Carol Chung

I am currently a Content Designer with CIBC, having helped launch the CIBC Costco credit cards, a cookie consent management platform, and the Canada Emergency Business Account (CEBA) repayment solution, among other products and services. I collaborate with UX designers and researchers, product and marketing teams, accessibility specialists, developers, and more to shape product direction and strategy, simplify and improve user experiences, and deliver results across acquisition, activation, and retention for the bank.

For example, in 2023 I worked on optimizing parts of CIBC’s acquisition flow for credit cards and deposit accounts to reduce customer errors and boost application completion rates. By updating existing instructional content; adding UX copy encouraging customers to make a selection from one dropdown menu; and adding a heading to another dropdown menu that was often overlooked, I helped the bank book an additional 800 credit cards per week.