Abigail F. Email & Phone Number

Texas, United States

Seattle, Washington, Us

- Spearheaded the development and execution of a comprehensive website redesign roadmap, enhancing the company's transition to consumer-centric digital experience and contributed to a robust product backlog that propelled business growth. - Directed development of the business value framework, outlined over 60 KPIs (key performance indicators) with recommended reporting cadence and appropriate system of record. - Championed Microsoft 365 Copilot and assessed client’s readiness by delivering engaging design thinking workshops, interviews, and surveys. - Empowered Copilot adoption through thoughtful deployment prioritization for 300 licenses, 8 role-based personas (use cases), and structure roadmap with over 50 items! - Developed a business value framework and outlined business drivers for the Lotus Notes migration project. Quantified the business value at over ~$10 million over a 3-year time frame.

Seattle, Washington, Us

*Experience Implementing, Owning, and Driving*- Drove MarTech (marketing technology) software development efforts by conveying a compelling vision to the team, outlining real-life use cases, prioritizing product backlog, participating in technical discussions and evaluating limitations based on technical constraints.- Led the evaluation and selection process for a CDP (customer data platform) tool by developing a comparison model, liaising with senior stakeholders and candidate vendors, and running a proof-of-concept resulting in 35% cost reduction.- Facilitated cohesion and fostered coordination across business units via 3 virtual design thinking sessions to implement multichannel customer experience strategies - Oversaw the product & software development lifecycles from initial ideation to launch, and ongoing sustaining operations post-release through self-service training materials (OCM / change management). - Planned and implemented data-gathering & feedback strategies to monitor campaign KPIs and measured how software applications are meeting customer and business needs- Owned the implementation, evolution, and management of our overall CX Analytics suite, ensuring broad access to customer insights.- Customized design thinking session to collate industry analysis, customer feedback and business objectives into a successful launch of a digital journey website- Succeed in a highly matrixed, cross-functional, and fast-moving environment by prioritizing workload.- Taught others CX skills, capabilities, and how to utilize MarTech stack (marketing technology stack) allowing fellow colleagues to drive customer-focused change across the organization.- Amplified empathy and understanding of the customers pain points using VOC and data, and owned the solutioning (ideation to implementation) to resolve these issues through a redesign e-commerce experience.

Seattle, Washington, Us

*Experience in Customer Research, QA, and Design* - Leveraged CX data to derive customer insights, measurement, ROI analysis to formulate intranet implementation strategy in collaboration with senior leadership; generated $10+ million in operational savings. - Developed test plans (A/B tests), defined a hypotheses and relevant success metrics, and executed experiments increasing customer acquisitions by 20% and decreased cost per acquisition by 35%.- Analyzed impact and effectiveness of website personalization changes on customer retention; identified features of customer behavior and recommended additional optimization opportunities (nurture journeys, personas, etc).- Designed strategy for large-scale operational transformation initiative encompassing 10,000+ full-time employees (FTEs), resulting in 700 FTE savings- Led preparation for annual campaign post mortem meeting with chief marketing officer; achieved 14% growth vs. -8% trend year-over-year- Managed team of four to redesign global customer (partner) onboarding process for b2b client, leading to synchronized on-boarding and 18% increase in cross selling opportunities across business divisions.- Developed personalization requirements based on customer base, cultural/regional differences, and implicit/explicit data resulting in enhanced customer experience and uptick in 25K monthly website visits.- Championed customer’s needs via monthly surveys. Adapted customer experience based on market trends and voice of customer data increasing average time on platforms by 20%.- Built complete website audience strategy for over half a million partners and liaised with 6 different teams (engineering, design, compliance, privacy, business stakeholder, vendors, analytics).- Leveraged customer segmentation to deliver personalized experiences, backed by data and in-depth research, listening signals, heatmaps, leveraging AI/ ML driven targeted interventions.

Armonk, New York, Ny, Us

Consulting by Degrees is a program within IBM’s consulting branch, Global Business Services, that focuses on cultivating and developing leaders across various industries over a two year rotational program. CATalyst Designer | (Please see "CATalyst Designer" Job for more information) Pfizer - Project Coordinator • Aligned goals across markets, strategies, capacities, and roadmaps. • Boosted delivery and scheduling efficiency by increasing internal communication by 150% • Managed Change Advisory Board (CAB) meetings & processes while delivering all operating activities • Developed project strategy playbook for systems integration for upcoming tasks while monitoring timelines and requirements on JIRA tool across multiple markets (remote, local, aboard)• Led the day-to-day execution of consulting projects and ensuring successful delivery of client requirements within the scope of the engagement• Mitigated between business discussion and disputes for optimal conflict resolution • Worked cross-functionally, solved complex problems, quantified impact, and influenced using data.• Analyzed timelines and predicted failures and used cognitive capabilities to determine cause of failure (delay), create maintenance orders, suggest solutions, and determine opportunity owners. • Identified and evaluated options for implementing business systems and ensures effective use of information systems while balancing the desired requirements, technical limitations, and schedule demands• Prepared timely ad hoc utilization business reports, analysis, and data visualization for executives • Managed a cross-functional, global team of 100+ owners (users, stakeholders, subject matter experts, and vendors) to build an online reporting tool. Successfully drove goals for standard operating procedures

Armonk, New York, Ny, Us

Team Lead • Monitored team effort against established timeline and reported project status with the advisory board during weekly meetings • Generated marketing information to circulated company-wide, such as training documents, status blogs, newsletters, team meetings, and videos • Optimized time management and deliverable turnover time by aligning reports with skills and project which decreased idle time by 15%.• Initiated bi-weekly newsletter communication that increased internal communication and meeting attendance by 40%• Researched customer and industry trends to identify and develop solutions to enhance the product• Recommended innovative alternative solutions to expand on the team members’ established capabilities • Ensured team members prepared quality products and completed orders efficiently• Oversaw the distribution of account hrs based on need and deliverable • CATalyst - Creative Asset Team that sparks design change and action within IBM Lead Trainer • Trained a team of 8 in Adobe suite (Photoshop, Illustrator, Acrobat, and InDesign), basic design principles, and how to create a visual board that hones in on the essence of the targeted brand/deliverable• Collaborated on internal cost allocation that decreased the cost and time for training by 25%• Identified inefficiencies from past training events and made recommendation for process improvements• Resolved skills gaps with team members with one-on-one training sessions • Built and maintained effective account collections hub and monitored deliverables to ensure compliance with company’s standard Team Member • Worked on 15+ RFP (Request for Proposal) engagements representing $350m in pipeline that generated $205m in signed revenue• Delivered sales materials in the form of iPDFs, videos, journey maps, brochures, and presentations • Created marketing materials in Adobe Illustrator to highlight experience, capabilities, and increase brand awareness

Armonk, New York, Ny, Us

• Enhanced communication among the 150 members by upgrading internal communication channels • Created over five presentations, sales flyers, and brainstorming documents for Fannie Mae• Supported Managing Partners and developed creative solutions to administrative issues

New York, Ny, Us

• Developed campus specific marketing strategies • Coordinated direct sales events to increase brand presence through peer-to-peer strategies

Us

• Generated brand awareness through traditional and non-traditional marketing channels• Engaged consumers by means of product giveaways and incentives • Created marketing material used on campus• Conducted sales campaigns through social media marketing and word-of-mouth strategies,