Leading federal client engagements focused on improving customer experience through human-centered design activities that ensure federal services are designed and delivered equitably to all citizensDefine and execute strategies for service design, Agile development, product development, data analytics, digital communications, and other technology to enhance the customer experience and support key business goals

Build CX discipline to bring organizational health into focus by customer segments, leveraging customer data, feedback, service design, and other customer journey insights to identify revenue growth and retention opportunities while also increasing the reliability of service delivery for customers.Built and led a 7-person team to develop and maintain core CX functions, including management of voice of the customer programs, customer journey mapping and ethnographic research, service design and process mapping, productivity/efficiency reporting, customer data strategy and analysis, market and competitive intelligence, as well as solution/product feature/innovation research.Working with leaders to action insights from qualitative and quantitative research, feedback channels (surveys, support center tickets, sales calls, QBRs), as well as behavioral, operational, and financial data, to improve customer experiences and measure business outcomes in metrics related to customer retention, account churn, customer lifetime value, referrals, and customer cross-sell or up-sell opportunity to close rates. Support technology partners by creating workflow & process documentation to reflect actions & interactions among people, technology, and systems that power each lifecycle phase across the entire customer journey. As the 'North Star,' these served as a key alignment tool for continuous improvement ideation/innovation, measurement of change initiatives, and clarifying to leaders how the business truly operates.Led overhaul of 150+ person global support team with org. redesign, technology implementation, and enterprise workflow management processes.

Optimize marketing operations performance reporting to improve demand generation campaign performance, lead generation funnel analysis, as well as full customer lifecycle content orchestration and engagement across departments.Responsible for establishing and reporting key success metrics around entire digital funnel experience, inclusive of channel acquisition and conversion rates, recommending A/B testing opportunities for landing page design, content marketing, paid ads, and in-product page experiences, as well as campaigns to drive digital signups and platform adoption. Identify user experience issues across the lifecycle to inform product management improvements, as well as back office automation and service design improvements (e.g., self-service registration process), and build standards of practice between product and marketing teams to identify rigor on GTM positioning, launch materials, and release management standards.

Responsible for managing and optimizing the end-to-end digital content experience, including website and content strategy to drive lead generation efforts. Focus on SEO optimization and organic traffic performance, reviewing paid traffic campaigns and landing page conversions, keyword performance and identifying current CPL/CPA through marketing efforts.Rebuilt Google Analytics implementation to correctly measure & monitor website performance, as well as lead implementation of Uberflip content management system.Serve as primary digital experience liaison to other business units, including product and technology, to foster collaboration around improvements that simplify or streamline a prospect's or customer's experience within Coyote ecosystem. Projects include lite customer journey mapping, system-generated messaging audit & revamp proposal, and data security gap analysis.

Manage the integration of website and Salesforce for improved lead management and marketing automation efficiency.

Led a 7-member full-stack development team, including UI/UX designers, to build and maintain a legacy proprietary system that helped customers easily syndicate jobs and content across their talent network sites and white-labeled student portals. Mentorship and coaching will support the development of business acumen, presentation skills, and communication and improve agile iterative development processes with the Scrum master. Lead development and performance of B2B customer site (hiring.careerbuilder.com); optimizing content for SEO and organic performance; creating and managing tests across the site, including content, navigation and page flow, and lead and demo conversion rates. I also supported the e-commerce implementation of self-service paid job posting subscription plans. Implemented and managed technical implementation projects for the deployment of vendor platforms, including Uberflip, VWO, Adobe Analytics, Google Analytics, etc., to build customized customer journeys based on on-site qualitative/quantitative research and current CRM data.

Led strategy to relaunch dormant $800k/year intranet technology (Jive) among 5,500+ employees across 15 global offices to increase peer-to-peer knowledge transfer and retention, improve document security, management, and retention practices, in addition to supporting key business areas to improve employee engagement and firm-wide communications.Identified technology roadmap to create personalized employee experiences with role and location-specific content and communications while increasing data interoperability with HRIS and launching a mobile app for traveling consultants in partnership with IT Infrastructure & Security.Create a self-service portal for employees with over 200 pieces of learning and development material, written and produced by myself, inclusive of blogs, videos, and live and virtual workshops to drive end-user content generation and peer support.

Write & manage executive communications, employee communications, as well as pitching & placing stories with industry publications to promote agency & client work, create customer case studies for PR & website useManage inbound inquiries from press and prospective clients and support new business presentations.

Manage consumer campaign development and brand marketing communications across multiple channels across multiple job-seeker products and services, leading collaboration to create a more engaging customer journey to improve brand awareness and advocacy, as well as utilization of tools and services.Developed and managed multi-channel marketing strategy and content across social, email marketing, website experience, and in-product job seeker experience, as well as aligning upsell/cross-sell opportunities for services in the user journey.

Responsible for equity-building opportunities to create and sustain strategic job seeker communications across multiple platforms. Also work with internal partners to develop and implement marketing tactics that enhance the brand's value to become a preferred choice by consumers. Oversee and manage consumer messaging across social, mobile, email, print & web presence around a cohesive voice by creating layered/integrated experiences that can also function as standalone pieces.Monitor and research consumer preferences within market and develop action plans to push the brand to meet consumers where they need the most help in the channels that they are utilizing today.Create content campaigns to build job seeker support (‘Job Seeker Spotlight’ and 'AskCB' programs) from user-generated content that could then support job seekers across all phases of job search; created funnel for career services team and increased paid career counseling sessions by 15% in the first quarter

Work with the consumer facing side of the CareerBuilder.com brand through all social network channels, corresponding blog and e-mail messaging. Project management to develop the brand in multiple social channels with unique content in each.

Managing editor and content strategist for emerging CareerBuilder niche site that's going to be a great resource for recruiters and HR individuals to stay current with technology, social media and more!Assits clients on social media strategy and execution to meet various organizational goals.

Write average of 15-20 stories per day, based off news, photo agency releases and other mediaAssist in managing intern schedules and part-time employees for writing assignmentsAssist in managing social media to further increase brand awareness and increase page views, unique visitors and monthly trafficSince starting, number have returned to record numbers since 2009

Develop, write and execute product marketing campaigns for asset-based long-term care insurance products via direct mail, e-mail and web to independent brokerage agentsDevelop lead-fostering program by direct-mail and e-mail drip campaign with 10% return on 30,000 prospective agentsEditorial experience with trade publications and coordinate media buys in print and online trade publications, resulting in increased brand awareness and 41% recall in trade publication survey of readersCreate and manage annual conference marketing campaign and promotional collateral in promotion and on-site, having increased our number of qualified producers over the last two years by approximately 150%Began online producer illustration request mechanism to drive more web quotes and secondary lead generation, which has given us a 50% increase in web Manage ExactTarget e-campaign tool, with average open rates on mass marketing e-mails between 19-22%Work daily with a field staff of 35 wholesalers who work directly with independent producers to address individual marketing requests including individual seminar promotionProject manager on all design collateral and web development projectsParticipate on several committees to improve internal communication on new business processes including underwriting and claims supportTrain new internal wholesalers in the home office on all marketing material availability, processes for marketing requests, training on marketing tools and applications and serve as resource for marketing supportDevelop wholesaler seminar programs including presentations and direct mail and e-mail marketing collateral to support attendance requirement

Wrote press releases, media alerts and pitched media coverage for product launches and community outreach programs, including History Makers of Tomorrow, McTeacher's Night, MAC Grants, and McMasters scholarship programProvided public relations support for McDonald's of Central Indiana, comprised of 157 local restaurants and 40 restaurant owner/operatorsWorked with key media partners on sponsorships for cross-promotional opportunities, such as Indianapolis Pacers, RadioOne Inc, and moreManaged the Ronald McDonald brand icon calendar and budgetManaged street team calendar, staffing and budget

Assisted account managers on various client needs by writing news stories, features, media plans, advisories, annual reports