Led the end-to-end reimagination of a proprietary marketing tool, driving increased client sign-ups and engagementLeverage design-thinking approaches to creatively solve customer problems and business opportunitiesTranslate data, competitive analysis and client research into actionable development plansLead routine reviews of customer analytics and voice of customer inputsBridge technical and business groups to steer product develop from strategic vision to implementable solutionsInitiate user studies to identify key user friction pointsPartners with stakeholders to align on enhancement priorities and scope of investment

Led the development and execution of digital roadmaps for retirement plan sponsor, advisor, participants and Third-party administrators, impacted over 60,000 plans and 1.35 million participants Research and analyze emerging trends to drive product strategy and prioritiesDevelop customer insights by monitoring audience feedback, assessing behaviors through analytics and direct user interaction to identify product improvements and new opportunitiesEngage with various internal groups to conduct wants and needs analysis, create journey maps and user personas for identifying opportunities to enhance the user experienceProvide oversight and guidance to development teams responsible for building capabilities that meet the product's vision and objectivesServe as a liaison between digital and business partners set product priorities, technical complexities and delivery status.Manage relationships with senior business leaders ensuring that they are educated on the strategic roadmap for digital marketing and provide thought leadership on best practices for successful implementation of initiativesLed the creation and implementation of a new Third-Party Administrator resource websiteWorked with senior leaders and analytics team to define KPI’s and present them in a monthly RPS dashboardInitiated and led agency engagement for ethnographic research, web design and prototype testing

Managed a team of Business Analysts to ensure that their level of service met quality and accuracy standardsResponsible for team’s overall performance, development and annual reviewsOptimized team’s performance through identifying and removing barriers that impaired the team’s successMentored associates and peers on Capital Group’s philosophy and cultureTranslated digital channel roadmaps into resourced initiatives and supported project planning to ensure the appropriate level quality and that delivery timelines were met for the portfolio of workPartnered with an IT development manager to transition teams from waterfall to Agile methodology by implementing three multi-functional Scrum teams, then providing ongoing coaching and oversightCoordinated with key business, technology and vendor partners to ensure proper communication and follow-up on project timeframes, deliverables and escalation of issues as necessaryGuided key third party vendor in the development of their product management and user experience practiceDeveloped process for monitoring and projecting project portfolio annual budgetSupported three Business Analysts’ goals by creating opportunities which led to their obtaining new roles within Capital GroupObtained Scrum Alliance Product Owner and Scrum Master certificationsCreated an internal training curriculum to standardize the career development for Business Analyst

Facilitated requirement sessions and documented the outcomes in the form of use cases and technical specificationsDeveloped test cases and requirement traceability matrixOn-boarded and mentored new Business Analysts and supervised business testersAs the first Business Analyst for Retirement Plan Services websites, developed our web help desk policy and proceduresServed as project manager on many initiatives

Participated in creation and launch of the service area of American Funds Recordkeeper Direct across two service centers. Supported day to day operations including plan installation and general account services for new and existing clients.