Recruited internally to position. Orchestrated cross-functional efforts to enhance the product and customer experience (CX) in the complex digital enterprise Loan Origination System (LOS) platform. Leveraged expert client and product knowledge while engaging cross-functional executives and stakeholders to assess customer needs, craft scalable solutions, develop product requirements, and gain buy-in, resulting in increased user satisfaction and system adoption.• Collaborated with the Director of Product Development to develop complex product features designed to transform pipeline efficiency and enable detailed loan and data tracking. Conducted product analysis, user interviews, crafted design recommendations, created user journeys, user and task flows, designed UI, and gained stakeholder approval.• Created communication strategy template for major releases, included messaging and stakeholder considerations. • Managed Agile-like release process in Confluence and JIRA and monthly migration checklist. Tracked changes, features, and dependencies in other departments to achieve 100% on-time delivery. • Developed new UX/UI Style Guide for consistent digital user experience. • Crafted and led campaigns to achieve 100% adoption of features, collaborating with Sales and Business teams.• Led quick turn, high-impact project for bank's five-year strategic plan, identifying 100 operations enhancements to automate and improve customer and colleague experience.• Provided Level 3 expert product support for escalation of business, operational, and technical product problems.

Recruited internally to position. Product Manager and Business Partner for six regions; engaged with Loan Team operations and executives to improve regional performance via product and business process improvements. Used knowledge of regional strategies and priorities, end-to-end processes, and product pain points to drive product roadmap, prioritization, and vision. Drove execution of product strategies in regions. Increased user satisfaction and drove product adoption and loan growth.• Increased user satisfaction by 80% via communication campaigns, advocating for product enhancements, and training on new digital LOS platform and upgrades . • Gathered feedback and business requirements from six regions, crafted product enhancement solutions via ideating, creating wireframes, writing scope documents, and performing UAT. • Designed, tested, or advised on 120+ released product enhancements. Iteratively improved customer experience.• Led monthly prioritization and tracked backlog of 100+ gaps, defects, and user enhancements. • Led monthly user-focused Release Notes trainings with 25 managers promoting benefits of 180+ enhancements/year.• Drove five pilots, resulting in 30% reduction in overall cycle time via product enhancements / process improvements. • Created analytic scorecards. Synthesized and presented data to empower regional executives to drive business goals. • Coached team directors, support staff, and peers on resolving LOS product issues, UX design, customer service, and operational improvements.• Reduced days to close by 33% to goal of 60 days by leading weekly strategic, collaborative, cross-department meetings to identify and address gaps in loan process. • Provided Level 2 expert product support for escalation of operational, business, and technical problems.

Conceived, developed, and ran the roadmap of training programs to assist the fast-paced growth of the Lending Services department. Programs included management skills, commercial and residential lending, technical, regulatory, and onboarding. • Partnered with Know Your Client (KYC) product team during rollout of new KYC product. Tested KYC system, identified UX/UI improvements and bug fixes, and created training materials. • Advised Product Team on UX/UI design of Appian screens and workflow while creating regulatory Red Flag training. Ensured consistent user experience across other internal Appian applications. • Reduced instructor-led training to onboard Loan Administrators by 50% through introduction of engaging online modules. Selected and worked with vendor and VP/SMEs to create 10 modules.• Created robust yearlong Manager Development Cohort Program to deliver soft skills training to managers. • Spearheaded three-hour Lending KYC training for new hires to remove regulatory risk. • Redesigned the multiday commercial and residential Life of a Loan training programs. Garnered 99% satisfaction rate.

2013: Selected as one of Lens Culture's 21 New and Emerging Photographers

• Completed Master's degree in full-time program. Used critical inquiry, experimentation, and innovation to develop and refine my photography practice while engaging the creative concerns of the contemporary moment• Honors commendations in six classes. Studied under Henry Wessel, John Priola, Linda Connor, Reagan Louie, and Debra Bloomfield

• Product owner: Led technical effort to incorporate 360⁰ feedback capability into Performance Management System to meet business objectives. Conducted needs analysis, testing, and improved UX of product. Effort introduced qualitative insight into manager behavior and new data for performance alignment meetings.• Product owner: Led two upgrades for presentation software. Worked with vendor and five business units to define requirements, test, and deploy. • Program manager: Managed 3-month annual performance review process for 200 support staff using customized Performance Management System. Achieved 100% adoption of online system and acted as trusted HR partner to C-level/VPs • Program manager: Created and managed Professional Development Training program for 350 support staff at manager/contributor levels. Managed vendor relationships to create and deliver 13 training topics. 98% approval rating of training

• Product owner: Managed enterprise-wide software upgrade. Pitched idea to SVP of IT to upgrade customized presentation software. Managed project end-to-end. Successfully improved user experience and increased efficiency, productivity, and strategy professionals' quality of work• Program manager: Created software training program from ground up. Scaled delivery from 250 Boston staff to 800 global staff across 8 offices• Created and deployed Product Strategy to support technical training function. Researched, purchased, and executed all products across the training lifecycle.