* Spearhead and execute a comprehensive product strategy and roadmap, leading a large cross-functional team of product managers, engineers, designers, data scientists, and researchers* Establish data-driven decision making frameworks to drive growth and the portfolio’s highest ever customer satisfaction scores* Optimize product performance and team effectiveness across a $50M product budget* Transform team dynamics and culture and foster a culture of innovation, transparency, and empowerment through clear goals, collaborative planning, and open feedback* Champion the development and integration of machine learning models* Foster strong relationships with executive leadership and key stakeholders

* Crafted and launched a new portfolio of platforms to power consistent, seamless, personalized, and always-on experiences for 55 million customers across self-service digital, in-person, and assisted channels; at target, these platforms handle 20B+ core customer and account records daily with 50-100ms latency for enterprise-wide use* Established product vision and approach to unify formerly disparate teams while simultaneously increased employee satisfaction to become the 4th highest scoring product across all of Consumer & Community Bank* Drove new business products and feature launches to ensure real-time, omni-channel consistency of critical customer information through enriched data and modernized core capabilities; included industry-leading transaction detail clarity, a single view of cross-account transactions, and powering new lending products* Delivered foundational AI/ML and API components of new Recommendation Engine and real-time customer activity timeline to drive real-time dynamic eligibility, enterprise customer context, intent prediction, and journey continuation across all channels* Founded collaborative relationships with enterprise stakeholders and partners

* Owned product development of new, unified servicing platform that optimized call representative experience* Transformed core experiences to build end-to-end journey connectivity through real-time data that allowed customers to move seamlessly across channels and sessions* Defined and drove intelligent technical foundations (global APIs, FaaS services, core capabilities) to collect, process, and expose customer data for all channels, applications, and clients

Envisioned and operationalized strategy and roadmap for Amex’s first global, omni-channel customer journeys (web, mobile, phone agents, IVR, bots, IoT, etc.)

Responsible for business planning, strategy development, customer insights, and analyticsMember of the Senior VP Leadership Team

Advance partnership strategy to enhance customer experience and support business growth

Lead change management for implementation, evaluation, and use of new customer strategies across the US consumer market. Develop innovative customer engagement strategies for internal and external partners.

Developed and deployed innovative customer segmentation strategies from scratch for the US prospect and customer markets. Refreshed strategies to engage new and existing Card Members with our brand across digital and traditional channels. Oversaw and managed strategic partnerships to create new opportunities for Millennial consumers.

Managed multiple secondary school music education programs across local, national, and international audiences. Devised program structure, content, and recruitment strategy, and orchestrated concerts, which included national choral festivals and an annual series of internationally video-conferenced concerts with such countries as India, Turkey and Mali.

Implemented music education programs across the region and the country. Analyzed expansion opportunities and coordinated all aspects of the programs from registration and training through producing the final concerts.

Created and led lessons for 1st and 3rd grade students. Directed extra-curricular music and drama programs