Monica Johnson is proud to be the strategic visionary for both human-centered design and process engineering for Business Process Management (BPM) in Human Resources at Wells Fargo. Monica has a passion for using a combination of human-centered design and process engineering techniques to achieve balance between a meaningful customer experience and efficient and effective processes-driven operations. Monica is an advocate for service design and management to focus on creating a compelling customer value proposition built upon a solid service delivery solution foundation.

Monica has certifications in Design Thinking, Lean/Six Sigma, and ITIL/ITSM, which compliment a formal education in Information Technology, Business Process Management, and Organizational Leadership. Monica holds a Bachelor’s Degree in Organizational Leadership from Colorado State University-Global Campus and a Master Certificate in Business Process Management from the University of Minnesota-Twin Cities. Monica has practiced these disciplines for 15+ years within Information Technology, Mortgage, and Human Resources.