Helping companies understand their capabilities and culture, refine their processes, and execute their strategies.Currently conducting research on team processes within IT projects, with an emphasis on understanding and modeling organizational impacts on team performance and effectiveness. My presentation at Rosenfeld Media's Advancing Research 2023 conference on March 28 is here:

Helping build an impactful nonprofit organization dedicated to supporting the UX research and design community in the Research Triangle.

Business analyst and scrum product owner in the Genomics business unit. Business process analysis, UX design, Lean facilitation, and requirements management for a fully automated, end-to-end GCP-validated system to analyze and deliver primary and secondary analysis on NGS sequencing data. Created functional architecture, defined usability goals, conducted interviews with bioinformatics end users, produced end-to-end process models, led design walkthroughs, managed features backlog. Quote-to-Cash As-Is value stream mapping for 4 business units that was input to IT development roadmaps. Product owner for project to automate and validate analytical pipeline to detect SARS CoV-2 variants in patient samples and generate lineage reports from sequencing data produced by Ion Torrent sequencers. Led strategy sessions to define and reposition the role of business analyst within the company. Engaged agile consultants to evaluate current agile practice and deliver training and coaching to project teams and managers.

Business process analysis of legacy Webex billing system leading to integration with Cisco billing system.

Analysis and design of PCP-facing patient recruitment tool for Next Generation Clinical Trials program. First Salesforce implementation at the company.Planned and scheduled Lean facilitation meetings for improving turnaround times for the Request for Proposal process based on interviews with analysts and managers involved in the process.

Analysis and requirements for replacement of legacy patient credit card payment system. Documented business process flows from payment to reporting, file transfers, transactions between own payment vendors and bank payment vendors. Project point of contact with accounting, finance, customer service, legacy IT department, subsidiaries, and new payment vendor. Wrote use cases and user stories, maintained project backlog, and wrote design specs for developers. Delivered analysis and recommendations to IT leadership for internal process improvement, business partner engagement, analytics, and data quality.

Product design and marketing for AgVeritas, a precision agriculture analytics tool for helping growers maximize ROI on their crops.

As scrum Product Owner and business analyst, led the delivery of the 2014 Consumer Transparency project to allow members to find providers, understand their costs, and review their physicians. Managed internal and external stakeholders, set priorities, maintained product backlog, executed an agile project in a challenging corporate environment. Led the delivery of the 2013 incentives product implementation to the 500,000 member State Health Plan, BCBSNC’s largest customer.

Led team that created a business case for an outbound call center for State Farm Insurance Co.: defined project scope, developed strategy and balanced scorecard, modeled key processes. Gathered stakeholders to coordinate operations with external business units. Directed development of expense/revenue model, insourcing vs. outsourcing options. Transformed a small tactical project to high visibility, strategic project.Consulted with multiple strategic projects to define scope of work, stakeholder communications, success metrics. Coordinated work between multiple projects and external business units. Mentored project leads on strategy and project management, trained project team members.Helped develop a business architecture future-state framework for an internal Shared Services department that could operate across lines of business. The framework was the organizing document for linking multiple business processes created by a team of architects. Helped develop target architectures and capability models for future call centers. Trained business architects to leverage target architecture.

Developed as-is process models of revenue management for North American Class 1 railroads based on interviews with industry experts. Identified opportunities to integrate interline settlement system. Produced a future state process map of integrated revenue system.Validated as-is process models of railcar repair process with rail industry experts. Created functional description of online system that integrates car repair, defect reporting, billing.Generated an innovative business model for a commercial products business unit that included new value propositions, markets, partner relationships, company capabilities, and culture. Designed web UI for rail industry railcar component database and tracking system that is used by railroads and railcar owners in North American rail system.

Designed call routing and self-service speech-enabled Interactive Voice Response (IVR) systems for Microsoft Xbox, California DMV, Cirro Energy, Foremost Insurance, and others. Consulted with call center management at Cincinnati Bell to present cost-saving IVR customer self service solution options: conducted on-site contextual inquiry, process mapping, and discovery and analysis sessions with call center management and staff.

Gathered requirements and designed a self-service speech recognition IVR system for customers and health care providers that would allow callers to verify insurance coverage and benefits by telephone 24 hrs. per day.

Led a five-person cross-functional innovation team that initiated enterprise-wide self service strategy effort that brought numerous independent self service efforts into one project, saving costs and integrating service strategy.Acted as UI Coordinator for the State Farm Bank program during the bank’s nationwide rollout. Performed field analysis of how agents work with the bank. Sold the benefits of user centered design to management and coordinated interface designers on significant projects. Worked with external vendor to ensure quality changes to GUI used by CSRs and agents. Helped create and sell “design guide:” a user interface guide that combines look and feel with task and user analyses, usability goals, platform constraints, and business model.Evaluated use of State Farm Internet Bank by visually impaired customers that improved accessibility and increased high-level management awareness of accessibility issues.Developed a “customer experience” metric for use in a balanced scorecard and reported results to department executives. Conducted competitive analysis of 12 internet banks and reported results to State Farm Bank executives. Analyzed, wrote and maintained guides to major call centers that were used as standard reference for product designers, project managers, business analysts, and trainers.

Basic research in spoken language processing.