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 business executives to define multi-year strategic plans, defined and aligned supporting initiatives and coordinated execution across IT teams. Ensured successful delivery of business results working in a scaled agile methodology both individually and through direct reports.• 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 centric design, MVP and ‘test and learn’ mentalities to quickly get capabilities to market, monitor results and adjust as needed. This greatly reduced customer friction for key processes like policy delivery and account registration while yielding over $2M in expense savings from early deliveries and tracking to $12M in overall expense savings.• 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 for customers while also saving $2.3M in operational expense.• 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 build a new modernized mobile application further extending self-service options.• 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 organizations and clear roadblocks as needed.

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 manage technical dependencies to ensure seamless delivery of IT projects and operation of IT systems across the organization. Provide oversight and supervise the managers for the Project Management, Business Analysts, and Quality Assurance teams.• 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 efficiency, enhanced customer experience, and improved job satisfaction for risk control professionals.• 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. Application metrics allowed for strategy adjustments based on customer usage patterns.• 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 project positioned company for growth in cyber marketplace and allowed for the management of large (petabytes) data sets for a tenth the cost of traditional storage.

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 management operation. Facilitated annual business planning sessions. Developed and managed IT budget and resources. Managed operations and portfolios, providing updates to executive team.• 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 mobile applications for personal insurance customers, including loss reporting and claims status. • 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). Established capability for periodic load testing of telephony infrastructure to ensure stability. These solutions were unique for our company, providing a strong competitive advantage.• 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.

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 technology currency, planning and implementing migration of claims division’s 15,000 employees to new operating system and related software. Identified and mitigated risks to ensure continuity for business processes and applications.• Standardized software and replaced more than 13,000 nonapproved or outdated applications.

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.

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, overseeing application and infrastructure upgrades. Served as founding member of the Enterprise Business Intelligence and Analytics (EBIA) team, simplifying technology environments and standardizing methodologies, policies, and procedures. Developed pilots and proofs of concept for new technologies. Collaborated with HR team to redesign compensation practices and annual performance review processes to better support IT team members. • 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.