Monica J. Johnson

Service Design Strategist Wells Fargo

Monica Johnson is proud to be the strategic visionary for both human-centered design and process engineering for Business Process Management (BPM) in Human Resources at Wells Fargo. Monica has a passion for using a combination of human-centered design and process engineering techniques to achieve balance between a meaningful customer experience and efficient and effective processes-driven operations. Monica is an advocate for service design and management to focus on creating a compelling customer value proposition built upon a solid service delivery solution foundation.

 

Monica has certifications in Design Thinking, Lean/Six Sigma, and ITIL/ITSM, which compliment a formal education in Information Technology, Business Process Management, and Organizational Leadership. Monica holds a Bachelor’s Degree in Organizational Leadership from Colorado State University-Global Campus and a Master Certificate in Business Process Management from the University of Minnesota-Twin Cities. Monica has practiced these disciplines for 15+ years within Information Technology, Mortgage, and Human Resources.

Main Conference Day 2

Wednesday, June 24th, 2020

8:45 AM Opening Discussion: Transform HR with Service Design Principles

·         An overview of service design and how to apply it toward a service-oriented, consumer-grade team member experience
·         A use case of an organization-wide team-member transformation, using service design blueprints
·         Considerations for organizations seeking to apply service design methodologies into their current infrastructure

Check out the incredible speaker line-up to see who will be joining Monica J..

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