Partner with CX leadership to identify and address customer experience opportunities.Implement data-driven methodologies for innovative digital-first solutions.Collaborate with CX Insights team to gather and analyze customer insights.Contribute to corporate strategies and roadmaps for digital transformation.Enhance customer engagement across digital, mobile, email, and member portals.Launched and managed BCBSLA’s first SMS texting platform. Manage customer data tools like MS Dynamics CRM and Marketo for campaign tracking and data analysis.Develop and analyze KPIs to measure customer experience improvements.Lead design thinking initiatives: discovery, empathy mapping, journey architecture, ideation, and prototyping.Develop customer personas and facilitate ideation sessions.

Responsible for improving member experience by applying CX practices of human-centered design, journey mapping, ideation, and design thinking to digital touchpoints, processes, and functional areas.Facilitated cross-functional Ideation sessions for internal stakeholders. Built Customer Journey Maps in Mural using quantitative and qualitative insights from research teamDeveloped and presented personas, led empathy mapping, and identified solutions to member pain pointsPartnered with CX Insights on incorporating metrics (NPS, CES VoC) into CX decisionsPartnered with DX team to improve user experience through redesign of digital touch points Worked on customer-focused improvements to Portal Registration process, automated emails, and omni-channel strategy Lead implementation of first member facing text message platform at BCBSLA. • Developed and executed initial Proof of Concept and automated 2022 Onboarding Campaign• Conducted data analysis of mobile number data integrity

Responsible for consulting with key internal stakeholders and developing multi-channel member engagement campaigns.Coordinated all elements of campaign including collateral design, A|B testing, population segmentation, querying multiple data sources to build distribution list, gaining final approvals, and presenting results.Acted as email channel manager through Marketo software with an average of 3.3m emails sent annually.Developed and implemented first Nurture email series sent to all new and renewing members annually.Supported marketing division teams through data segmentation and list creation for member mailings and outreaches

As the Director of Retail Data and Merchandising, my role is to develop and execute actionable sales and merchandising plans based on analysis of market data. By analyzing data trends from multiple sources, I develop ideal product mix category standards . I've also created a revenue projection model to help Lyons acquire new business as well as grow our existing customer's retail dollars. Another aspect of my role is to supervise a merchandising team of 5 people with the goal of creating profitable, data-driven store level solutions. By optimizing the merchandiser core process, and implementing technology based solutions, the team has experienced increased gains in productivity and an increased ability to track store level data.

As an RSR, my position is to manage approximately $5.5m of Hershey's business in a sales territory of Walmart Supercenters and Rouses supermarkets. I grow and develop this business by executing a monthly Corporate Sales Plan, having impactful consultative sales conversations, and building long-term partnerships with customers. In the 5 years I've been with Hershey, the company has radically transformed into a data and analytics driven company. In my position, I have to analyze and connect granular data points with big picture trends to help my clients transition and grow their business.

Supported Director of Operations and Senior Accountant in daily general operational duties of Charter School DistrictReconciled payroll and check register in preparation for annual auditComposed and submited state and federal grants to provide educational program funding for persistently low-achieving charter schools Collaborated with Online Charter School resource Webmaster to develop advertising price structure and resource content Assisted in operational setup of technology and science based charter school