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Adam Mitchell is a transformational leader with more than 20 years of experience in contact center technology, customer experience and operations at Fortune 500 companies. He currently serves as assistant vice president and managing director of Enterprise Business Technology at Voya Financial, Inc. where he drives impactful enterprise strategies and roadmaps to deliver best-in-class customer experiences. Most recently, Adam was instrumental in the company's move to a cloud contact center platform to enable secure, outcome-based, omni-channel interactions and more personalized experiences for its customers.
Prior to joining Voya Financial, Inc., Adam spent more than 15 years at JP Morgan Chase. During his tenure, he progressively moved into roles of increasing responsibility including managing critical elements of high-volume, multi-site card services and retail banking contact centers. His expertise spans a wide range of technical and business disciplines across customer experience such as developing and managing telephony, routing, IVRs, self-service channels, biometrics, anti-fraud, digital, bots, voice and emerging channels and more.