Global Chief Product Officer for Ford Credit focused on enabling customers and businesses to confidently choose Ford products through seamless buying experiences, affordable financing products, and flexible usage alternatives. Leading company-level efforts to build a thriving product management community focused on practices, talent, and operating models

Head of Product and Experience for Capital One Card Partnerships focused on driving growth through an industry leading B2B2C payments platform. Accountable for experiences and forward vision across acquisitions, payments, online and in-store servicing, rewards, core platform, and real-time data driven products. Also, accountable for new partner launch and conversion capabilities. Led extended team of 500+ product managers, engineers, and designers ($400M total actionable budget)Key Achievements• Built product organization including defining key expectations, recruiting talent, and establishing portfolio practices • Launched 2 new merchant partners increasing total loan outstandings by >15% ($2B)• Launched new account opening experiences (prescreen, instant spend, data based decisioning) increasing bookings 10%• Reduced cost to onboard merchants by 20% through enhanced developer experiences (B2B portal, testing sandbox)• Launched loyalty and engagement capabilities (pay with points, marketing platform) increasing annual spend $125M

Expanded scope to Head of Product shaping vision for Capital One Bank’s digital-first experiences in our Café’s, Retail Branches, Contact Centers, and Back Offices. Also, led the strategy and deployment of our ATM and Kiosk network (2500+ locations). Led extended team of 250+ product managers, engineers, and designersKey Achievements• Modernized ATM experiences enhancing self-service offering, launching cardless, and improving platform resiliency• Launched mobile product enabling Customers to deposit cash at local retailers. Increased out of footprint new account acquisitions, Customer balances, and transaction revenue• Launched servicing platform supporting 10K branch, cafe, and contact center associates. Reduced # of servicing applications from 30+ to 1, increased feature shipping speed 4X, and generated ~$10M in annual operating expense reduction• Launched streaming data and image analytics services enabling real time funds availability for Customer check deposits while reducing fraud exposure and operating expense by $3-5M annually

Led Product and Horizontal Services organization for Retail Bank transforming experiences across transaction and check processing, collections, debit, account updates, Customer communications, statements, and other key moments that matter. Also accountable for analytics, process improvement, and quality assurance functions supporting banking operations (125+ FTE, $30M)Key Achievements• Reduced Customer critical transaction defects 50% through automation with a wide range of microservices, AI, and case management capabilities • Launched new messaging and simplified enrollment experiences reducing Customer service communications and statements expense by $5M• Fully migrated core transaction, debit, and back office applications ecosystem to AWS cloud improving resiliency and enhancing data

Progressed from Senior Director to an increasingly responsible position as VP of Bank Channels. Accountable Consumer and Small Business service experiences supporting deposit, lending, and digital product needs. Led organization of 700+ associates (~$100M) across product management, CX, analytics, Customer service operations, workforce planning, and process improvement functions Key Achievements• Received JD Power #1 IVR and Call Center rating amongst large-scale Retail Banks (2016 & 2017)• Increased Live Agent NPS from 29 to 60 through product, process, and frontline culture improvements• Reduced OPex 20% through self service improvements, product simplifications, and empowering Associates• Fully integrated legacy Capital One and ING Direct Contact Center processes, technology, and operations• Migrated core technology stack to AWS become 1st financial institution Contact Center fully cloud hosted• Redesigned IVR introducing Natural Language and new self-service (75 NPS; 7% increase in containment)• Deployed Online and Mobile Web Chat Channel with 70+ NPS • Deployed Video Chat experience through iPad enabling face-to-face online support in thinner branch markets• Launched Voice Bio and 1-Time Pin for phone verification reducing Customer effort and fraud losses• Launched 300+ process enhancements further empowering Associates and reducing call transfer 20%• Launched 100+ Associate desktop product enhancements reducing # of systems by 33%

Led organization accountable for scaling Default Mortgage Servicing Channels (40,000 FTE, 30+ Sites) during the mortgage crisis. Led business analytics and infrastructure resources (call routing, forecasting tools, site strategy) supporting redesign of Customer experiences in loan repayments, modifications, short sales, REO, and foreclosure Key Achievements• Deployed Customer delinquency and Associate productivity forecasting capabilities throughout default lifecycle• Key leader in design of single point of contact experience for default Customers and resulting SFDC deployment • Executed production staff increase (25%+) including hiring and site readiness improving Customer outcomes

Progressed from VP to an increasingly responsible position as SVP of Mortgage Operations Strategy and Analytics. Led business analytics, operational readiness, and capacity planning teams focused on improving Customer service levels. Supported operation (9,000 FTE; $520MM) with analytical capabilities and insights to make staffing decisions and optimize Associate servicing productivityKey Achievements• Developed and executed plans to integrate BOA and Countrywide operations functions as part of merger• Managed Associate capacity across two platforms while migrating to a single business and technology model• Launched frontline Associate enhanced desktop and workflow tools reducing E2E loan cycles times 40% • Led expansion of Associate capacity 2X (4,000 FTE) during 2008-2010 mortgage refinance demand increase• Deployed consistent management routines and KPIs across 15 loan centers aligning performance assessment• Created capabilities to manage loan pipelines nationally (vs at site level) to improve scale and speed of operation

Led design and implementation of annuity fulfillment case management platform. Digitized key experiences reducing annuity contract cycle times by 40%, automating paper processes, and reducing operating expense. Implemented in-line process quality assurance controls reducing defects by 50%

Quantified environmental release points and occupational exposures from the manufacture and use of proposed new chemicals.