Katherine Davis Email & Phone Number

Sacramento, California

IT SENIOR STRATEGIST – Enterprise Customer Platforms, IT Applications (February 2022 to present)- Establish technology strategy for customer-facing platforms to modernize, consolidate, and innovate. DIGITAL STRATEGIST – Customer Services and Operations Department (June 2019 to February 2022)- Set the 5-year vision and plan for digital self service channels (web, app, IVR) and agent-assistance channels (phone, chat, email, video calls, social) and tools (CRM, chatbots).- Supported the SMUD Zero Carbon Plan as the strategist for customer-facing technology. - Serve as a coach/mentor for other Product Owners as new teams are formed.AGILE PRODUCT MANAGER AND PRODUCT OWNER, Lean Portfolio Management Department (September 2017 to June 2019)- Hand-picked by business and IT leadership to serve as the Product Owner of the Digital Self Service Product Team, SMUD’s first Agile Product Team.- Managed the Digital Self Service Product Team, a cross-functional team of 12 that included IT and business resources. Partnered closely with business and IT leadership to stand-up the team and ensure an on-going backlog was planned and prioritized. SUPERVISOR, Customer Care Planning Team (Sept. 2017 to March 2018 | served in this role at the same time as Digital Self Service Product Owner)- Served as Supervisor for two Strategic Planner staff members. DIGITAL CHANNEL PLANNER, Digital & User Experience Team (October 2015 to August 2017)- Established SMUD’s Digital Foundation and Personalization Strategy to ensure digital is the primary customer servicing channel by 2020. - Developed digital channel strategies and partnered with IT to plan the marketing technology stack. - Composed business case documentation and established project budgets.

Rancho Cordova, California, United States

- Developed the digital marketing 3-year strategic business plan to support VSP Vision Care’s 71 million members through an omni-channel platform including: web, mobile, search, social, email, video, language translation, chat, marketing automation, CRM, and the automated phone system. - Implemented the plan via the Scaled Agile Framework, serving as an Agile Product Owner. Managed strategic marketing and communications programs and projects to meet the needs of customers, stakeholders and high-profile clients .- Supported the organization as a thought leader and innovator in the digital space. Initiated and implemented VSP’s first social reviews program to improve member and client satisfaction. - Championed for innovation and operational savings by leading an Agile proof of concept team to execute the digital implementation of VSP’s Out of Network Claims Form. This was a 100% manual, paper only process. Within 8 months of digitizing this process, we saved VSP $500,000 with zero advertising dollars. - Provided business strategies for new revenue models including the promotion of the Premier Eye Doctor Program on vsp.com’s Find a Doctor tool. - Collaborated with another member of leadership to recommend VSP’s transition from an E-Business Team to a Digital Marketing & User Experience Team that included a new team structure and new roles such as: digital strategists, project specialists, UX designers, marketing content specialists, and metrics analysts.- Provided on-going decision making, prioritization, and approval of work for a cross-functional product team. - Negotiated vendor contracts and managed project budgets. Set strategic direction for mobile, language translation, social reviews and search engine optimization vendors, and ensured success metrics were achieved.- Established key performance indicators (KPIs). Created reports and presentations that detailed the successes.

Sacramento, California

- Established the strategic direction of California Association of Boutique & Breakfast Inns (CABBI) programs and services.- Developed, planned and executed new business models including the “digital program” which featured the cabbi.com website, online travel guidebook, digital bed and breakfast cookbook, gift cards, search engine marketing (SEM) and social media advertising program.- Defined and measured quarterly revenue targets for programs and services.- Established and managed project budgets including the overarching digital program budget.- Facilitation of CABBI Board Meetings and relationship building with volunteer leadership. - Supervisory duties of Membership Managers.

Kenosha, Wisconsin

- Created, planned and executed content strategies to support Snap-on executives (CEO, President and Vice President) as well as marketing, product, business development, and Lean Six Sigma leadership. - Writing specialties included: speech writing, website content, newsletters, communications plans, media kits, product and promotions writing, executive memos, talking points, and video scripts.- Responsible for writing, editing, desktop publishing, graphic design, coordination and distribution of Snap-on publications for employees and franchise business partners that were updates from the CEO.