Manager
CurrentAs a manager in Deloitte Digital’s Digital Strategy and Innovations practice, it’s my job to help clients assess their digital capabilities, benchmark them again the competition and develop an executable roadmap for developing the tools and culture needed to remain leaders in their respective industries. In the last 12 months, I’ve managed the following projects:Fortune 50 Oil & Gas Company:Develop future state of vision for the role of digital technology for retail marketing; work with key stakeholders to develop customer journeys and capability maps and perform fit/gap analysis; develop and prioritize key areas of investment within an execution roadmap for realizing digital vision; oversee implementation of a platform for omni-channel, personalized customer engagement. Fortune 100 Benefits Insurance ProviderDefine and build CRM portal based on Salesforce Communities in order to provide brokers and partners with a self-service resource to learn more about polices, customers, update information, change plans, and other transactions in order to shift burden from the call centers; work with stakeholders to define customer journeys, build capability maps and divide development into Agile-based Sprints. Fortune 500 Health PlanManaged CRM implementation team as part of a larger group tasked with defining and developing a de novo company targeting the Medicare Advantage market; worked with stakeholders to define user stories, capabilities and solution architecture of customer- and provider-facing portals; oversaw implementation of Salesforce ServiceCloud and Salesforce Knowledge. In addition to the aforementioned, my typical project deliverables include:Customer Journey Mapping Capability mappingCapability maturity assessmentExecution RoadmapFuture State Digital VisionEvaluation FrameworkFit/Gap assessmentROI CaseSolution Architecture