● Lead design thinking workshops and client interviews to collect business requirements, pain points and gaps in order to prioritize the most impactful improvements needed to optimize customer experiences ● Identified gaps in client omni-channel marketing strategy and designed new campaign strategy, which impacted 70,000+ customers and over 20,000 internal employees via email, phone, interactive voice response and web-based content ● Analyzes market data, industry research, and competitive reports to make data-based recommendations on strategic and implementable opportunities to pursue● Create operating model documentation and formal presentations to demonstrate storytelling of future state vision to clients ● Collaborates cross functionally with Technology, Marketing, Operations, and other key stakeholders, effectively communicating timelines and managing stakeholder relationships

● Supported facilitation of client interviews with executive leadership of Fortune 500 clients to document pain points and developed frameworks and data models to address gaps to support future state designs ● Drove execution of an org-wide assessment of 1000+ employees to drive process improvement decisions ● Developed future state operating model and implementation plans outlining change impacts for impacted stakeholders which resulted in 5% efficiency gain and 8200+ hours/year saved ● Created internal communications, training support and gamification strategy to improve employee productivity and adoption of data visualization tools

● Developed front-end UI and corresponding database using SQL to visualize data regarding equipment hosted in critical data centers ● Conducted analysis of data and its compliance to standard requirements which increased data accuracy by 15%

● Analyzed the performance of 100+ internal banking applications within the Global Wholesale Banking department that processes payments for global corporations ● Created extensive reports of application failures which was used to strategize possible enhancements