Oversees and ensures the functionality of the Contact Center, Financial Associates (Lending, New Accounts, Deposits) and Digital Teller Teams. Manage staff effectively, ensuring their training, development, and performance meets organizational standards. Enhances member experience through efficient sales and service delivery. Drives innovation and efficiency in service delivery by executing on a digital strategy. Establishes sales goals, KPIs, budgets, and operational strategies for Retail digital branch delivery. Leads activity related to new digital enhancements, including account opening and digital banking. Serves as project lead and responsible for successful implementation of projects across the Retail division. Oversees management of a fleet of Interactive Teller Machines. Builds and maintains strong relationships with key vendors and evaluates and negotiates contracts as necessary. Proactively identifies and removes obstacles and impediments, ensuring business and operational objectives are met. Continuously researches and implements new innovative ideas and recommends enhancements to current service offerings and the employee and member experiences. Established a formal Voice of the Member program to analyze member feedback including launching Qualtrics, CX platform. Launched GLIA, a Contact Center Solution, bringing phones, chat and video all into one platform resulting in instant efficiencies. Maintains a team that is able to thrive in organizational change in a positive and effective manner. Fosters a culture of accountability through motivation and encouragement, to achieve excellence in performance and innovation.

Served clients by providing consulting services including strategic planning, adapting physical spaces to improve team dynamics, and managing change to enhance business processes, increase efficiencies and customer satisfaction.

Led the creation of the Customer Experience (CX) Program, defining and following the CX Roadmap. Developed and deployed a Voice of the Customer (VOC) process to collect, analyze, and act on member feedback, improving understanding of their needs. Established Experience Principles and key behaviors for organizational alignment. Launched a new platform, Qualtrics, for the VOC program. Integrated an Employee Listening program into CX. Trained all employees on their role in enhancing the Customer's experience. Directed the CX Team, focusing on UX design, VOC, and Deposit Product Management. Defines critical journeys and managed the member journey map and touchpoint ecosystem to ensure alignment with member feedback. Drove process improvement and product development based on member data. Created personas representing current and desired membership. Collaborated with all organizational levels to ensure buy-in and sustainability of the best member experience. Fostered relationships to ensure quick departmental action and a responsive feedback loop with members. Co-chaired the DEI Committee.

Key driver in a multi-vendor, multi-faceted, multi-year program to deliver a new digital banking solution that is responsive and adaptive to member needs. Kept members wants and needs at the forefront of decisions. Oversee UX design team to ensure human-centered design principles prevailed in the solution. Collaborated with the program/project sponsor, stakeholders, and program/project team members on all facets of the workstream/project. Built strong relationships with vendors to bring high quality products to our members including a Digtial banking platform, Digital account opening, chat feature and a 24/7 chatbot.

Drove positive culture change by creating a vision for human-centered HR practices, revamping training, recruitment, and performance management to foster inclusivity and safety. Directed HR department supporting over 1700 employees, advocated for organizational change, and co-chaired DEI Committee, resulting in improved employee satisfaction and engagement

Developed and drove the States' modern work environment program to transform state agencies to contemporary, high performing workplaces. Project manager for the Governor’s Modern Work Initiative. Designed and implemented a roadmap for state agencies to become an employer of choice. Provided strategic direction and guidance to over 70 agencies and 64 thousand employees. Facilitated employee engagement and leadership alignment through educational opportunities and change management steps. Assisted agencies in identifying mitigation measures to reduce risk and eliminate barriers when they arise. Coached agencies on how to design for the employee experience and conduct change management. Drove continuous improvement culture change through advocacy. Developed policies, procedures, and tools for state government. Kept apprised of relevant research, industry tools and best practices. Supported the state budget development process.

Lead consultant producing a federal report on the impact of climate change and transportation infrastructure. Performed project management and administration tasks. Provided excellent client service. Conducted interviews with subject matter experts, analyzed data, synthesized technical information and prepared reports. Participated in team meetings and facilitated workshops. Delivered final draft technical report to client on time and under budget.

Provided strategic direction to executive management on significant-sustainability and transportation issues. Drove the adoption of new practices through change management, leadership alignment, project development, testing, education, training human resource staff and agency rollout. Supported executive management decision-making by conducting data analysis, evaluating policy choices, and communicating recommendations. Stayed abreast of all current rules, laws and best practices. Managed projects, developed task plans and facilitated diverse work groups. Developed agency-wide policy. Acted as subject matter expert during labor relations negotiations with the Union. Supervised a small team. Analyzed legislative proposals for policy and fiscal impacts. Rapidly responded to requests for information from local, state, regional and federal partners.

Coordinated and collaborated with Tribes, Federal Highway Administration, WSDOT, state and federal resource agencies, and consultants on high profile projects. Provided technical assistance and policy guidance on complex transportation issues and projects. Negotiated, problem solved, and used conflict management skills to find workable solutions that satisfied the needs of WSDOT and USFWS. Stayed abreast of federal and state rules, laws, and policy directions. Reviewed and prepared technical documents. Conducted site visits.

Independently prepared and presented technical information to interagency committees, Tribes, and staff from local, state, and federal regulatory agencies. Assisted in planning and designing mitigation sites. Wrote wetland delineation reports, regulatory correspondences, and white papers. Conducted wetland delineations, functional assessments, wetland rating, and surveys of vegetation, soils, and hydrology to make recommendations based on field reconnaissance work. Managed a three-million-dollar revolving account for projects. Oversaw program fiscal data. Reviewed site design and related permits for compliance. Stayed abreast of federal and state rules, laws, and policy directions.

Conducted technical data analysis and research on a range of departmental areas, for the development and production of the agency's performance report. Produced briefing papers, technical reports, and other presentation materials in a "plain talk" format. Communicated, coordinated, and worked with a diverse group of people from many disciplines.