Led product and marketing initiatives to enhance real-time omni-channel customer experiences across mobile, web, email, SMS, and IVR across Capital One. - Focused on delivering over $100M in operational savings or revenue increases through customer-centric initiatives and a comprehensive digital strategy with agile development practices.- Spearheaded digital campaigns that significantly improved customer engagement and retention by optimizing real-time interactions across all channels.

Spearheaded digital strategic initiatives for growth and innovation across IKEA, managing a €120M annual budget and a product team of over 60 managers.- Oversaw the development and execution of growth strategies in Remote Selling, B2B, Customer Service, Financial Services, Home Services, Food, Energy, and Circular initiatives for IKEA Global.- Drove new digital product development (leveraging agile) and marketing efforts, resulting in incremental revenue streams, including 10% increase in annual B2B sales and a 12% increase in average in-store food orders.- Planned and executed a global re-platforming of all contact centers, retiring 800+ local solutions and achieving significant annual savings while enabling real-time customer insights.

Drove the growth and service of eCommerce across IKEA through enhanced marketing and expanding digital options available to customers for both servicing and purchasing. Addressed continued increase in demand for customer service (both pre- and post-purchase) through empowering customers to solve and address challenges via different digital channels. - Designed customer journeys and determined opportunities for creating digital solutions to improve overall customer service. Deployed 10+ new digital self-service experiences/solutions including a global AI based chatbot - Doubled self-service usage, resulting in $24 million in savings while handling additional 7 million contacts (20% of all contacts handled via self-service channels) - Delivered a shift to digital-first, remote sales by 75% to over 1.2BEUR

Managed strategy and alignment with digital portfolio across digital channels (web, mobile web, and app) with annual budget exceeding $50 million. Facilitated development and management of all governance processes and prioritization of digital initiatives, with focus of aligning against overall organizational strategy.- Guided digital channels to 20% increase of year-over-year revenue and room nights booked- Grew app downloads by 30% and active user base by 40% through a combination of feature development and associated marketing efforts

Program owner and product manager across multiple global products. Worked across the organization to implement and drive results by creating the overall strategy, business cases, development and implementation approach. Executed on implementation approach by coordinating product teams, managed backlogs, identified and resolved issues and risks, managed budgets, developed marketing strategy and overall deployment. - Managed Marriott Mobile Guest Service, consisting of $20 million annual budget- Developed and deployed Mobile Check in and out, Mobile Request and Chat, Mobile Food and Beverage, and Mobile Key across 7,000+ hotels- Achieved success with 30% of reward members regularly using services to drive overall increase in guest satisfaction and customer loyalty exceeding 45M interactions

Head of Resource Analysis Unit (Unit Chief), 2012-2014                                                                                 Managed the FBI’s $4.9 billion personnel budget and allocation of 37,000 positions. - Developed extensive data model to drive the allocation of FBI agents across criminal, cyber, and terrorism across all 50 Field Offices- Led resource planning for business continuity at bureau in case of natural disaster, major terrorist attack, or other activity otherwise threatening business activity. Head of Internal Consulting Group (Unit Chief), 2009-2012Led a group focused on strategy and operations projects for FBI senior management. Combined external consulting experience with internal bureau knowledge to diagnose issues, develop recommendations, and implement solutions.  - Drove development of National Tip Center for handling all complaints and tips across all 56 field offices, saving bureau millions of dollars in personnel costs and integrated intelligence across all offices. - Re-vamped the FBI professional staff position to enable the shift from criminal focused to terrorism and cyber.- Led the product development of financial subpoena requests to automate the receipt of millions of financial records savings thousands of hours of manual work leaving to expedited arrests and case closures

Developed supply chain transformation strategy for US Postal Service by analyzing and improving asset visibility and processes. Oversaw implementation of transformation strategy, with annual savings of $50 million. Managed product development team for FedEx/US Postal Service premier international shipping product in effort to streamline sales process and improve overall sales. Implemented strategies that eliminated sales obstacles resulting in 70% growth over prior year.