David Lind Email & Phone Number

Belmont, Ma, Us

- Lead team of talented Product Owners through business transformations, focusing on staff development and career growth. Annually recognized as an empathetic, employee-centric People Leader.- Expanded Automation portfolio that generated millions of dollars in savings and premium growth across Service, Claims, Finance, and Product. Streamlined ownership of 60+ Robotic Process Automation bots and 15+ Natural Language Processing bot implementations.- Responsible for public sites of LibertyMutual.com and Safeco.com, while improving SEO rank (#10 → #3), quote start rate, and login success rate. Focus on introduction of on-site personalization and segmentation, while improving core web vitals.- Oversaw web chat strategy and implementation, including both human-chat and chatbot scenarios. Engagements span Digital Sales, Digital Service, and Digital claims for both Safeco and Liberty Mutual brands, with a focus on driving incremental sales and deflecting human interactions.

- Drove Digital Transformation through adoption and adaptation of Customer Centric Agile Development approach for Liberty Mutual. Served as senior leader on pilot team to pioneer change- Led redesign and implementation of improved digital customer onboarding experience for Liberty Mutual and Safeco brand customers. Increased customer throughput, reduced contact center engagements, and improved customer NPS measures.- Hired and trained three software product owners, growing them into high-performers who expanded their impact and grew their careers.

Boston, Massachusetts

- Created a repeatable approach to Customer Experience Design that became the standard for the Customer Advocacy Office. The process leveraged robust qualitative and quantitative customer research to understand current state experience, which was used to facilitate ideation and design with cross-functional partners and decision-makers.- Developed and led a team of three Customer Lifecycle Manager analysts who supported the CX Design process for various business functions. Analysts were empowered and engaged in their work, resulting in high engagement scores and no turnover.

- Performed squad Product Owner responsibilities for digital self-service portal, as team transitioned from Waterfall to Agile software delivery methodologies.- Engaged with front-line Service, Sales, and Claims representatives and leveraged other customer listening posts to inform future development and enhancement opportunities.- Doubled adoption of digital portals for insurance policyholders.

- Assisted in the launch of a new spinal fusion product, while retiring the legacy product

- Redesigned and launched new website for association

Managed day-to-day operations for three professional not-for-profits associations

2005 LIT Director (Aides Director)2004 Staff Supervisor (Village Director)2001-2003 Counselor2000 Assistant Counselor2005 Harold N. Finkelstein Leadership Award Recipient

Mba

Dean’s Letter of Commendation Recipient Awarded Graduate Assistantship

Bachelor'S Degree, Political Science And Government

Washington Semester Program - American Politics Seminar