- Manage product discovery, roadmap development, and stakeholder collaboration for internal data engineering capabilities for data orchestration, data observability, and data quality- 50% improved speed-to-delivery for engineering by improving agile and refinement processes- Lead migration to data mesh principles with implementation of 2 Databricks products; execute program vision with tight timeline and lead 2 teams of data architects, engineers, and scientists

Digital Servicing Product Owner- Acted as program manager creating best-in-class servicing experience on client digital treasury platform; drove 40% increased digital servicing availability for high volume service request types- Partnered with 2 engineering teams to incorporate servicing user feedback, plan feature development, coordinate releases, and communicate enhancements internally and externallyLive Agent Chat/Contact Center Co-Browse Product Owner- Partnered with multiple technology and stakeholder teams to create roadmap; garnered internal support, resources, and funding; then delivered live agent chat and contact center co-browse for commercial clients- Managed backlog, technology development, and release activities for KeyNavigator live agent chat and contact center co-browse; partnered with internal teams to commercialize/market new capabilities

- Serve as product owner for an agile software development team focused on the fast delivery of enhanced self-service technology for utility customers, including deployment of website enhancements, two new mobile applications and new live chat/chat bot features- Manage product vision, prioritize product backlog and develop release schedule in order to continuously deliver customer value in line with business and stakeholder expectations- Support agile team by promoting scrum values and participating in all scrum events- Drive further adoption of agile methodology with business partners across the organization

- Execute people, process and technology-related customer experience initiatives across the enterprise from strategy and planning to deployment- Proactively identifies and prioritizes actionable, measurable future-state customer experience opportunities based on trends and best practices within and outside of the utility industry- Develops concise, efficient, scalable processes to effectively execute customer initiatives- Maintains collaborative relationships with business partners, stakeholders, and leaders within the organization- Leads cross-functional teams to achieve a desired goal

- Develop and maintain comprehensive strategic communications plans for internal and external campaigns- Implement channel governance by using analytics, insights and best practices to ensure effective use of communications channels- Develop and manage customer marketing campaigns to ensure email effectiveness and campaign optimization- Maintain website governance, including content management training and content best practice sharing across team of site authors, editors and admins

- Supported a company-wide digital roadmap project to redesign our web channel and repurpose existing content to ensure simple, efficient customer interactions on the web- Defined and governed company voice, templates and user flows to ensure consistent, effective use of our digital channels, including web, email, social and more- Served as a resource on usability, digital design and content strategy to internal business partners to facilitate easy and innovative customer experience for the end user of the web channel

- Provided timely external communications support for customers and community leaders affected by large-scale natural gas line construction- Managed tight construction schedules, created customer-facing materials, hosted public information meetings and facilitated resolution on customer complaints on the construction projects- Assisted in a revamp of the company's content and social media strategies to ensure that messaging was approachable, light and successful for our audiences- Created, trimmed and published content and layouts for a state web redesign to reduce web redundancies and improve online customer experience

- Provided timely external communications support for customers and community leaders affected by large-scale natural gas line construction- Managed tight construction schedules, created customer-facing materials, hosted public information meetings and facilitated resolution on customer complaints on the construction projects

- Wrote and repurposed press releases supporting the Association’s activities and programs to an external audience- Proofread and revised content for books on law for the use of the Association’s members and the public- Assisted with planning and production of the annual Law and Media Conference

- Collaborated with producers to plan upcoming shows and to schedule guests for interviews for a daily, public affairs talk show- Researched and wrote scripts for the various topics covered on the show- Worked to create, edit and publish posts for the All Sides website, Facebook, and Twitter pages