Responsible for remote service delivery strategy and Contact Center operations, handling some 75,000+ member interactions monthly (phone, email, chat and social) from two Washington State locations. Develop and guide an effective leadership team in the management of day-to-day operations and some 120+ employees committed to delivering the highest quality member service and supporting our branches and back-office partners. Provide strategic direction and establish business objectives to adapt to changes in members’ utilization of remote channels, digital products and self-services. Sponsor initiatives and programs seeking to continuously improve operational efficiencies, expand member self-services, simplify agent/member experiences, drive improved digital experience and greater pull-through, and apply artificial intelligence and business process automation, while achieving sales, service and satisfaction goals across remote channels.

Consult banks, credit unions and financial services companies to realize their vision and achieve desired outcomes in web, mobile and tablet banking, money movement, account opening and lending, loyalty rewards programs, customer experience, and emerging digital channels innovations, with consideration to market opportunities, customer needs, business priorities, and profitability. Offer services in areas such as market assessment, competitive analysis, strategy, roadmaps, design concepts, pricing models, business case, requirements, build vs. buy, vendor & technology appraisal/ recommendations, application & technology integration, operations, risk management, product launch and marketing plans. Champion initiatives that necessitate business/process changes, new/unique vendor relationships, and/ creative solutions to achieve objectives and realize business benefits. Solve business problems around growth, differentiation, costs, complexities, rapidly changing landscapes and emerging opportunities in digital banking & payments by utilizing industry experience and in-depth knowledge of vendors, products, customers and competitive landscape; and also by leveraging product management experience gained at several financial technology companies and a regional bank recognized for its entrepreneurial approach, innovative use of technology, and distinctive banking solutions.

Led Umpqua Bank's Digital Channels product team with the goals of creating competitive advantages, generating sales, improving efficiencies, raising brand awareness, increasing customer loyalty, and enhancing market position over a sustainable period.Reported directly to EVP of Product Strategies with close collaboration and sponsorship from EVP of Marketing, EVP of Community Banking, and the Chief Information Officer.KEY CONTRIBUTION – Led the “Digital Customer Experience & Channel Strategy” (DCX) program.The DCX program was an industry-leading product strategy and development initiative to deliver a highly differentiated and engaging digital customer experience throughout the customer lifecycle, and across lines of businesses. A key objective of the DCX program was to provide financial products and services in the digital channels in a relevant, intuitive, and valuable manner consistent with Umpqua Bank’s brand promise, and reputation for innovation in the store channel and community connectedness. Key challenge was to achieve this within resource and funding constraints of a regional bank versus a large, national financial institution.The technical solution centered on selecting an advanced multi-channel banking platform that not only enables the user interface to be decoupled from its underlying services, but also provides superior extensibility to integrate best of breed vendor solutions of distinct services. Benefits to the bank include complete control over the customer experience, higher pull-through, utilization and penetration rates, new opportunities to innovate, improved operations and analytics, and comparatively lower cost of ownership.Led cross-functional team: enterprise-wide discovery, prioritization, recommendations and visual design activities; vendor/ partner research, selection and negotiations; organizational assessment/ recommendations; business case development and approval for new DCX program.

Part of a team responsible for leading the strategic product vision for all ePayments products including online bill payment, expedited payments, mobile payments and remittance processing with $8M capital budget and $30M annual revenues.KEY CONTRIBUTIONS – Strategic initiative leadership and championing from concept to launch; strategic client acquisition and retention; requirements and specifications management, and product prototype leadership.

Primary executive in charge of the Development & Quality Assurance teams responsible for the design, development, documentation and certification of Premier Internet Banking & Certegy Bill Pay products & services. Premier Internet Banking was designed for medium to large control-oriented financial institutions, deployed either in-house or in a managed services environment, and typically requiring robust real-time interfaces to core and back-end systems. The Bill Pay solution was available either integrated with Premier Internet Banking or in an ASP environment via a single-sign on pass-through interface from other Internet banking applications. Worked closely with Product Mgmt to add features to differentiate ourselves in the marketplace. Worked to expand and refine the professional services business, driving the development team to refine the architecture to support professional services while minimizing the impact of customer-sponsored features on core efforts.