Worked at Fidelity Investments for nearly 30 years with over a dozen years working as a Forms Product Manager, representing the Institutional Wealth Services and Family Office businesses. I enjoyed working closely with our online account opening and maintenance teams to help design transactional workflows that will deliver the best customer experience, while maintaining focus on internal operational efficiencies, with an eye toward reduction of NIGOs and an increase of eSignature adoption. My passion is client experience. I am a huge client advocate and focus on the voice of the customer. With my account opening documents expertise, backed by operational knowledge and a desire for the ultimate client experience, I would be a valuable asset to any financial institution or investment firm - like business.Highlights:• Synchronized account opening platforms Worked with our Project Management Office to implement a coordinated annual release of our new account applications in all channels (print, online, bulk accounts, outside form vendors) rather than having separately run projects, to enable a consistent client experience. This ensured that only the latest copy of our applications were made available. This allowed for an annual savings of 100k per year in reduction of redundant resource costs.• Owned a budget of over 1M annually In order to keep all channels in synch, the combined release project was upwards of a million dollars annually.• Established a Forms Advisory Board Gathered a group of internal business partners across the organization to meet on a monthly basis to discuss upcoming forms project work.• Streamlined IRA Account Opening paperwork We were losing IRA business to our competition. Having more pages in our new account package gave the perception that our process to open the account was more complex than our major competitor, who had less pages. Spearheaded the implementation of a new process to mail out a large portion of the legal agreement pages post account establishment, removing a total of 45 pages.• Eliminated paper inventory Stopped printing forms and applications, updating all documents to online, fillable PDFs, allowing for a significant cost savings to the company as well as minimizing client NIGOs (Not in Good Order) for using outdated documents.• Solicited Client Feedback Before our UXD group was made available to our department, developed mechanisms to capture client feedback in 1:1 sessions and online surveys.