Product leader within the Participant team driving critical initiatives to help enhance the offering and experience of our Participant Website and Mobile App. Responsible for helping define epics/user stories, roadmap and managing the teams backlog including the design, development, and implementation. Also continue to act as the business owner of the heritage Prudential legacy applications including supporting any remaining enhancements/production fixes as well as the planning/execution of the deactivation plan as clients migrate to Empowers platform.• Led the rebranding of Prudential Retirement’s participant website & app because of Empower acquisition of the full-service retirement business of Prudential.• Documented current state capabilities of Prudential Retirement’s participant website, app, and Alexa skill to help identify key builds needed on Empowers digital experience.• Delivered key migration builds for GoalMaker Asset Allocation Models, IncomeFlex and Defined Benefit/Non-Qualified single sign-on connections. • Successfully executed the deactivation plan that turned off plan access on the heritage prudential websites/app and directed users to new Empower experience across 3 waves of client migrations (3,400+ plans & 3.6 million participants).

Product Owner under the Individual Journey team leading an agile team responsible for developing enhancements to the participant (B2C) secured digital experience (desktop & mobile). Responsible for defining epics/features/user stories, roadmap and managing the teams backlog including the design, development, and implementation.• Led critical initiative to eliminate a duplicate home page within the experience and elevated critical capabilities to MYPRU Landing Page which improved the user experience, client satisfaction and navigation. • Built self service capabilities for COVID Loans and Withdrawals in an extremely compressed timeline which resulted in increased self-service and reduced call center calls. In addition, enabled doc vault that allowed users to easily upload forms online eliminating the need to mail or fax back.• Delivered a new managed advice platform, through vendor partnership with NextCapital, that offers a fully integrated user experience.

Responsible for the participant (B2C) secured digital experience (desktop & mobile) including strategy, planning, research, development, and execution. Lead small to large scale enhancements directly responsible for driving scope/features, business requirements/user stories, acting as liaison between project stakeholders, defining online user experience and screen design, business acceptance testing, status reports to management and internal/external communication and training.• Created product roadmaps for the participant website and mobile – focused on new innovative products & capabilities, simple navigation, ease of use and mobile accessibility. • Led the development and implementation of over 500 enhancements.• Acted as product owner for a large complex cross-divisional initiative that delivered a unified dashboard, universal ID management, system, common login and account setup/recovery that served as foundation for the future digital strategy.• Redesigned the Retirement Income Calculator online user experience which resulted in a 200% increase of new users completing the tool and 100% increase in users taking action to increase their retirement contribution rate.• Delivered various strategic projects including refresh of the participant website which included an updated look and feel across 300 pages and improved site navigation making it easier for participants to use the site. • Built a real time web-based tracker for hardship withdrawals, including ability to sign up to receive email or text alerts, resulting in greater transparency to the participant and reduced call volume to the call center.• Developed company’s first participant mobile capabilities which included a mobile optimized website and Retirement Income Calculator App for iOS and Android. Also oversaw development of mobile account access app for iOS (4.8 Rating) and Android (4.6 Rating).• Directly managed 3 FTEs responsible for managing small to large scale enhancements.

Lead small to medium scale enhancements to the interactive voice response system (IVR) and the participant, client and advisor secured websites. Responsible for driving scope, business requirements, acting as liaison between project stakeholders, defining online user experience and screen design, supporting functional requirements, business acceptance testing, status reports to management and internal/external communication and training.• Led the development and implementation of over 100 enhancements.• Spearheaded company’s largest ever multi-year redesign of the participant website which resulted in increased participant satisfaction, sales, and client retention.• Delivered various electronic delivery projects to reduce mailing of paper that led to annual cost savings of over $1,000,000.• Acted as the digital subject matter expert and lead for all Prudential’s IncomeFlex® product specific enhancements. • Designed and developed user flows, wireframes, and visual mockups for various enhancements resulting in significant cost savings for the company.

Managed User Acceptance Testing (UAT) for various enhancements in accordance with business/functional requirements. Adhered to testing best practices by creating test plans, identifying, and writing test cases, executing test cases, identifying/ reporting defects, and management status reports.• Coordinated and performed UAT for various enhancements with minimal operational interruptions.• Prepared detailed test scripts which resulted in creation of over 2,400 test scripts.• Reported project status including execution metrics, project issues and defect status to senior management and all project stakeholders.• Chaired defect meetings, tracking defects as well as remediation and issue escalation.• Produced testing estimates for UAT projects based on Project Complexity/Testing Resources and Project Timelines. • Demonstrated leadership, analytical and critical thinking skills to contribute to the quality of the product.

Development of business requirements for call center-initiated enhancements and owned business project deliverables. Coordinated and resolved tactical business and technology issues to support call center operations. Represented the call center on all company enhancements acting as subject matter expert, identify any impacts to call center, relaying info back to management, and ensuring call center readiness.• Created business requirements and call flow documentation to support redesign of the Interactive Voice Response system.• Facilitated requirements workshops with a global team of stakeholders.• Organized and prepared training materials for various enhancements to ensure call center readiness.• Created and maintained project schedules, tracked deliverables, and established priorities for the project team.• Documented company’s first end-to-end view of current state call center business/technical environments & workflows.

Managed the end-to-end system outage process for the website, interactive voice response system and call center applications. Owned email system used to respond to participant inquiries and was responsible for monitoring email volumes, quality reviews of all outgoing response and ensuring email templates were kept up to date. Served as a call center subject matter expert for various enhancements and helped with the prioritization of production defects. • Established a new reporting process for system outages which resulted in better overall controls and quicker resolutions.• Oversaw resolution of system issues through first line production support and coordination with technology teams.• Increased overall rep productivity by adding additional email templates which resulted in a half FTE save.• Owned developing and maintaining the Business Continuity plan for the call center.

Answered in-bound calls from participants on defined contribution and defined benefit plans. Helped answer retirement related questions, educated participants on rules/regulations of the plan(s), and assisted in processing transactions. • Consistency exceeded expectations on all call center metrics (accuracy, productivity, monitoring and adherence). • Identified and communicated trends or issues created by participant calls to all appropriate parties. • Acted as call center subject matter expert for questions on Participant Web and Interactive Voice Response System.