve put humans first. Even before brands. Two Tango entwines intelligent media and creative solutions to uncover the deepest connection between your audience and your brand. We like doing fun, innovative things that get big results.

  • Provided account leadership and marketing strategies to key clients including Performance Food Group, and the Virginia District Attorney's office.
• 

  Prophet

  Supervisor

  Jan 1999 - Dec 2003

  We develop digital marketing and sales strategies that win in the modern landscape.

  • Strategic and Creative Coach, helping Fortune 500 companies think differently about their marketing strategies, new product development as well as internal culture and values.
  • Specialized in Brainstorming/Ideation facilitation.
  • Clients included: The Weather Channel, Timberland, Kraft Foods, Rawlings Sporting Goods, Sea Doo.

• Siddal Matus and Coughter

  Account Supervisor

  Jan 1997 - Dec 1998

  Siddal Matus and Coughter is a company.

  • Developed marketing strategies and lead creative development for clients including the Virginia Tourism Corporation, and Virginia Film Office.

• Arnold Finnegan Martin

  Account Executive

  Jan 1995 - Dec 1997

  Arnold Finnegan Martin is a company.

  • Created Marketing and Brand Strategies for: Riggs National Bank, McDonald's, Klockner Pentaplast.