I help shape the future of digital member journeys by creating a seamless and engaging experience for every member. I'm a driving force behind the vision and strategy that guides digital product journeys, ensuring they meet members' needs and align with organizational goals. Essential outcomes of my role are to streamline research, design, and delivery processes and bring insights that will directly impact how the credit union innovates and improves.

As an Advisor to Credit Mountain, I support the leadership team through the provision of strategic guidance and expertise to drive the growth and development of the Warm Decline Adverse Action Notice (AAN) platform.

Responsible for the onboarding and overall success of clients through the development of implementation and execution playbooks, strong relationships and open and transparent communication. Bringing an entrepreneurial view and deep knowledge of digital and financial services ecosystems to help ensure overall product success, growth and development.

Developed and executed digital strategy in partnership with primary vendors, business units, and IT operations and development leaders to drive member-centric, highly aligned digital ecosystem. Oversaw and led total digital experience for all member-facing (non-website) capabilities, including design, implementation, and channel performance of online account acquisition, online and mobile banking, virtual assistant, secure authentication, member satisfaction, and channel revenue goals.• Co-created and implemented digital portfolio management process and Agile delivery model to enable increased focus on digital beginning immediately in mid-2019. Led change within organization through ADKAR approach and personal connections made with peers. Transformed digital delivery team to a highly scalable, best-in-class organization leveraging continuous delivery model, resulting in approximately 8% CAGR of online banking users as well as 15% increase in digital application submissions, driving overall growth, member engagement, loyalty, and retention.• Worked with executive stakeholders, board members, and various steering committees to ensure overall alignment to product roadmaps and business goals and outcomes. Remained focused on changing technology landscape and ensured required updates and improvements remained part of delivery backlog to enable competitiveness and market differentiation.• Created and implemented an innovative software development process that delivered previously unavailable, critical member needs to the digital experience, resulting in an overall increase in digital Net Promoter Score.

Delivered award-winning, best-in-class digital experiences and implemented transformative technologies in support of financial advice services group (life company and investment company). Designed and executed multi-year experience roadmaps and “storefront” strategies to drive to proactive, industry-leading posture in face of market upheaval and digital disruption.• Led team of 24 digital product managers in support of four primary product line experiences: life insurance, health insurance, annuities, and investments. Integrated all aspects of data and analytics related to member experience and digital performance, with focus on uncovering member pain points, opportunities for improvement, and strategic differentiators.• Established and implemented innovative optimization approach to improve member satisfaction and contributed to significant increases in sales efficiency. Improved member sessions-to-products issued ratio by 28% on .com and 1,400% on mobile over period of 2014 to 2018.• Transformed multichannel organization from traditional contact center alignment to digital-first company while maintaining and supporting all existing experiences. Architected new team model to better align to changing business needs. Enacted tactical focus of two primary delivery teams, including acquisition, nurturing, and servicing while two enabling teams provided SAFe Agile delivery and technology integration in form of epic/feature ownership and Lean business case development.• Developed and maintained primary working relationships with product line leaders, design, data and analytics, marketing, information technology, and all other critical supporting functions. Championed and promoted implementation of digital transformation, design thinking, and virtual assistant technology.

Oversaw translation of business and end user requirements into powerful and effective Web applications by working closely with business unit leaders and senior executives to implement modernization strategy and tactical execution plans for 27 mission critical web properties. Drove creation of unprecedented business and IT relationship as well as development of realistic three-year plan for identifying highest priority modernization targets, redesign, and relaunch of OneAmerica.com, and project initiations for three participant, policyholder, and agent applications.• Managed all aspects of e-business experience, including leading team of 30 employees and ten contract resources in implementation of new technology stack and related toolset as well as adoption and adaptation of Scrum Agile, implementation of continuous delivery model, development of variable capacity model to provide flexibility (and execute with speed and agility), selection and management of strategic vendors, and development of social media and mobile strategies for enterprise.• Provided and facilitated digital thought leadership to entire enterprise and inspired core e-business team to execute simultaneously on key strategy as well as provide ongoing maintenance of multiple outdated legacy applications. Established and maintained solid fiscal and budgetary discipline to ensure all projects appropriately funded and all budget targets set and met in timely manner. Created alignment with IT peers to ensure execution of shared goals and projects.

Developed and implemented domestic and international e-business strategic roadmap and regional execution plans by working directly with senior business unit leaders, resulting in consolidation and standardization of all company websites to common delivery platform as well as design and launch of various new flagship web properties, implementation of customer acquisition funnels, digital marketing campaigns, A|B testing, Google analytics, and 50% increase in credit product sales to credit consumers internationally. Led and headed up company intranet, SharePoint, and all externally facing Web properties.

Aligned all enterprise-level web production activities, including development of user-centered design approach, operational support model, and distributed content publishing model. Fostered successful redesign of BankersLife.com, resulting in initial 15% increase in online leads. Executed development of information architecture and user experience for insurance agent sales portal, including creating content taxonomy, copy, content, banners, and campaign management system.

Worked directly with top-tier companies to define, develop, and implement leading-edge e-business strategies and tactics to include online marketing, customer acquisition and retention, portal application integration, information architecture, usability, UX and design, content management, new business identification, and development. Created user interface and entire buy process of advertising web portal for leading New York City-based national media company. Developed overall implementation strategy and tactics for redesign of corporate intranet site for White Plains-based world-class hospitality and hotel company.

Headed retail consumer segment of bankone.com, including strategic and tactical decisions for online marketing, customer acquisition, retention, and content creation, management, and maintenance. Worked collaboratively with product management and marketing teams to create and implement online campaigns based upon overall brand strategy and financial goals for channel.

Engaged as integral member of project team developing one of country’s first online banks. Designed and implemented end-to-end web-based email application, including development of business and technical requirements, search and selection, contract negotiation and management of software application vendor, budgetary, project management, and ROI responsibility. Oversaw customer relationship, servicing, and marketing to customers of AOL and Prodigy based online banking sites and applications.

Assumed progressive branch banking experience and responsibility. Managed high-volume retail bank branch, including sales, customer service, and branch operations, resulting in branch sales results consistently ranking in top quartile network-wide. Provided coaching and performance management to direct reports to develop personal selling skills as well as cultivate sales culture based on teamwork, high morale, and in-depth product knowledge. Recognized as dynamic collaborator and innovator.

Infantry Company headquarters platoon sergeant, lead weapons custodian, and assistant rifle squad leader recognized for outstanding performance, dedication to duty, and superior leadership qualities. Promoted meritoriously to each grade. Received Good Conduct Medal and Sea Service Deployment Ribbon. Named honor graduate for “Small Unit Leaders Course 3-85: (SULC School). Discharged honorably from active duty with final rank of corporal.