Lead the 1,350+ person team and BECU’s member journey strategy across all channels, including Digital, Neighborhood Financial Centers, Contact Centers, and ATMs, Marketing and Communications.

The More Elephant platform champions thought leadership for today's world.To be More Elephant is to celebrate and activate the change within us by saying less and intentionally listening to change the world for the better, one idea at a time. In doing so, we learn from each other and become change agents, individually and collectively, as we craft a more human, empathetic lived experience for all.To be More Elephant is to challenge us to Listen. Learn. Live. Better.

Led strategy and execution for digital experience, UX/UI design, marketing (brand, PR, acquisition, and engagement), product, and customer experience transformation teams tied to driving customer-centric growth across specialty lending products.Key highlights include:Delivery of digital brand refresh to improve acquisition and service experience as well as centering customer financial healthDevelopment of enterprise customer-focused segmentation to manage and measure the business to drive greater customer engagement and satisfaction. Architected the first Voice of Customer program to establish and improve relational NPS and CSAT.Defined and deployed agile continuous delivery framework in partnership with Technology teams to realign enterprise product delivery, improve speed to market and effective prioritization, and enhance value creation from enterprise investments. Refactored $20MM of initial investments to drive prioritized growth initiatives.

Led 180+ person team, 35+ agile business teams, and directly responsible for establishing the vision and leading execution of USAA’s Deposits and Retail Payments strategy serving 12 million members and $105B+ in balances.Key highlights include:Leading product strategy, pricing, member experience, innovation, enterprise digital solution sets – real-time payments, payment hub transformation, data integration – and ensuring a sound first-line risk culture addressing compliance and regulatory matters. Key partners include Omnichannel Delivery, Operations, Marketing, Finance, Compliance, Risk Management, Legal, and Technology.Voting member of ALCO Committee, Bank Operational, and Compliance Risk Committees.Represented USAA Bank (8,000 employees) on the CEO Diversity Council.GM, Head of Deposits and Money Movement (Sept 2019 - Jan 2021)

Directed vision and strategy for Key’s Community Bank Online and Mobile Digital Business Unit and held P&L responsibility for Consumer Payments Business. Key highlights include:Conceived and led digital sales strategy, engagement and retention initiatives, capabilities roadmap, agile methodology implementation, design standards, and payments integration for retail, small business, mortgage, and Private Bank customers.Transformed Key’s digital experience by implementing a digital wallet strategy, deploying biometric authentication, adding Zelle, and enhancing mobile deposit capture and bill pay. Improved Net Promoter Score 2x to 45. Generated 18% YoY growth in enterprise prospect conversion and delivered record-level of digital sales.Partnered with CIO to co-lead accelerated deployment of transformative digital experience and technology stack. Resulted in multimillion-dollar cost savings and seamless enrollment of 400,000 new clients from First Niagara merger. Led agile transformation, deploying 10 agile business teams, and delivering an 8x annualized increase in throughput.Leadership roles include:Corporate Officer and Member of Retail Leadership Team focused on Community Bank long-term strategyMember of Executive Council leadership team contributing to corporate strategyMember of Diversity & Inclusion Council and Corporate Responsibility CommitteeExecutive lead for Mastercard and TSYS relationships

Directed growth strategy for a $600 million revenue product business covering checking, debit, fee income and credit card products (consumer & small business).Contributed significantly to post-acquisition top line revenue growth of 10% and pre-provision net revenue growth of 35% (2018 vs 2017).Key architect of financial wellness brand strategy to reposition Key brand as reflected on consistently high-performing JD Power scores.

P&L and overall product management responsibility for a $5 billion US prepaid portfolio including launching Bluebird, a debit and checking alternative, in partnership with Walmart.Acquired 1+ million Bluebird customers; $1 billion in load volume with 35% of funds from direct deposit.Led a team of 20, 100+ cross-functional partners, and a $20 million technology investment budget.Achieved 12% CAGR in profitability in margin-sensitive business while funding international expansion.

Led product design, acquisition strategy, operations, digital UX for co-brand and global travel card prepaid portfolios.Defined global strategy, customer experience, digital experience, and capabilities roadmap for Brazilian travel product and first-ever American Express prepaid product on the African continent in partnership with Tourvest and NedBank. Managed relationships with in-country regulators.Achieved $300 million+ in sales, acquired ~100,000 new customers and facilitated signing of 3 additional bank partners.Defined business requirements and led development of platform, processes and customer experience, gaining regulatory approval for pan-European issuing license to launch prepaid products across continent.

Partnered with Federated Media to transform the small business content solution, OPEN Forum, including establishing Amex’s first Twitter handle, integrated LinkedIn APIs driving usage and brand credibility, and building a curated content publishing strategy and experience focused on small business opinion and insights from leading bloggers.Delivered 1000% YoY growth in unique monthly visitors to 1.2 million and generated $1 million+ in sponsorship revenue.

Led Costco and Delta relationship and delivered record 166% YoY growth increasing portfolio performance 600 basis points representing ~22% of small business accounts acquired and $2.2 billion in spend volume for Costco and Delta portfolios.Led digital, in-person acquisition and client experience in launch of new Starwood and JetBlue business card products.