Head of Product Management for Agent Capabilities within Small Commercial segment. Drove growth through digital capabilities and partnering with underwriting and product line leaders to ensure profitability. Defined practical execution of Agile model, focusing delivery teams on the work and KPIs that mattered most to the business.

Established Customer Experience practice within Travelers Enterprise Operations, leading development and driving execution of CX strategy across ~6,000 employees in ~90 domestic and international offices. Drove increased “outside in” cultural focus; elevated amount, quality, and utility of VOC listening; and lead deep analysis of individual Operations areas, culminating in the creation and execution of multi-year CX roadmaps.

Responsible for sales strategy within Travelers’ Personal Insurance Direct-to-Consumer distribution channels (both online and call center), including overall approach as well as specific concept ideation, feasibility and cost-benefit analyses, and executive business ownership of pursued projects.Also responsible for development of Personal Insurance multi-year digital strategy as well as design of customer retention programs across all distribution channels.

Responsible for Customer Experience loyalty metrics, measurement design, and insight generation.

Roles included program management, project management, shared service strategy, web measurement, technology strategy, marketing program design, business case/CBA development, test strategy design and implementation, and mainframe development programming. Focus exclusively on personal and commercial insurance.