Personalizing client experiences at one of the country’s largest private banks.
With a foundation in cognitive psychology, I’ve spent the last five years leading UX initiatives at PNC Private Bank, personalizing client experiences through digital tools like online onboarding and data-driven services. Alongside that work, I’ve also been developing the team’s AI design skills, helping define how we use AI-assisted workflows inside a highly regulated environment. Both tracks get measured the same way: against the KPIs that build and retain a loyal client community.
Screens are confidential under PNC's NDA.
Screens are confidential under PNC's NDA.
- Role
- Lead UX Designer
- Client
- PNC Private Bank
- Focus
- Communication Tools (B2B & B2C)
- Background
- UX Design & Cognitive Psychology
What I Can Share
Supporting communication tools for advisors and clients.
Client screens and detailed flows stay under NDA. These are the features I’m able to describe publicly.
Secure Messaging
Created a new visual experience for both advisors and clients post-MVP, with visual indicators informing clients of the advisor's status.
File Uploader
Designed and developed the file uploader experience shared by advisors and clients, with visual and progress indicators serving both Secure Messaging and Doc Share features.
Email Communications
Designed a set of transactional email templates used across both advisor and client communications, tested across multiple email clients and adopted business-wide as the principal format. The design later inspired the retail team to build similar emails.
Walkthrough & Education Guides
Supported in-product walkthrough guides and education guides that help advisors and clients understand features as they roll out, including a contribution to the resource center's component library and the UX patterns documenting how those components are meant to work.
Preclient Personal Details
Supported the Preclient Portal by creating a set of visual indicators that help advisors track and communicate a prospective client's details ahead of onboarding.
AI Design Skills
Developed design capabilities and workflows for AI-assisted tools, helping define how the team approaches AI-driven design inside a highly regulated banking environment.
PNC Private Bank
“It was a pleasure to work with Luis on the same team and I appreciated his thoughtful and collaborative approach as well as his flexibility in the face of changing needs. His diverse skill set goes beyond his UX/UI expertise to include excellent illustration and he keeps a very fast pace with his work. Luis is a fast learner who is proactive about staying current with the changing UX landscape and toolset, and he even led a series of Figma learning sessions for all teams in our area. He is an asset to our group.”
Digital Product & Strategy Lead Sr.
Want More Detail?
The full case study stays under NDA.
Screens, flows, and detailed outcomes for this project are confidential, so I can’t hand those over directly. Happy to walk through more of it in a conversation instead.