Adjunct Faculty for UNC Charlotte's BUSN 1101 & 2100 – Business & Professional Development classes, guiding the study of selected topics to prepare business students for academic and career success. Topics include goal setting, understanding the inquiry process, and engagement across perspectives.

• Directed B2C experience product management team, developing and implementing end-to-end digital and non-digital customer experiences to ensure a financially secure retirement for all Americans.• Developed product strategy and feature roadmaps utilizing customer journey mapping, data and analytics, customer feedback, and user research.• Led a team of 6 seasoned product management professionals to collaboratively identify top customer problems and prioritize solutions to drive critical business outcomes.• Increased customer retirement contributions by an average of 1-2% for those who use the contributions calculator when making a retirement contributions decision, and with a <99% client satisfaction rate for the new tool.• Decreased web registration failures by 50% by implementing an updated multi-factor authentication design for one-time passcodes, resulting in an average of $89K in estimated annual call savings.• Co-created the internal “Get to Know Me” program, deep relationship building for diverse professionals, fostering inclusion, engagement, and psychological safety, with an average overall participant experience score of 9.25/10.• Improved employee engagement scores by 15% in 7 months in the Digital & Client Experience department.

Responsible for the strategy, design, financials, and implementation of key applications across customer facing and internal channels with a focus on integrating and optimizing the digital channels and experience within the contact center environment.• Achieved an annual reduction of 159K calls to the NCC, resulting in over $2.4M in operational cost savings per year, by leading a team of 10 in the strategy, roadmap development, and implementation of digital experiences in support of a ~1.1K-agent contact center for Retirement, Banking, and Brokerage.• Co-developed and received a patent for supervised machine learning for automated assistants (US Patent No. US-20230385554-A1 – November 30, 2023) and launched TIAA’s first virtual assistant/chatbot.• Increased targeted customer use of the TIAA mobile app by 40%, enrollment in eDelivery by 18%, and digital enrollment by 33% by implementing the front-line phone associate “NCC Digital Diplomat” program, utilizing change management, employee and customer education, and rewards.• Designed and launched the NCC “Subject Matter Expert” program, integrating customer-facing phone consultants with project work to improve project success rates and increase internal associate mobility.• Honored as a 2020 TIAA Inclusive Leader of the Year, recognizing people leaders driving impact through inclusion.• Member of the Community Building Initiative (CBI) Leaders Under 40 class of 2019-2020.• Graduated from the TIAA Emerging Leaders Program as an identified “top talent” employee.

Responsible for the strategy, design, financials, and implementation of key applications across customer facing and internal channels with a focus on integrating and optimizing the digital channels and experience with the contact center environment.

• Program-managed the Enterprise-wide Internal Readiness workstream focused on field-facing employees' readiness to comply with the US Department of Labor (DOL) Fiduciary Rule.• Established the TIAA Customer Experience Board, an enterprise-wide customer project standards governing body.• Developed the TIAA Voice of Customer (VOC) analyses to drive strategic decision-making and business outcomes.• Scrum master for the development and launch of TIAA’s first Robo Advisor product: TIAA Personal Portfolio.

• Contributed to $80M/year savings by building and facilitating business case approval for the TIAA Global Business Services (GBS) subsidiary in Mumbai, India, focused on the global entity's legal, regulatory, and tax model.• Reduced the total resources required to run the internal labor capitalization process from 4 to 1, realizing ongoing savings of $100K/year through a Six Sigma/Lean Green Belt project.• Led PPM Transformation, defining common standards across IT and driving adoption of the PPM system, Clarity; established and chaired the ‘OneIT Portfolio Committee,’ maturing project management practices across TIAA.• Honored as a 2012 TIAA CIO Leadership Award recipient for impactful change management.

• Program-managed a multi-million-dollar HR Shared Services Technology project portfolio focusing on implementing a desktop application to mitigate the risk of a potential $3B billion state income tax liability for business travel.• Managed vendor relationships for all project-related & enhancement work with ADP for payroll system changes.• Led various experience improvement projects for UBS Online Services client portal; built key partnerships between technical, operational, and business teams; defined business requirements and implemented strategic enhancements.• Enhanced UBS Call Center 2nd level support processes; ran training on UBS Online Services functionality and tools.