Setting the enterprise portfolio strategy for products and capabilities centered around understanding the customer experience and enabling quality management. Portfolio consists of customer journey mapping and orchestration, enterprise feedback loop, quality assurance, integrated real-time feedback, and workforce engagement capabilities.

Leading a team of both product and analytic professionals to implement new technologies that enable Humana to better understand our customer journey. My team will also develop analysis and reporting solutions to identify actionable insights that drive poor experience and increased administrative cost with the goal of facilitating enterprise level improvement projects. We will also empower others in the enterprise to leverage these new technological capabilities to further transform the entire organization.

Employing Six Sigma and other analytic practices to improve and evolve large organizations within Humana. There is a focus on helping business units become more process minded by encouraging and developing system thinking mentality and helping to drive data-driven decision making. Leveraging consulting skills and change management practices to not only optimize but position internal clients for long-term, transformational change.

Leading a team of 9 associates (mix of engineers, statisticians, ETL developers, and report developers) to deliver analytic solutions to operational, financial, and executive stakeholders.

Consultant with enterprise wide program owners on how to measure the effectiveness of their respective programs. Developed KPIs, conducted analysis, developed ad hoc and self service reports to support these programs.