• Owned operations for a Software as a Service (SaaS) customer experience (CX) management tool for credit unions in the US and Canada, overseeing product management, client success, team leadership, strategic planning, business development, budgeting, and vendor relations.• Successfully converted clients from the previous organization to MemberXP, maintaining the service levels of a smaller company through addition of a CRM system and implementation of a helpdesk ticketing system that stimulated operational efficiencies.• Championed process improvement and automation, streamlining data mining, collection, analysis, and cleaning procedures to obtain massive time savings and enable optimal resource allocation.• Supervised all online and digital marketing efforts including search engine marketing (SEM), LinkedIn and social media promotions, and retargeting activities, expanding brand awareness and driving sales.• Maintained a cutting-edge customer experience by adding advanced reporting, analytics, and metrics, including a proprietary calculation for the credit union industry that delivered actionable insights.

• Selected for the role due to analytics background for the purpose of augmenting the rewards program, guiding all operations including strategic partnerships, marketing, sales, and product development.• Spearheaded extensive research into the user experience (UX), creating focus groups and conducting surveys to obtain qualitative and quantitative information that resulted in data-driven feedback.• Stewarded team building, growing the department by recruiting and hiring high-quality talent while providing coaching to spur development and retention.• Led business development and program management, creating new products and services and outreaching to clients to generate revenue.

• Managed the marketing and member experience (MX) department, involving oversight of a team, creating and allocating a budget, and orchestrating strategic planning for the credit union that upheld a member-centric brand.• Established a data analytics team from the ground up, hiring and training personnel, identifying necessary data sources and tooling, and building a predictive analytics program to generate insights.

• Led product management for all service lines and channels, creating a comprehensive rewards program that remains in use to the present due to excellent member experience.