Miki Van Cleave
She/her
Chief Design Officer
Chase
Miki Van Cleave is the Chief Design Officer at Chase.
Over her six years with the bank, Miki has helped launch new products and experiences for Chase customers and employees, such as Blueprint, Chase First Banking and Path to Free. Miki built new design teams for CCB, and she champions meaningful design practices such as Service Design, which is creating more consistent, interconnected experiences.
Prior to Chase, Miki was an executive at USAA Federal Savings Bank, where she held several leadership roles, including leading the bank innovation team and running strategy and design for the auto experience product.
Miki resides in Texas with her husband and two children.
Talk
Service Design at Chase: A Seat at the Table
Chief Design Officer Miki Van Cleave will provide an in-depth look at the operations of Chase's expansive design department within its tech ecosystem.
Her presentation will include a panel of Chase's service designers who will delve into how their teams are integrated to create innovative experiences, enhance customer interactions and cultivate Service Design as a promising career path at Chase.
This engaging discussion is set to offer valuable insights into the future of Service Design in large organizations.
Panelist
Tonya Browning
Head of Design & Customer Experience for Operations, Finance and Tech
Chase
Tonya Browning's journey began in a small town, where her passion for technology was nurtured by curiosity and hard work. As the daughter of teachers, she learned the value of education early on, which fueled her desire to push boundaries and explore new territories. Throughout her career, from startups to global enterprises, Tonya has been drawn to the intersection of technology and human connection. She focuses on how digitally enabled experiences can improve lives, businesses, and communities. Known for her ability to build and lead high-performing teams, Tonya's approach is grounded in empathy with a focus on enterprise outcomes.
For the past three years, Tonya has been the creative force behind design for Chase’s Operations, Finance, and Technology portfolios. Her team supports Chase Operations, servicing over 85 million US customers. Additionally, Tonya's team supports technology products such as API Marketplace experiences for partners.
Tonya's career spans top companies like PayPal, Cigna, Visa, and Dell, and she has also ventured into the startup scene, including running her own. A champion for creating transformative experiences for people of all abilities, Tonya holds a Ph.D. from the University of Texas at Austin, where she also taught Design courses. Based in Austin, Tonya and her family enjoy the good life with access to the holy grail of food: Barbeque and Tex-Mex.
She/her
Panelist
Brandon Anderson
Service Design Executive Director
Chase
Brandon Anderson is a senior service design leader with over 15 years of experience shaping how organizations deliver meaningful, human-centered services at scale. As Service Design Executive Director at JPMorgan Chase, Brandon leads teams designing next-generation CRM platforms, service models, and orchestration layers that empower tens of thousands of employees across thousands of Chase branches to build trusted relationships with customers.
Brandon holds a master's in service design from the Savannah College of Art and Design (SCAD) and has built his career across major financial institutions, agencies, and technology firms, including Deloitte Digital, USAA, AIG, IBM, and Salesforce. His work bridges strategy and delivery, uniting people, processes, and platforms to reimagine complex systems and create experiences that drive both business performance and hospitable human connection.
A passionate advocate for advancing the discipline, Brandon champions the shift from “transaction to trust,” positioning service design as a catalyst for relationship-building in large, highly regulated enterprises. He is particularly focused on the intersection of service design and emerging technologies such as agentic AI, exploring how intelligent systems can augment human capability and transform the future of work for front-line employees.
Outside of work, Brandon is active in Austin’s design and arts community, mentoring students and emerging designers. He enjoys hiking, surfing, and cultivating shared experiences with friends. Brandon is a proud uncle to three amazing nephews.
He/him
Panelist
Will Coombes
Head of Design & Customer Experience for J.P. Morgan Wealth Management
Will Coombes has championed the value of human-centered design and empathetic leadership throughout his 25-year career, working across start-ups and Fortune 50 companies to build large-scale design and engineering practices.
Currently, Will is the Head of Design for JP Morgan Wealth Management, responsible for omni-channel experiences across Planning, Managed Client, and Online Investing channels. His teams design digital financial tools and self-directed trading platforms, contributing to $1 trillion in Assets Under Management for JP Morgan Chase. Their work has been recognized by J.D. Power (Best Digital Experience in Wealth Management, two years in a row) and Wealth Plan, a Real Simple Smart Money Award-winning planning application.
Prior to JPMC, Will spent 18 years at Visa, building a global Design practice and serving as the site leader for Visa Austin, the company's second-largest U.S. location. His role included Design partnership across all Visa Product verticals, including back-office and employee experiences. He also built Visa’s Design Agency practice, partnering with Visa’s issuing banks and merchant partners to offer leading-edge research and insights for the payments industry. He started his career in the mobile application space, delivering some of the earliest mobile web experiences for companies including The Financial Times and Verizon. He holds multiple patents related to e-commerce.
Will has worked extensively with the Greater Austin Chamber of Commerce, serving as Vice Chair of the Talent Council in 2017/18, recruiting technology companies to the Austin area, and advocating for STEM initiatives. He studied scenic design at Trinity University in San Antonio and is a graduate of the American Musical and Dramatic Academy in NYC. He is a fervent advocate and supporter of the arts.
He/him
