Holly Baty Email and Phone Number

Define and execute product strategy to improve and accelerate digital experiences and launch new financial product offerings. Partner with marketing, analytics, finance, executive leadership, and other product professionals to formulate, prioritize and adjust product roadmaps in response to key metrics and industry impacts. Performing as interim Head of MoneyGram Online (digital experiences) with multiple direct reports and development teams.

Partnered with multiple internal and external stakeholders to create and launch multi-faceted fintech products, from application through servicing and payments. Performed Product and Program Manager responsibilities including product strategy, feature roadmaps and prioritization, API cross-business integrations, operations readiness materials and support, process creation, and regulatory documentation.

Consulted with clients from various industries to collaborate, recommend, and deliver strategic digital solutions. Performed Product Manager responsibilities within an agile technology team, including roadmap creation and execution of deliverables

Provided strategy and thought leadership for the design, development, delivery and performance of marketing channel experiences for USAA members and employees.Partnered with Bank LOB partners to facilitate and streamline the marketing campaign process and continuously evaluate the member experience for process and experience improvements.

Product Owner with dedicated technology team for Bank Deposit products. Partnered with business owners to define and clarify digital features in an effort to improve the customer experience. Utilized agile framework to prioritize and clarify sprint and backlog work.

Managed execution and development of digital marketing campaigns for mobile and web products including email, online messaging, push notifications, and SMS.Improved team efficiency to reduce delivery timelines and missed deliverablesKEY COMPETENCIES: CROSS-FUNCTIONAL TEAMS, PRODUCT MANAGEMENT, PROJECT MANAGEMENT, DOCUMENTATION, JIRA/CONFLUENCE INTEGRATION● Prioritize and manage backlogs for multiple execution teams to facilitate marketing campaign touchpoints● Organize weekly meetings to update key business partners on delivery requirements and timelines● Implement retro meetings to identify and improve interactions between marketing and execution teams● Formalized campaign intake and targeted customer segmentation to minimize delays and marketing errors● Created documentation standards & campaign tracking system to provide insight on bandwidth and deliverablesEnhanced customer experience on digital platformKEY COMPETENCIES: CUSTOMER EXPERIENCE & SERVICE, PROCESS IMPROVEMENT, MARKETING, MONITORING, NEEDS ASSESSMENT● Partner with product and tech teams across the enterprise to better understand the customer experience● Map out various customer flows including happy path, issues encountered, et cetera● Propose product improvements or specific population targeting in marketing to ensure customer satisfactionExecuted complex marketing campaigns and increase adoption of digital featuresKEY COMPETENCIES: MARKETING, MONITORING, REPORTING, COMMUNICATION, PROCESS IMPROVEMENT, TEST DESIGN, CONTINUOUS IMPROVEMENT● Develop email templates and messaging including personalization and testing plans ● Measure campaign effectiveness, determining winning components or versions● Communicate efforts with other lines of business to minimize customer overload and duplication of efforts

Supported development of new Digital Operations department, including monitoring and operations support. Increased digital literacy throughout the organization. Created and managed issue resolution process and major digital projects, including platform redesigns and expansions. Increased digital literacy and engagement of customer service agents by 76%KEY COMPETENCIES: CUSTOMER EXPERIENCE & SERVICE, INTRANET, DIGITAL LITERACY, ELEARNING, LEARNING OBJECTIVES● Launched innovative learning solutions to provide relevant, hands-on learning experiences● Implemented digital education program including new hire and management training and continuing education ● Designed Digital Ambassador Program to promote understanding and sharing of digital knowledgeLaunched digital platform to reduce customer service issues KEY COMPETENCIES: CROSS-FUNCTIONAL TEAMS, TROUBLESHOOTING, ESCALATIONS, REPORTING, TRANSPARENCY, REFERENCE GUIDES, SOFTWARE RESEARCH AND IMPLEMENTATION, JIRA/CONFLUENCE INTEGRATION● Created troubleshooting tool for diverse group of service agents to access FAQs and issue resolution steps ● Developed Digital Escalations team and complaint tracking system to monitor and resolve complex issues ● Initiated reporting system for customer issues which yielded tech prioritization on recurring issuesImproved customer and agent experience in product launch phaseKEY COMPETENCIES: CUSTOMER EXPERIENCE & SERVICE, MONITORING, PROBLEM SOLVING, TRAINING & DEVELOPMENT, COMMUNICATION● Documented customer flows, demonstrating gaps, inconsistent experiences, and significant pain points● Ensured service agents were informed and trained pre-launch to ensure customer experience was intact● Designed resources to communicate gaps or inconsistencies to service agents

Served as Product Owner and Business Analyst for agile sprint teams and integrated programs. Consulted with business customers, tech teams, and vendors to clarify project specifications and business needs. Directed IT Developers to prepare requested solutions.

Created and managed change management process, based on various programs within multiple industries. Maintained all documented Policies and Procedures in auditable manuals. Interacted with various bank departments to ensure timely communications of relevant information to all contact center bankers.Controlled pace and adoption of change within call centersKEY COMPETENCIES: CHANGE MANAGEMENT, PROJECT MANAGEMENT, RESEARCH, CALL CENTERS, STAKEHOLDER RELATIONS● Researched organizational change management processes and interviewed key business partners ● Developed change management process which included structured, robust weekly review and approval process with various levels of leadership and meeting with key SMEs and POCs from all departments for ongoing review and feedback ● Secured approval and facilitated expansion process for two additional sites due to marked success in first siteIncreased quality of information used by service agents to assist customersKEY COMPETENCIES: PROCESS IMPROVEMENT, QUALITY CONTROL, LEADERSHIP, DOCUMENTATION, PROJECT MANAGEMENT, ELEARNING● Managed documentation of policies and procedures and transferred information into online agent help tool ● Implemented version and quality control processes to ensure all documentation was reviewed and updated ● Converted call center into 100% paperless environment with all policies and procedures documented online

SALES EVENT PROJECT MANAGER - LEARNING MANAGEMENT PROJECT MANAGER - OPERATIONS TRAINER FOR LOAN ORIGINATIONS & SERVICING - OPERATIONS MANAGER