I managed the business change impact of Law-25 privacy legislation. Within the Enterprise Data Office (EDO), I assessed the impact on business groups/roles, designed a communication model, developed scripts and managed the training workstream. Successfully developed and executed the enterprise change program for SalesForce SCM / ERP. Supported pilot implementation and seamlessly tested functionalities for account planning, payments, forecasting and planning Led the HCM (work management) HR Workday change program. Supported the pilot execution and seamlessly transitioned all human resources and operations groups to workdays. The scope included role redesign, training and communication.Completed a three-year people, process, training and technology transition of 131 customer support agents to an online web chat-based system called ZenDesk technology.

- Credit Card & Finance Group: I managed product communication and training programs for marketing and advertising groups owning the American Express Platinum, Gold, and Aeroplan products. Partnered with business and project leaders to share insights and shape project outcomes, emphasizing the clear communication of changes and impacts to all affected teams. Ensured stakeholders were fully equipped and ready to manage product enhancements successfully. Championed business preparedness, guaranteeing the establishment of post-launch support systems, and utilized insights from lessons learned to fuel ongoing enhancement.Customer Loyalty Group: Collaborated with project management and product teams to ensure AMEX Blue Loyalty lifecycle update complied with regulatory requirements and internal policies.Led orientation sessions for product teams to educate them on the updated features and benefits of the AMEX Blue Loyalty program.Provided legal and regulatory guidance to training leads in developing training materials, including product change checklists, booklets, and instructor-led training. Conducted a comprehensive communication needs assessment within the Project Management group to identify knowledge and skill gaps related to the AMEX Blue Loyalty project. Developed a highly valued, rapid feedback loop between customers, operations, product, and technology teams - streamlining issues to the resolution process.