Owner of Digital Customer Experience for TIAA's Money Out (withdrawals, loans, etc), Money Movement, and Investment Management. These are TIAA's highest volume digital transactions with ~1 million completions annually.-Responsible for key performance indicators including increase of Digital complete rates, decrease of analog (call/paper) transaction volumes, and customer satisfaction scores.-Represents the voice of the customer and champion the digital customer experience across web, mobile, email, and social channels.-Defines related digital experience strategy and customer journey maps.-Utilizes customer feedback and digital analytics data to drive decisions on target experiences.

-Delivery Manager of the TIAA's Payments Platform – managing three agile delivery teams and an annual $7MM budget-Transformed TIAA Brokerage Services customer experience by digitizing its new account funding and transfer capabilities.-Delivered a best in-market external account verification experience.-Increased TIAA Bank's funding rate by 7% through the delivery of digital payment capabilities.-Delivered enhancements to digital payments and straight through processing capabilities that resulted in a 300% increase in flows between pension and bank businesses.-Led the technology assessment and estimation for TIAA’s Zelle implementation strategy.-Definition platform technology strategy and product road map.

-Partnered directly with Bank Leadership to identify technology solutions to better integrate TIAA’s Bank and affiliate businesses.-Successfully managed a complex customer data sharing and integration project between TIAA Bank and its affiliate businesses – led the partnership between respective legal, technical, and compliance owners.-Delivered integrated solutions to enable cross selling of new banking products to over 5 million TIAA Pension customers.-Managed integration and enhancement projects with vendors including FIS and EWS.-Utilized project management tools and best practices including MS Project Plans, Work Breakdown Structures, Issue / Risk Log, and Financial Forecasts.-Managed a $3.5 Million annual budget for project delivery.-Managed a team of full-time employee and contingent work staff.

-Established baseline processes, artifacts, and best practices for completion of business and systems requirements for the newly formed Banking Integration Team-Managed the delivery of TIAA-Direct general ledger integration services, TIAA-Direct’s public marketing website, and numerous vendor data feeds

-Sought out to manage a multi-year development project for the completion of Cigna's new Consumer Driven Healthcare Platform and its full integration with legacy systems and financial service vendors.-Delivered enhancements and new capabilities to the platform’s core integration technologies over seven releases and a budget of $20 million.-Managed the implementation of solutions that leveraged integration technologies such as IBM WPS Process Server, Blaze Advisor Rules Engine SOA, Web Service / ESB, and messaging architectures.-Delivered the full integration between the platform’s eligibility system and Cigna's external debit card vendor and the platform’s first “client ready” release.-Managed a matrixed delivery team of 10 – 20 resources comprised of analysts, designers, developers, testers, and junior project managers. -Utilized project management tools and best practices including MS Project Plans, Work Breakdown Structures, Issue / Risk Log, and Financial Forecasts.-Led a team of seven system analysts and provided project management support on Cigna's Consumer Driven Healthcare Platform Replacement Project-Partnered with Product and Service Operations business partners to capture detailed business and functional requirements.-Partnered with technical leads to refine conceptual solutions and to validate the business functionality of detailed system designs.-Coached team members on the best practices of writing functional requirements and use cases.-Managed workload and assignments in alignment with project timelines and resource capacity-Managed deliverable quality through one-on-one meetings, status meetings, and cross-team reviews.-Developed a detailed plan of test execution and expected results for the platform’s Integrated Testing Phase.

-Designed/implemented complex software solutions integrating web applications, desktop applications, and relational databases using the .NET Framework, OOP and SQL Server.-Met with clients, analyzed their organizations’ current operations, and translated their needs into technical specifications used in the production of numerous line of business applications.-Led technical writing efforts and produced formal documentation essential in facilitating meaningful communication with clients and project management teams.

-Edited and validated HTML, XML, SGML documents for clients including: Marine Systems, Lockheed Martin, Pratt & Whitney and the United States Air Force.-Scanned and corrected hard copy documents using Text Bridge OCR software.-Performed quality assurance tasks on deliverables and provided formal feedback to co-workers.