Product Manager for 9 agile product owners, accountable for transforming the death claim experience through consolidating legacy digital and contact center applications into a single SaaS platform.- Increased digital claim submissions by 175%, leading effort to create new, customer-first digital first-notice of loss experience on Prudential.com, achieving top 5 EODB score across all of Prudential’s self-service experiences for 2023 and 2024.- Reduced technology expenses by $5M, rolling out new SaaS death claim administration and processing system for two (of four) of Prudential’s U.S. businesses.- Increased operational efficiency by 45%, implementing low-code automation of back-office claims processes, rolling out multiple pilots to iteratively improve the automation solution and scale to multiple businesses.

Led 8-person agile software development team providing product leadership, career planning, performance management, and coaching, successfully promoting 5 employees over 2 years.- Developed product vision, roadmap, and design for paperless customer journey, reducing paper and print pro forma expenses by $5M RR.- Achieved roadmap and architecture alignment with customer service operations and engineering leadership to build MVP with vertical slice approach to minimize scope, maximize speed to market, and position for scalability through an event-driven architecture.- Increased paperless preference adoption by 30%, launching and optimizing two React web apps through four rounds of A/B experiments and user research.- Led 16-person agile development team to develop React web app for company’s retirement authenticated website, decommissioning work and major organization change after divestiture of the Workplace business.

Program managed strategic initiative to improve customer experience and reduce Liberty Mutual’s customer service operational expenses by $50M, while using design thinking, voice of customer, and competitive research to identify improvement opportunities. Managed 1 full-time staff member and supported 15-person cross-functional leadership team of senior directors and VP’s.- Led technology prioritization and budgeting efforts to ensure pursuit of highest ROI results, presenting monthly to U.S. executive leadership.- Enabled ELT to reinvest $50M in other strategic initiatives through influencing cross-functional stakeholders in building great digital and omni-channel experiences for customers.

Partnered with dedicated agile software development team to create service chat bot MVP on AWS platform, leading conversational UX design.- Launched proactive IVR treatment MVP for customers with open claims, increasing claims status call containment by 27% (up 0.3% pts).- Developed and prioritized IVR self-service product backlog with stakeholders, peer product owners in digital, and analysts.- Led tech and customer experience evaluation between incumbent IVR self-service platform (Nuance + Avaya) and new technology (AWS), successfully convincing U.S. technology leadership team to use AWS for Liberty Mutual’s conversational chat bots.

Developed and led program management for a 20-project voice customer experience improvement portfolio, composed of 100+ people and a $4M budget. Hired and managed 3 full-time staff members and managed 3 indirect project leads. Partnered with operations on UX design, backlog refinement, escalations, KPI targets, and routing optimization.- Prioritized program backlog and improved call routing, using data and customer feedback, to reduce callers’ time in IVR by 45%, increase claim status call containment by 200%, and reduce rep-to-rep transfer rate by 1-2% points.- Appointed product owner by senior leadership, leading 30-employee team and vendor through all phases of design, development, business readiness, and launching of 25M-caller natural language automated phone system / IVR.

Led personalized auto claim videos program, increasing self-service usage by 30% points for customer segment. Oversaw customer research, concept creation, storyboarding and scripting, and end-to-end customer experience design.- Drove Express Estimate mobile app product for auto claims, reducing cycle time by 4 days for customer segment.- Managed 4 interns, providing direction, coaching, and guidance on annual business planning and competitive intelligence.

Developed and evangelized UX strategy and led redesign of Liberty Mutual’s e-commerce and online insurance purchase process, claims self-service, mobile app, and .com public site; led website information architecture, wireframing, and navigation redesign. Hired and managed 4 full-time staff members, forming Liberty Mutual’s first-ever User Experience Design workgroup.