Cultivating client relationships and assessing client needs to develop tailored solutions and provide strategic guidance through thought leadership, advisory services, and insights related to market trends and emerging technologies. Utilizing established frameworks such as Lean, Six Sigma, Agile, and Technology Business Management to design and implement comprehensive solutions, enabling clients to effectively overcome critical challenges. Leading the execution of strategic initiatives by developing comprehensive project plans, managing cross-functional teams and ensuring timely delivery of targeted outcomes, while continuously monitoring and adjusting strategies to achieve organizational goals and drive sustainable business success. Developing delivery standards, processes and knowledge-sharing methods within the consulting practice to enhance capabilities and drive consistent results.

Developed and implemented comprehensive strategies to achieve the vision of the Patient & Market Experience function, targeting specific business and financial objectives through optimized operating models, enhanced digital experiences, and technology modernization. Planned and executed key initiatives leveraging multi-disciplinary expertise (Lean, Waterfall, Agile) and led a team of Optimization Directors in continuous improvement efforts focused on driving operational excellence and enhancing customer/employee experience. Collaborated with business unit leadership to define, create, and deliver key performance metrics, driving accountability and performance while establishing and monitoring team and program performance goals. Partnered with Finance to enhance the forecasting process, improving its efficiency, accuracy, and timeliness, while providing operational/financial metrics to measure execution, and leading the preparation of monthly and quarterly business reviews.

Provided human-centered design and customer journey mapping expertise to various enterprise initiatives aimed at proactively identifying opportunities to optimize the customer experience and prioritize development backlogs. Led the customer experience strategy for the military and veteran customer segment with a focus on providing personalized solutions and delivering a differentiated experience to deepen relationships and drive customer acquisition. As Functional Owner of enterprise onboarding, led the cross-functional design and implementation of the ServiceNow onboarding solution and development of all supporting resources, including policies, procedures, templates, and training. As Product Owner, led Agile team focused on prioritizing opportunities to optimize the overall employee experience while building and testing solutions to drive more consistent and pleasing outcomes of the enterprise onboarding process.

Partnered with business leaders to develop and implement comprehensive process improvement strategies, providing operational excellence thought leadership and executing tailored project plans to meet specific functional area needs and priorities. Led the planning and deployment of the Better Ways of Working" framework and practices across retail branches, providing training, driving problem-solving, and overseeing change management to ensure sustainable implementation. Designed the onboarding process and deployment plan to support new Wealth Management operating model to address challenges related to licensing, book of business transitions and communications. Redesigned the end-to-end internal investigations process and developed a centralized case management system, driving consistent outcomes, achieving compliance requirements, and enhancing data reporting across multiple stakeholder groups.

Designed and evaluated VIES (VDC Infrastructure Enterprise Services) program operational processes to optimize overall capability and achieve highest levels of quality. Partnered with service area leadership to address process gaps, define metrics, identify opportunities for improvement, and define documentation needs. Applied ITIL and CMMI concepts to engineer leading practice processes, drive program maturity, and improve quality of customer deliverables.

Conducted detailed process and data analyses to support strategic decision-making and developed actionable recommendations for improving business performance. Led and managed execution of project workstreams, collaborating with cross-functional teams, navigating risks/issues and adjusting strategies to ensure timely and effective delivery of defined objectives.

Act as advisor to E-Solutions Staff VP and serve as proxy to various audiences including executive leadership. Drive development of organizational strategy and associated KPIs. Identify opportunities and lead the execution of projects, programs and plans supporting achievement of organizational goals. Provide process, project, and change management methodology coaching/consulting support to both local and enterprise wide initiatives.

Analyzed and assessed various business processes to identify gaps and improvement opportunities. Provided prioritized recommendations from a holistic perspective and developed strategies to implement solutions supporting achievement of organizational goals. Developed project infrastructure and effectively managed resources to complete deliverables and achieve milestones to schedule.

Led cross-functional teams through strategy development and execution of improvement projects in the areas of Manufacturing, Supply Chain Management, Inventory Management and Finance. Developed and facilitated Six Sigma training programs while mentoring Green Belts and leading quarterly 5S audits.

Developed reporting strategies to support organizational goals and built reporting functionality to streamline data from multiple sources for detailed analysis and interpretation. Analyzed complex data sets to understand business impact and provided recommendations to drive fact based decision making within the Procurement and Subcontracts organizations.

Assisted clients with market research and development of strategies aimed at growing physician referral business, while monitoring and evaluating overall Physicians Practice program effectiveness. Served as liaison between production and clients to meet deadlines and ensure the quality of programs and products.

Researched, coordinated and executed all tradeshows, conferences, seminars and special events for various business lines. Developed marketing strategies and managed production of marketing collateral materials. Designed and maintained detailed sales, budget and market reports to support leadership decision making. Provided Marketing subject matter expertise to internal customers on special projects. Managed vendor relationships to maximize impacts, reduce costs and ensure quality of deliverables. Designed marketing collateral materials and all firm presentations.

Coordinated all aspects of enterprise training programs for US and international sites. Supported VP of Recruiting, Retention & Development and all Corporate Training & Development managers. Edited training curriculum and managed production of training materials and participant guides. Managed vendor contracts while auditing monthly expenditures to maintain department budget. Managed training records for enterprise to ensure accuracy and identify opportunities for additional training.

Conducted Sales activities to grow prospect database and increase program enrollments. Researched and recommended advertising and marketing opportunities. Developed program schedule, selected facilitators and coordinated public seminars. Provided prospects and customers with information regarding program offerings. Attended networking functions at government offices and military sites.