• Provide strategic leadership and collaborate with senior executives to contextualize data insights and use them to guide strategic decision-making• Manage an analytics team that conducts in-depth analysis to uncover key insights into business operations and outcomes for the Service, Marketing, and Member Experience departments. • Build reporting and data solutions for business users utilizing a range of industry and business intelligence tools (Databricks, SQL, Power BI, Looker, etc.)

• Owned the strategy and execution of our Voice of the Customer program to capture feedback from 100K+ members. Feedback includes quarterly NPS member surveys, transactional surveys, and additional ad hoc qualitative and quantitative customer research.

• Defined a strategic vision and product roadmap to achieve $70 million in cost savings by driving toward a digital-first customer experience • Generated avg. 150% lift in mobile app adoption of claims self-service content in A/B testing of customer communications in collaboration with cross-functional partners and front-line claims teams• Signed a key vendor partner to provide a deeplinking product feature critical to transforming customers’ digital experience with ~25% first year projected lift in the mobile app Monthly Active User KPI• Partnered with analytics teams to discover actionable insights to prioritize work e.g. understanding top drivers for 12+ million inbound customer calls to target specific customer touchpoints

• Led a cross-functional distribution and claims leadership team through a customer satisfaction problem-solving effort that resulted in identifying additional capacity to increase dedicated claims handling by 50% • Created claims customer journey maps including interviews with 50+ external customers and agents as well as customer-facing front-line staff to prioritize top customer experience improvement opportunities• Developed a Net Promoter Score customer survey design to measure customer experience and generate actionable Voice of Customer insights across the claims lifecycle

Joined Liberty Mutual through a management development program completing rotations in different functional and business units:Personal Insurance - eCommerce Innovation• Tested a virtual quoting proof of concept in customer interviews to build an AI product roadmap for 3x improvement in digital home & auto sales. • Served as business product owner to develop mobile application enhancement . Personal Insurance - Marketing Strategy• Identified highest-performing (67% more likely to renew) customer communications strategy for policy renewals with premium increases through in-person focus group research and quantitative survey results• Managed development of direct mail campaign materials through collaboration with an external marketing agency.Commercial Insurance - Small Business Underwriting• Designed and implemented methodology to enhance underwriting management team’s analysis of staffing capacity. Coached underwriting managers and staff on application of process and tools.• Acted in a functional underwriting role including completing new business, renewal, and endorsement transactions.Commercial Insurance - National Construction • Led cross-functional project that implemented improvements in workflow process and improved interaction between underwriting and policy production teams. • Researched paperless policy delivery options to agents and insureds. Project initiated a 40% reduction in paper printing expense related to construction wraps.

• Expanded an underwriting recommendation tool to provide guidance on top classes of business in workers' compensation.

• Evaluated the credit ratings and approvals for a $100+ million portfolio of asset-backed conduit securitization and municipal finance transactions in multiple asset classes.• Presented credit ratings and transaction approval decisions to senior risk executives and ratings committees.• Participated in due diligence meetings with senior client executives to confirm client operations and procedures met the bank’s risk management standards.

• Developed and executed communications strategies for clients in the technology industry.• Managed relationships with stakeholders including clients, media contacts, and industry analysts.