Lead customer segmentation, customer journey mapping and customer experience measurement for the Life Insurance Division. Work with all areas of the Division to leverage and incorporate customer insights.

Strategic management consulting.

Managed three concurrent projects as part of large program initiative while still maintaining accountability for steady-state activities and releases. Managed a team of 20 people consisting of internal, contractor and off-shore resources in addition to managing the relationship with our third party vendor who developed most of the code. Negotiated contracts and managed budgets for software and professional services. Provided leadership and guidance across teams to help ensure that project schedules were feasible and critical risk factors were well understood and documented.● Led the application development team in the successful implementation of a single loan origination system across all lines of business, replacing nine disparate legacy systems. This implementation was widely considered a huge success and moved Washington Mutual into an industry leading position in home loans technology. Application to decision time decreased by 22%, fundings per FTE increase by 98%, cost per loan decreased by 59% and the compliance error rate was reduced from 3% to 0.7%.● Key contributor in home loans mortgage strategy discussions to determine the system roadmap to support a projected user base of up to 10,000 people. Major decision points included vendor selection for the point-of-sale application and determining the number of fulfillment application instances required to support such a large user base. Participated in discussions, added content to proposals and helped present findings to senior executives. ● Worked across teams to improve the build management process which focused on a data-driven model for prioritizing defects and a clear development capacity model for determining the scope of defects that fit into a release. This change helped focus the daily defect triage meetings on discussing the impact of the issue rather than arguing about the appropriate priority.

Led the implementation of a new, industry leading web based mortgage loan origination system for the consumer direct line of business. Led a team of six people consisting of internal, contractor and off-shore resources and served as main point of contact for resolving issues with our third party vendor who developed the base software. Led the design efforts to integrate 12 internal systems to the main loan origination system. ● Successfully delivered the system to the consumer direct line of business on schedule and on budget while maintaining high team morale.● Implemented off-shore staffing model for our internal application development team and designed a process to ensure an efficient on-shore/off-shore mix. Managed the statement of work and ensured billing transparency.● Identified the need to create functional specifications, proposed the idea to management and then built the team to create the specifications. This ensured that system development was tightly aligned to the higher level business requirements and could be shared across the organization.● Built extremely strong relationships and gained trust with business partners, technology partners, executives, vendors and internal team members

Technology Consultant/ManagerWashington Mutual, Irvine, California (Dec 2000 – Apr 2003)● Worked with business partners, technical stakeholders and vendors to add custom construction loans to the mortgage loan origination system. Main responsibilities included managing vendors, creating a project plan, requirements gathering and creating technical and functional design documents. Due to market conditions, the implementation was canceled half way through. ● Key resource on a team responsible for integrating the point of sale and loan origination systems for home loans which were developed by two different vendors. Mainly responsible for any product and pricing or loan data integration points.Technology ConsultantDow Chemical, Southfield, Michigan (Aug 1999 – Nov 2000)● Led the day-to-day tasks for transitioning support for 10 business critical applications from Houston based resources to Detroit based resources. Responsible for understanding the functional and technical aspects of each application, managing the transition between resources and communicating the application support changes to the business owners. Technology AnalystDeutche Boerse, Frankfurt, Germany (Jan 1998 – Jul 1999)● Developed code in C++ for the architecture and application layer of both the Xetra trading system for the equity markets and the Eurex trading system for the derivatives market.