Lead a globally distributed team responsible for formulating and executing the strategic and operational plan to collect, analyze, and drive actions on omni-channel member data. Partner with Product, Operations, Marketing, and Sales leaders to drive desired outcomes across experience, revenue, and cost KPIs.

Product leader driving strategy to integrate standalone Customer Servicing products into a single Conversational AI engagement platform, developing go-to-market strategy, and partnering with Sales leaders to drive deal closures.- Integrated, enhanced, and brought to market an acquired Journey Analytics company as a new SaaS offering, partnered directly with Sales to close the first production deal.- Led cross-functional initiative to define and launch a new data and BI visualization capability to enable consistent self-serve reporting across the entire product suite, solving a primary pain-point expressed by multiple strategic accounts.- Served as a Subject Matter Expert (SME) in CX strategy and Omni-Channel analytics, driving the success of strategic enterprise deals and renewals through close collaboration with Account and Client executives.

Reported directly to the Chief Product Officer, led teams responsible for defining and designing features aimed at solving current and future Journey Analytics problems through a combination of User-Centered Design techniques, rapid prototyping, client feedback, and agile delivery methodologies- Designed and launched a completely revamped core product (Fox) to enable best-in-class Journey Analytics, resulting in increased sales, faster user onboarding, and lower support costs. - Led product innovation team in designing, developing, and launching company’s first net-new product in 7-years (Trace), providing Sales with a low-cost solution to unlock new markets and cost-effective Journey Analytic pilots.- Led agile transformation efforts to enable faster speed to market, increase user NPS, boost product quality, and improve employee engagement.

Led high performing customer-facing teams accountable for pre-sales support, implementation, CX strategy and analytics consulting services, and ongoing customer success. Focused on top enterprise clients in Financial Services and Telecom verticals, leading pilots and production deployments for the largest deals in North America, Europe, and Australia. Project highlights include:- Handpicked by the C-Suite for an international assignment in Australia, successfully establishing the first APAC client delivery and success teams which directly contributed to +250% ARR regional growth within 18-months.- Spearheaded the deployment and adoption of a journey-centric CX analytics program for a leading North American Credit Card provider, leading the cross-functional team to deliver $18M in cost savings, 23-point NPS lift, and implementation of a custom self-service dashboard for performance monitoring.

Responsible for the overall software and services engagement at key enterprise accounts. Directed a geographically dispersed team of consultants to create and execute implementation roadmaps to demonstrate short-term value while building for the longer-term platform. Utilized journey analytics to pinpoint customer experience inefficiencies and cost savings.

Strategy consulting professional with a focus on competitive analysis, business process improvement, and market research via project-based work in Financial Services, Manufacturing, and Healthcare.

Selected as one of three people to participate in the pilot year for the UNC Minor in Entrepreneurship in partnership with the Kenan Institute of Asia. Through a combination of stakeholder interviews and a review of current operating procedures was able to provide key recommendations aimed at improving manufacturing efficiencies.