Carly Rian Group (CRG) is a management consulting firm that specializes in solving business problems driven by cost, quality and time. We believe working with clients is a privilege and that our equity lies in our ability to be trusted. Our team is relentless, truly passionate about what we do and offer. We are problem solvers who consistently deliver defendable results. Our clients miss us when we’re gone, but they know they can rely on CRG to help solve their next challenge. Earning an invitation back is how we measure success.

Employee and customer adoption of financial services digital innovation doesn't just happen. The Horizn platform helps financial institutions to activate engagement for digital products with employees and customers. I help to build business and executive relationships with Horizn's global financial services customers as they look to grow their digital innovation engagement. I build trusted relationships and help FIs to drive digital adoption through strategic marketing, digital strategy and practice management initiatives leveraging the Horizn platform.

• Lead team of 13 direct reports across change management, customer experience, communications and training to deliver on department’s strategic initiatives.• Built customer experience team and implemented Sales Champions and Net Promoter Score Outer Loop operating models (Voice of the Customer Listening Program) to drive product and service improvements; identified and oversaw implementation of 15+ significant opportunities.• Initiated digital learning transformation, improved digital adoption by 314% and efficiency by 51%; saving $105K annually and creating a strategic learning development roadmap.• Lead change management pod for consolidated billing lab; MVP1 launched with 92% customer satisfaction and 100% executive alignment.• Spearheaded development of communication effectiveness and efficiency metrics resulting in 23% reduction in urgent requests by identifying responsible teams.• Introduced journey mapping for critical product flows, recommendations for digital wires migrationimplemented resulting in a 9% improvement in customer satisfaction.• Developed digital channel incident reporting and alerts model for customer notification; reduced notification upload from one day to one hour.• Oversaw all executive communications for internal and external events, internal online publications anddepartment learning.

• Oversaw team of four to develop risk based operational control testing model using agile methodology to plan, manage and remediate reviews; target operating model and associated components adopted as first global operational program.• Lead design of new customer service / inquiry Omni-channel target operating model that changes the approach to resolution of complaints, empowers customers, and drives structural cost reductions; piloted in Peru.• Provided leadership oversight over the development of One Step Resolution requirements for Central America in support of the Citibank integration.• Successfully lead the implementation of the Customer Inquiry Platform for Caribbean Region.

• Lead multi-disciplinary organization effectiveness initiatives to reduce structural costs and improve processes; exceeded result with a net reduction of 22 employees and annual run rate of $4.0MM.• Effectively lead the discovery and structural reengineering process of 950 enterprise finance staff to create centres of excellence and reduce structural costs; five major opportunities identified were employed.• Spearheaded cross lateral team to implement divisional data governance structure across head office and international regions to improve data quality, timeliness and satisfy OSFI requirements within required timeframe.• Managed the development and implementation of the regional Caribbean GTB team to separate execution from governance and reduce regional costs.

• Managed team to implement $2MM website platform upgrade across 27 countries; mobile traffic increased 43% in first quarter after launch; voted by executives as best project 2013.• Oversaw $600M search engine marketing optimization program; reduced cost per click 26% to $0.11.• Developed integrated social media and digital reporting dashboard to focus growth and drive tactical implementation plan; exceeded 120% growth objective in digital traffic and 1MM 'likes'.

- Lead the marketing planning strategy and execution for retail banking programs across the international division.- Spearheaded the brand strategy effort to develop the divisional customer value proposition across segments. Succeeded in achieving approvals from senior executive and rolling out to all counties. - Developed the "mortgage check-up" program, resulting in a 40% increase in rso dentist originations. Recognized as top 3 programs launched in the division.- Lead the development, launch and sustainment of the online integrated marketing calendar, linking all Caribbean and Latin American counties together to allow for efficient planning and execution of integrated marketing programs. Identified $1MM in synergies after one year from best practice sharing and the reduction of duplicative development costs.

- Lead the development of the mobile banking marketing campaign to support the banks' first launch of a mobile app. Succeeded in being first to market with campaign recognized as best program for the year.- Spearheaded the brand stability campaign recognizing the bank as the most stable bank in the world. First campaign to run consistently in all markets with common creative. Recognized for energetic leadership and strong influencing skills o gain agreement and alignment. - Oversaw the research, interpretation and strategic redesign of the Caribbean deposit suite. Resulted in a streamlining of deposit products from over 10 accounts to five distinct offerings.

I rotated through four areas of Scotiabank International including marketing, wealth management, commercial banking and commercial banking in Belize.