- Consult and collaborate with Global Business Units in the United States and Canada to conduct current-state journey interviews with Partners/Customers and gain in-depth understanding of their end-to-end experience (Listen).- Create the journey story through personas, journey maps and heat maps; identify pain points, improvement opportunities and moments of truth; communicate end-to-end journey insights to stakeholders (Learn).- Advocate for empathetic, human-centered experiences. Collaborate with product teams to prioritize, inform design, and champion improvements to Partner and Customer journeys (Act).- Facilitate future-state design sessions with stakeholders (portal sales and service platforms).- Create and promote journey management best practices; mentor and guide teams to uplift the quality of our CX work across the company while building a customer-centric culture.

- Directed Customer Experience (CX) team and initiatives delivering exceptional experiences to our Agents and Policyholders. - Managed centralized CXM efforts including Agent/Policyholder research (capturing/advocating VOC), journey mapping, personas, experience roadmaps, and identified pain point/improvement opportunities. Supported CX VOA for major digital transformation effort.- Managed CX measurement (developed EMC Experience Dashboard) to help share key CX metrics (CSAT and CES) and build support for experience improvements. - Directed UI/UX team delivering the EMC Experience. Accountable for delivering highly effective and intuitive experiences. - Developed a team ownership culture that’s inventive, creative, and collaborative while continuously encouraging and growing CX/Design skills and career development.

As a Senior Business Architect, my focus was on enhancing ease-of-doing-business for Agents and Customers:- Provided a clear, consistent "Voice of the Agent/Customer" perspective and influenced end-to-end user experience design/flow to project teams/stakeholders.- Conducted Agent/Customer field research to identify user needs, design/develop/improve experiences and monitor progress toward business goals.- Acted as a Product Owner (promoting Agile/Scrum) coordinating between business partners, external vendors and IT in the design and development of solutions which meet goals of the Kemper Preferred and Non-Standard business units.- Collaboratively designed, developed and presented mockups/prototypes to technical and business audiences.

As a Senior Business Consultant, I was in a Business Application Owner (Product Owner) role, working along side multiple agile IT teams focused on delivering new features and capabilities to the Alliedinsurance.com (online self-service) web site, Allied/Nationwide Agribusiness Mobile Apps, and the Allied/Nationwide Agent Sales & Service Portal.I assisted in the development of product roadmaps, established vision/design (sketches/wireframes/mockups), managed/prioritized the product backlog, performed field research, fostered relationships with customers (represent voice of the "Agent/Customer"), users, IT partners, executives and other stakeholders, removed roadblocks, reviewed product progress and was accountable for successful product releases.

As Channel Manager for the E-Products Team, I researched, designed and implemented an innovative platform enabling the company to introduce electronic medical record documentation products (OASIS) into new markets utilizing tablet PC technology.Managed multiple, complex projects while directing the technical integration/interface details involving external electronic health record vendors/partners.

As Team Lead, I coached, mentored and led team responsible for delivering the Oracle WebCenter environment supporting several of the W.R. Berkley company custom portal deployments. Responsibilities included managing priorities for team, providing status and project tracking details to leadership along with fostering customer focus and educating customers regarding available portal services.I also established technology direction via road maps, recommended and implemented architectural improvements along with proposing future state infrastructure for increased stability and performance.

As Software Product Manager, I managed an industry leading software solution developed specifically for the pre-cast construction industry. Responsibilities included developing prospect and customer relationships, implementing new features into platform and developing product/feature road maps.I also provided technical and project leadership for other custom software development projects and products.

I played various technical and business roles:- Managed team of engineering staff supporting eCommerce infrastructure – managed several major projects simultaneously including hardware/software upgrades, new application deployments, security enhancements and other initiatives.- Helped lead the design and build of multiple agent portal platforms/features supporting sales and service capabilities. - Managed and assisted in design of Agency Management System integrations (real-time).- Worked with Research and Development team charged with designing/developing B2B platform (Agent Center) supporting over 100,000+ users and transacting 2.5 million dollars in DWP per day. - Designed and implemented highly scalable e-commerce infrastructure supporting Agent Center and Customer Center sites.- Responsible for designing and managing the activities related to the development of customized Sales Dashboard portal providing regional offices with ability to view real-time premium production data from all sales territories while tracking customized growth plans.- Developed and maintained strong relationships with agencies, regional offices and IT – assisted in designing several sales and marketing solutions that streamlined operations.

As Systems Specialist at a start up company (HCES acquired by 3M), I assisted in the design and development of software/hardware for wireless mobile nursing care systems. I provided network/application integration support enabling the point-of-care platform (PACE-NET) to communicate with existing hospital application environments.

As Systems Engineer, I was responsible for integrating SDS MedNet and Unix based SDS InfiNet systems into acute care and rehabilitation sites across the United States. I also designed and installed wide-area communication networks to remote care facilities and provided hardware and application software support to over 200 hospitals.