As the product owner, oversaw the successful re-branding of three major websites and numerous marketing landing pages, utilizing Drupal CMS and Unbounce.Collaborated cross-functionally with IT, brand, business, marketing, and legal teams to optimize product delivery processes within aggressive timelines.Drove user experience, product management, and roadmapping strategy for two prominent hospitality sub-brands.Managed and guided two separate agile product teams in iterative development processes for distinct product offerings.

Established and led the city’s first Customer Experience (CX) program that has become a leading example to peers in the government industry.Responsible for presenting its value to senior leadership and creating a sustainable road map.Support departments with CX data insights and action planning to iterate on their services.Lead ongoing journey mapping workshops that have re-designed more than 300 services using design thinking and agile techniques.Created business case and product roadmap for enterprise CRM to streamline experience between residents and city operations.Lead the product strategy and ongoing administration of the city’s primary resident online reporting tool.Provide research and business analysis for identified use cases in need of a new or improved technology platform, solution or workflow.

Managed the organization’s enterprise CRM; Established attribution strategy for the ongoing digital marketing campaigns of 7 major healthcare service lines.Created strategy for personalized email automation based on identified marketing goals, existing CRM data, and available journey mapping tools.Presented lead conversion data insights to marketing stakeholders and senior leadership.Managed 3 major data integration projects to create a holistic view of customer touchpoints and ROI systems. Integrations with CRM included call center system, physician relationship management (PRM) and financial systems.Used marketing data and analytics to influence the information architecture and content of the organization’s 5 major websites.Refined data reporting processes across teams in digital, brand, marketing and vendors that improved knowledge sharing for all stakeholders.

Coordinated content migration and modification of five major websites to new platform.Implemented business processes for the organization’s content submission from promotion to production.Developed and implemented digital content strategies to ensure content was used in all appropriate digital channels while leveraging available and defining new website functionality.Performed content inventories, audits and analyses and used CRM data and analytics to make informed recommendations for updates and new content.Worked closely with management and subject matter experts (SMEs), graphics, and Information Services (IS) staff to ensure a consistent voice for all digital content.

Implemented company’s first B2C and B2B digital marketing campaigns with a focus on online content marketing, from strategy to execution.Managed all online content for website, social media, blog and email marketing campaigns.Developed and managed CRM workflows for internal digital processes.Managed daily administrative operations including sales inquiries, class and event coordination, client billing and employee time sheets.