Jonathan Pope Email & Phone Number

Hartford, CT, US

• Accountable for defining strategy, setting priorities, overseeing delivery and managing financials on technology initiatives in a $9M portfolio focused on creating customer centric capabilities. Worked closely with.
• Digital Adoption - Created and executed a strategy to move to a model where digital interactions are the natural way we interact with customers from the start of their relationship with Travelers. Embraced customer.
• Digital Onboarding - Worked with business partners to re-envision the way that Travelers handles proof of insurance for auto discounts to deliver a new self-service process that dramatically reduced steps and friction.
• Self Service – Oversaw teams developing capabilities greatly increased ability for customers to perform inquiry and change transactions in our mobile web offerings while reducing our cost to serve. Mobilized teams to.
• Customer Engagement – Oversaw teams managing migrations from legacy email platforms into Salesforce Marketing Cloud to allow a personalized experience that increased customer engagement. Worked to align support across.

• Drove implementation of technology solutions to support overall business goals. Collaborate with senior business partners to define scope and objectives for IT projects. Partner with other IT teams to identify and.
• Reengineered Risk Control Assessment and Service processes, implementing data strategies to streamline risk control operations and eliminate reliance on legacy technology platforms. This resulted in improved.
• Collaborated with business partners to design customer-centric digital roadmap. Partnered with IT organizations to implement state-of-the-art mobile-enabled solutions that were later expanded to other business lines..
• Created company’s first internal mobile application allowing employees to work more efficiently and effectively on-site with customers.
• Fostered innovation and creativity within team, resulting in two team members receiving first place in company’s annual innovation contest.
• Leveraged new and innovative technology solutions to create state-of-the-art digital forensics lab and evidence storage facility for use by claim investigators, internal investigations, and cyber threat analysis. This.

Hartford, Connecticut Area

• Lead Project Management, Business Analysis, and Quality Assurance organizations. Managed onshore and offshore employees working in a Scaled Agile Framework (SAFE) delivery methodology. Led $5 million portfolio/program.
• Reduced volume of major defects to 0 percent in three months.
• Implemented Automated Regression Testing resulting in more than $100,000 in annual savings.
• Improved project metrics, estimation, and change management procedures, resulting in more consistency in project deliverables and improving senior-level decision making.
• Implemented process improvements resulting in improved capacity, reduced rework, and faster implementation of future releases.

• Developed multi-channel engagement strategy across voice, mobile, web and social media. Implemented new IVR with natural language support. Collaborated with Personal Insurance and Enterprise IT to deliver suite of.
• Developed solutions that enabled contact centers to dynamically handle dramatic (10x) spikes in call volumes during catastrophic events with superior customer experience (less than 3 minutes average speed to answer)..
• Redesigned web-based Claim’s Notice of Loss Process application to increase efficiency of call center representatives and improve external customer experience.
• Delivered companies first suite of external mobile applications and supporting claim processing capabilities.

Hartford, Connecticut Area

• Oversaw strategic planning, annual budgeting, governance, and project management for Claim Contact & Service Centers, managing IT needs and administering a $10 million technology portfolio. Ensured up-to-date.
• Standardized software and replaced more than 13,000 nonapproved or outdated applications.

Hartford, Connecticut Area

• Managed teams on a variety of technology solutions to meet identified business objectives. Collaborated with claims division executives to define and implement domestic and international business strategies.
• Led onshore and offshore teams to develop $30 million multiyear program to consolidate and upgrade legacy claim handling systems to new central platform/portal, improving workflows, usability and efficiency.
• Led team of onshore and offshore staff to implement $12 million litigation management platform to enable more efficient and effective claim litigation management.
• Led team in creation of application to streamline uploading of claim documents, saving $4 million of claim handling capacity annually and creating patented competitive advantage for Travelers.
• Developed complex loss management system to improve communication, efficiency, and decision making across U.S. and international subsidiaries.

Hartford, Connecticut Area

• Selected for participation in leadership development program, rotating through several IT roles to gain breadth of experience. Collaborated with other IT team members on establishment of new project management office.
• Led team developers in creation of system to extract information from Risk Assessment Reports for use in pricing and loss prevention analysis.
• Collaborated with senior business leaders to develop a five-year organizational strategic plan.
• Led team of mainframe developers to successfully integrate financial management and reporting systems during company merger.

Bachelor Of Science, Business, Information Technology, 3.84

Activities and Societies: Beta Gamma Sigma, Omicron Delta Epsilon, Computer Information Systems Club, Art Society Concentration: Computer.

Mba, Business, Information Technology, 3.89

Concentration: Management (3.87); Minor: Finance (3.9)