Kristy De Santis, Ccxp
About Kristy De Santis, Ccxp
Kristy De Santis is the Executive Director and Head of Customer Experience Center of Excellence at Chase, where she has worked since 2022. She has a background in marketing and customer experience, with previous roles at Chase, Alliance Data, and the Girl Scouts of Ohio's Heartland.
Work at Chase
Kristy De Santis serves as the Executive Director and Head of Customer Experience Center of Excellence at Chase, a position she has held since 2022. In this role, she focuses on enhancing customer experience strategies and initiatives. Prior to this, she worked as Vice President of Core Deposit Products Marketing & CX Strategy at Chase from 2019 to 2022. During her tenure, she redesigned the deposit onboarding marketing series, impacting 5.6 million customers and generating $528 million in annualized net present value.
Education and Expertise
Kristy De Santis earned a Bachelor of Arts degree in Mass Communications with a minor in Interactive Media Studies from Miami University. Her educational background provides a solid foundation for her career in marketing and customer experience. She also completed her secondary education at Piqua High School, further establishing her early commitment to academic achievement.
Background
Before her current role at Chase, Kristy De Santis held various positions that contributed to her expertise in marketing and customer experience. She worked at the Girl Scouts of Ohio's Heartland as Assistant Vice President of Marketing and Communications from 2014 to 2015. Additionally, she served as Project Director at AmeriCorps and as Marketing Manager at Ferguson Construction Co. Her international experience includes working with the United States Peace Corps as an International Community Resource and Education Specialist in South Africa.
Achievements
Throughout her career, Kristy De Santis has led significant initiatives that have resulted in substantial financial savings and increased organizational awareness. She led a team that identified and saved $9 million annually through proactive IVR non-containment analysis. At Alliance Data, she created the first B2B2C cardmember communications function, generating $2.8 million in incremental sales. Furthermore, she drove 73% organizational awareness of customer experience priorities within six months of establishing the CX practice.