Product Design and Customer Experience advisor for auntedna.ai

Providing creative experience advisory services to Reaction and it's global community to create exponential change

Responsible for creating the customer experience strategy and practice for the enterprise• Stand up CX program and identification of business outcomes and create and approve CX multi-year strategy, plan, CX investment, resources andtraining curriculum• Set CX measurable goals/KPIs, build governance and prioritization model and build CX dashboard that drives business decisions and focuses on thecritical dissatisfiers and insights for all customer segments. Create baseline NPS and CSAT scores for all customer segments. Work in ParticipantService Center is already yielding a 12% reduction in call volume through self-service enhancements and improved experience (8%) on getting whatcustomers need the first time they contact us.• Develop strategic initiatives that drive customer satisfaction and removes customer dissatisfiers and advises the executive team on areas ofopportunities to drive revenue and growth and improve retention• Partner with internal OCM and training team to build an experience plan for leaders and associates that drive a sense of ownership andunderstanding how their roles and day-to-day work aligns and contributes to the experiences they offer our customers• Responsible for driving innovative end-to-end experience improvements in partnership with shared service and operational functions

Emergency Communication and Coordination lead for COVID-19 that drove decision making/ framework creation for remote work and building ofthe Enterprise Return to Workplace Strategy - built a plan to allow for associates to work remotely - plan achieved 95% productivity for all OAassociates. Instituted a remote work plan within 3 weeks to get 98% of associates in a remote environment• Responsible for providing recommendations to CEO and executive team on remote work, and development of HR protocols and policies, safetyprotocols, associate and Tower handbook• Partnered with Corporate Communications and HR on building a new communication framework for leaders and associates that included newvirtual meetings, training and videos and created a decision-making framework for activities and events with the sales and events teams thatallowed the team to pivot based on identified triggers and external factors• Critical member of external group (CICP Task Force and CICP) that influenced community and company protocols and associate engagement andused healthcare insights (OurHealth/Marathon Health partnership) to inform our plans and decision making

Responsible for corporate strategic planning process, transformation of merger and acquisition processes and driving digital strategy• Ownership for Mergers & Acquisition identification and implementation and creation of M&A playbook• Responsible for building annual and multi-year planning processes, oversight for strategic planning liaison group, and competitive analysis andbenchmarking activities in partnership with business line strategy leaders, finance and investments• Responsible for driving strategic agendas and discussion for the Enterprise Operations Committee that focused on enterprise investments. Helpeddefine a decision-making model on where and how we should invest funding and resources on most critical strategic priorities• Influential in the build out of digital strategy and investment decisions and partnered on transforming our Enterprise Operations Committee

Responsibility for team of business relationship managers focused on all lines of business and shared service areas, business analysts, IT strategy, training and organization change management• Delivery and oversight for major IT reorganization (Service Delivery Model) including overall strategy, organizational change management and communication plans. Started building the foundation for shifting to product management in the portfolio along with a new focus on customer experience (internal/external)• Chief of staff for IT organization responsible for IT Strategy that delivered a highly successful 4-year plan that aligned to stakeholder value realization and delivered on critical business objectives• Creation of Executive Council, Board materials and all IT communications that improved the IT brand and associate engagement• Creation of new function and capability within IT (Business Relationship Management) and sponsorship for major IT projects that drove a customer centric vision and improved internal customer satisfaction. Outcomes included increased deadlines met with better quality and enhanced customer experience, influenced the build out and hiring of Robotics and Innovation (Practices and leaders). Model built has been embraced throughout the organization in areas of HR, Marketing and Operations• Lead a team of business analysts to transform our Participant/Provider websites using an agile methodology which led to increased retention and improved customer experience• Built out the Transformation Management Office to oversee the successful delivery of the IT strategic initiatives and overall strategy – oversaw project budget of $30M

Vitalogix Consulting LLC is a global organization that specializes bridging the gap between technology solution and business strategy. Our clients range from other Consultancy groups to universities to commercial pharmaceutical and healthcare entities.

• Responsible for strategy and implementation of new channels within the Affiliate.• Worked on projects that delivered new technologies within the Medical space. We focused on Healthcare Professionals and our interactions with them from a medical information perspective.• Supervised numerous Business-Unit individuals for each project as well as an internal team of 6 individuals.• Projects included launching a new platform for a medical portal, partnering with outside vendors such as ePocrates and Medscape to launch new platforms for customers.• Designed a strategic process within medical that helped accelerate projects through their lifecycle – Ideation thru Expansion and imbedding market research throughout the process. This allowed for the standardization of project lifecycles.• Created a process to allow regulatory, legal and compliance to meet weekly to review projects and help identify barriers or gaps that would impede progress.• Created a strategy and implementation plan for the rollout of the iPad to the Medical Liaison Organization and a roadmap to implement new apps.Train the trainer for customer insights for Global Medical

• Certified as a Six Sigma Black Belt. • Worked on projects that delivered Web 2.0 technologies (ideaCenter, EDMI transformation)• Supervised numerous cross-functional individuals for each project • Projects included working with an SAP global implementation, global cross-functional team to gain efficiency with changes entered into the system and infrastructure landscape efficiency.• Completed cross-functional business projects (eg. LRL Physician Kaizen, CATS Kaizen, IT Employee Engagement, IdeaCenter project - Corporate Wide)• Standardized hopper and idea center prioritization process across IT• Mentored 2 Blackbelts and 4 Greenbelts

• Created standard operating procedures for the infrastructure and security of SAP• Managed multiple SAP projects within Lilly Research, Training, Compliance and Security.• Supervised 21 Lilly people and multiple TCS/WiPro/Bucher ESP individuals both onshore and offshore in India. • Managed resources that provided SAP support of CATS, ECP and xRPM, SAP security and compliance – Global, Business and Local security stewards• Managed the initial implementation of the Orion rollout – resources, timelines and budget

• Created and implemented Global EIS strategy• Reported to the Information Office of the Global Infrastructure. • Setup weekly meetings with IO and Directors on 7 column model (Included mission, strategic intent, vision, competencies, goals, balanced scorecards, change agendas, organizational architectures, and delivery model) for strategic work and delivery. • Partnered with Corporate Strategy within Lilly to ensure strategy creation was in line with overall Company strategy and direction. • Partnered with cross-Functional IT leaders across the company to ensure alignment with their objectives and business needs.• Designed week long strategy session in the UK to ensure global alignment• Rolled out New Brand Strategy to US IT groups - created and held workshops

• Supervised operational and development teams• Business partners included: GBIP, US Demand, US Affiliate, E-marketing, e-Lilly and all Zone 1 affiliates (Mexico, Puerto Rico, Brazil, Canada and other smaller affiliates)• Managed initial rollout of Siebel (CRM) in the affiliate• Developed strategy of content management solution and rollout to business partners• Focus on client web development tools for all of Lilly, managed 24-7 Service project for EIS• Helped create and rollout Privacy Office to all of Lilly• Team member that helped shape new bonus program