Responsible for solution delivery and strategic transformation enabling Inforce customer operations. • Partner as a “Trusted Advisor” with leaders across Customer Service, Claims, Billing and Payment operations teams to develop vision, articulate strategy, define initiatives and create proposals.• Lead execution of technology-based change initiatives directly and through a team of Product Owners and Business Advisors to deliver value with deep focus on operational change management supporting long term operating model transformation vision.Recent Accomplishments:• In support of Claims Business Transformation, conduct deep discovery and operational analysis over 90-days to develop end-to-end Customer Experience Map detailing current state process across three disparate claims functions and linking IT systems, people, business capabilities, customer interactions, internal and external pain points, performance measures, and risks.• Collaborate with business leaders, IT partners and executives to shape, define, refine and syndicate transformation strategy anchored to clear business outcomes aligned to goals• Developed and conducted an RFP for claims platform modernization and advised on the creation of the future state Operating Model spanning intake, processing, customer service and self-service.

• Led digital experience strategy through Agile software delivery for web and mobile platforms.• Developed marketing and change management strategies to drive experience adoption.• Harvested Voice of Customer insights to refine the digital experience roadmap anchored to enterprise strategy and key transformation programs.Key Accomplishments:• Redesigned and re-platformed Agent self-service web and mobile app platforms on a modern, unified CMS platform (Sitecore) and common API service architecture achieving over 5X session increase and creating foundation for personalization, engagement journeys, and STP processes.• Innovated an end-to-end web and mobile experience for New Business Process aligned to admin system transformation creating transparency to processing from application to delivery supporting robust and intuitive 2-way messaging and requirements interaction experiences, process automation, and centralizing communication for all parties via secure web platforms.• Designed, implemented, and refined automated Electronic Policy Delivery experiences and guided onboarding experience for new producers to foster business model adoption.

• Implemented Salesforce CRM platform for Life and Annuity Customer Service creating unified policy support UI and systematizing authentication, voice of customer and escalation processes.• Implemented Five9 IVR platform providing foundation for intelligent routing, streamlined call authentication, automated call-back experiences and simple self-service interactions.• Redesigned Life Insurance annual statements and high-value customer correspondence improving transparency and engagement and improving call to action and brand impressions.• Implemented Paperless correspondence capabilities achieving 97% adoption from registered web customers; converted 45% of customers to paperless model within 18-months.

• Lead client services operations spanning multiple sites across North America. Developed and implemented a Trusted Advisor agent strategy that consistently delivers a meaningfully differentiated services experience measured through competency-based quality and voice of customer metrics. Personally engaged in the service experience through customer engagement and interactions.• Optimize customer retention; install robust customer attrition recovery capability to reinforce company growth and deliver customer value through assertive account management behaviors and proactive service. Improved attrition recovery run rates by 24% within three quarters.• Implement commercial customer journey framework and cultivate customer journey program management. Establish business improvement roadmap and align delivery strategy to customer journey architecture. Rapidly deliver prioritized business improvement initiatives.• Foster a performance-based operational culture with highly enabled decision authority aligned to Trusted Advisor company vision. Develop deep cross functional collaboration to equip a nimble services capability. Aligned incentive and compensation strategies to cultural values and strategic imperatives.• Optimize Voice of the Customer program inclusive of process and methodology standards. Link Voice of customer program to customer journey framework leverage insights to drive or inform business improvement strategy. Establish baseline and measure business improvement outcomes.• Implement customer engagement programs that drive proactive communication, foster awareness and underpin customer success strategies aligned to Trusted Advisor vision. Develop customer segmentation strategy to drive targeted propositions and loyalty initiatives.• Partner with Sales leadership to transform customer renewal program management. Develop and operationalize retention performance management and enhance conversion capability across the services organizatiion.

• Lead operational vision and organizational execution of customer strategy for residential energy services. Champion a customer-centered service culture and drive key service improvement initiatives aligned to customer journey strategy. • Develop and lead Voice of the Customer program. Installed customer journey framework and developed robust performance reporting built upon key measures including customer surveys, NPS, CSAT, social media and operational performance metrics such as Right First Time, Complaints and Churn. Sponsor monthly updates to executive level leadership regarding performance and recommendation for change.• Lead Retention Delivery team including support of strategic initiatives and functional performance for ‘save’ operations; maintain compliance with current and rapidly evolving regulation. Leverage speech analytics to inform and enhance performance management across disparate vendors and amidst evolving business to drive strategic momentum.• Responsible for key customer facing communications and interaction deigns. Key thought leader for customer engagement strategy, voice and messaging. • Responsible for agent knowledge management practice; focus to develop highly collaborative communities of practice leveraging cross-functional engagement, speech analytics and VOC programs to inform knowledge development and foster activation of knowledge leveraging KCS methodologies. Lead knowledge base consolidation and platform transformation.• Lead operational deployment of Digital Care function including implementation of chat to care and sales functions. Support and foster integration of peripheral functions including social media service functions.