• Product Owner for Digital Origination program focused on transforming new member experience for online membership/account opening. • Digital membership origination grew 24% within 15 months under my leadership as we focused on feature delivery, channel reliability, and data analytics.• Led a comprehensive research project evaluating identity verification technologies and new account opening platforms resulting in a $1.5M program proposal that would increase automated approvals by 30 ppts, lower fraud rates by over 20 ppts, and reduce operational costs by more than $500K annually.• Work closely with SVP-level stakeholders to recommend product roadmaps that align enterprise business objectives to digital channel performance and value to the members.

Responsible for digital strategy development and delivery for www.becu.org and Program Manager for Digital Fraud Management.• Develop digital web strategies and product roadmap with senior level management, working effectively with executives to delivery team members.• Digital Product Owner for www.becu.org, BECU’s public facing website. Receives on average 1.3 million visits each month, originates 10-20% of Credit Union memberships, leverages Sitecore, Coveo, Sitespect, DocuSign, and Azure to provide services to members.• Team lead for Conversion Rate Optimization (CRO) team - matching website conversion rate strategies to corporate marketing and member service goals. Developed prioritization framework matching experiments to potential, importance, and ease. Incorporate data analytics, user research, and CX/UX best practices along with A/B testing to improve conversion optimization throughout the site. • Product Owner for a multi-million dollar digital transformation program focused on modernizing and expanding the use of digital signature (DocuSign) for high-volume member interactions and agreements. Partnered with member experience and operations teams to provide improved member experience with operational efficiencies.• Product Owner for live-agent messaging feature within a five-star mobile banking app. Enhanced feature with chat-bot leveraging AI to automate member service and improve contact center operational bottom-line.

Responsible for enterprise project delivery including all facets of project management, quality assurance, release management, and portfolio reporting and analysis. Reported to CIO.• Lead a transition to modernize service delivery using agile methods and principles.• Directed portfolio governance activities for a $75M project portfolio spanning across the organization.• Directed the creation of an enterprise release management program leading to a stable release-to-production schedule for BECU; reducing unnecessary system outages and stable digital services for members.• Implemented a project portfolio management system that measures demand and capacity for 135 IT professionals; improving delivery on commitments.• Key contributor to the Portfolio Management Committee. Represent the PMO as new capital project plans are reviewed and prioritized.

Responsible for the delivery of a $20M annual project portfolio which includes 30-40 concurrent projects for business and product development, digital services, lending platforms, IT infrastructure and operations, and compliance (PCI). • Review project portfolio status and overall health with the Executive Management Team on a monthly basis. • Oversee a cross-functional team of 15 department leaders (Project Review Board) responsible for project and program resource planning for capital project portfolio (120+ employees).• Built and direct a highly effective and well-respected team of 11 Project and Program Managers through acquiring a diverse mix of talent and professional experience.• Responsible for the capital and op/ex planning and reporting and also for IT Asset Management for the IT Division.

Successfully lead multiple projects simultaneously while constantly focused on business results that enabled BECU to remain one of the strongest credit unions in the country during a tough economic downturn. The Senior Project Manager was called on to facilitate RFI/RFP processes and manage vendor relationships throughout the project lifecycle.• Lead cross-functional business team through the RFI/RFP process and implementation for the enterprise digital signature solution (DocuSign). The solution is still in use today.• Lead enterprise wide team and local business partners through a twelve month, $1.5M website redesign project. Successfully enhanced brand image and access to consumer banking applications for over 600,000 members.• Developed project plans for Board of Directors to enhance the telephone-banking channel using state of the art speech recognition technology. Attacked complex project issues such as third party vendors who did not connect with customer base and creating a customer experience that established the new speech recognition standard for the industry. • Within 4 months of arriving at BECU, successfully lead a team in a consumer banking product development project in which the product became the foundation of the Credit Union’s 5-year product strategy.

Reporting to the office of the Chief Marketing Officer, performed as an advocate for the Marketing leaders by translating business plans and strategy into technology focused roadmaps and working alongside IT leadership to develop project plans.• Served as the single point of contact in Marketing for the IT department – advocating for Marketing’s priorities and business objectives through positions on project review boards and strategic planning teams. • Partnered with key marketing teams to understand strategic priorities and developed technology roadmaps. • Prioritized business initiatives and developed business cases to initiate complex projects.• Program Manager for key customer service improvement projects – ranging from business process redesign to CRM application enhancements.• Lead early stages of a governance team of cross-functional subject matter experts to enforce data standards for the CRM platform. • Directed assignments for business analyst focused on business process mapping and documentation.

Responsible for developing and overseeing business continuity strategies for all of IT, infrastructure capacity planning and reporting, future roadmaps for significant initiatives and technologies, and advising senior level management in large-scale technology transitions.

The IT Systems department was responsible for designing, implementing, and maintaining mid and enterprise level servers for all applications and databases at BECU. IT Systems also managed infrastructure applications such as MS Exchange, Active Directory, Enterprise Backup/Restore, and Enterprise Systems Management solutions.

Managed the overall strategic direction of how IT enabled Member Services (Retail and Contact Center) to serve the member.