John Lee | Work

Selected work.

Four stories about making complex systems feel simple for the customer: membership platforms, transactional CRM, rewards payments, and co-brand growth.

RBC Avion Rewards Platform & Payments

Opening Avion to non-bank members meant building money movement customers never had to think about.

Rewards PlatformPaymentsConsumer GrowthMobile & Web

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Arc'teryx Membership & Customer Engagement Platform

Connecting guest relationships across retail, digital, and service without defaulting to another points program.

MembershipCustomer PlatformsProduct StrategyIntegrations

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HBC Mastercard | Financial Product Growth & Lifecycle

Credit card value shows up after approval: activation, repeat spend, and portfolio economics.

Credit CardsFinancial ProductsGrowthCustomer LifecycleP&L

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Aeroplan Co-Brand Cards & Digital Growth

Co-brand card growth across three issuers: one customer journey, many partner handoffs.

GrowthCo-Brand CardsAnalyticsPartner Integrations

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Arc'teryx Transactional CRM Infrastructure

When a shipment email fails, customers do not blame the template. They blame the brand.

CRM InfrastructureLifecycle CommunicationsPlatform ReliabilitySystems Integration

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What connects this work

Across membership, CRM, and rewards, the pattern was the same: customer activity lived in too many systems, and the product job was to make that complexity invisible at the moment of use. Different domains, same muscle in platform thinking, regulated delivery, and engagement that earns trust over time.

Cross-channel identity
Regulated delivery
Engagement at scale

How I approach product →