Creating world-class research to help organizations transform the customer experience.I set the strategic direction for a portfolio of research, execute on research products and studies, and guide research teams to generate new and provocative ideas that challenge conventional customer service leaders’ thinking. I communicate research findings through creative, compelling research storylines in major presentations at Gartner conferences and executive meetings.

Execute a portfolio of high-visibility research products to drive change in government, and design and lead a multi-faceted initiative to improve the customer experience with federal services. • Conceptualized and managed a portfolio of high-visibility research products on government management topics such as customer experience, technology transformation, agency reform and workforce management • Authored dozens of reports and articles; oversaw and edited the writing and research of junior staff• Designed and executed a long-term, multi-faceted initiative to improve customer experience in government, cultivating deep relationships with leaders from federal agencies, the White House, Congress and the private sector• Grew the Partnership’s customer experience work from a single project to an organization-wide strategic priority, with a complex portfolio including multiple research initiatives, events and trainings• Supervised a team of four research associates and provided guidance, mentorship and oversight • Honed strong public speaking skills; presented research at large events and conferences, moderated panel discussions, and designed and facilitated workshops• Collaborated with and briefed high-level executives, including federal agency heads and private sector CEOs • Managed large cross functional teams, and oversaw project budgets and client relationships• Cultivated relationships with new partners and funders, executed winning proposals and secured new funding • Conceptualized, drafted and helped win support for legislation on government management improvements

Developed, analyzed and implemented management policies for multi-million and billion dollar federal health and human services programs, streamlining and redesigning agency business process to administer grant programs more effectively.

The Finance Project is a non-profit research and consulting firm that helps leaders make smart investment decisions, develop sound financing strategies, and build solid partnerships that benefit children, families and communities.

Coordinated technical assistance activities for a multi-million dollar higher education and foreign aid programs.