• Key contributor to the development of the overall digital strategy and roadmap. Responsible for the effective execution of digital capabilities including content management, analytics, insights, and UX/UI design and research.• Built new team to implement processes, build out newly added disciplines and expand existing operational capabilities. This was done in conjunction with working collaboratively to successfully overcome the initial challenges of working remotely due to the COVID-19 pandemic.• Managed the performance and engagement reporting of the digital channels to improve customer journey-based outcomes. This included ensuring appropriate data elements were available to support these processes.• Established and operationalized a user experience research program including the development and implementation of a continuous improvement process for usability feedback and new concept testing.• Successfully managed the implementation of a new content management platform. Provided leadership to the team around requirements, usability, new processes, vendor contract performance and compliance management.

• Led newly formed team focused on medical policy, clinical benefit operations and program management to ensure full end-to-end process support for medical expense management activities across all lines of business.• Led multiple large-scale initiatives to achieve financial goals, streamline business processes, and ensure federal and state regulatory compliance. Provided direction for all program deliverables while coordinating and communicating with department leaders to ensure goals were met and risks were mitigated.

• Successfully implemented a change to core business practices using technology and process improvements that led to $900K medical expense savings per month. Communicating a vision to gain alignment and buy-in was critical and allowed the change to occur quickly and efficiently.• Worked collaboratively with management and clinical staff to understand their business needs and identify opportunities to enhance and streamline processes. This included end-to-end process and workflow documentation, policy creation, task cycle time analysis, staffing need projections and gaps identification.• Provided key support during the creation of the Health Care Services Operations team by demonstrating credibility and value to the organization, leading and coaching teammates through the challenges presented, and building relationships and trust with key stakeholders.

• Developed and executed upon the digital road map, setting corresponding objectives and goals, delivering initiatives and reporting on results.• Led a team of product managers responsible for registration, engagement, marketing, user experience and new development to streamline existing business process and improve the member experience.• Launched deductible plan experience in the member portal and mobile app to expose real-time information to over 35% of the membership base. Included analyzing and understanding all variations of the deductible plans, defining relevant information for members, and verifying data integrity within source systems.• Established and managed performance metrics and analysis of member segments and usage. The outputs continuously reinforced and informed the channel objectives and needs.• Cultivated relationships and communicated throughout Independent Health to build credibility for and understanding of opportunities through the digital channels.• Coached and developed direct reports to meet organizational, departmental and personal objectives. Additionally, indirectly managed and influenced technology resources supporting the digital channels including Project Management and Development.• Managed and led the implementation of a new content management platform and redesign of Independenthealth.com, which improved the usability of the digital channels, provided the capability for real-time changes and decreased the total cost of ownership to the organization by $1 million from 2012 to 2015.

• Responsible for understanding the daily operations, analyzing viable call center models, identifying business process improvements, outlining a recommendation, and gaining buy-in from peers and executives.• Led the implementation of a chat and co-browse pilot program to increase efficiencies at the Telephone Banking Center. Activities included vendor negotiations, technology implementation, employee skill set identification, and success measures.

• Led the creation of the online and mobile strategy to ensure the bank achieved customer acquisition and retention goals. Responsible for gaining buy-in from executives, including the President and CEO.• Created go to market strategies for newly launched products and consumer engagement campaigns to increase use of existing products.• Built the business cases and gained approval for a $19 million investment for 18 projects over three years to execute the online and mobile strategy. Projects were implemented on time and on budget.• Cultivated relationships throughout the bank to educate channel partners on opportunities to grow their business, while improving overall customer journeys.• Coached and developed a team to manage the existing products and proactively identify opportunities to leverage the channel to generate revenue and expense saves for the bank.• Managed multiple contracts and relationships with third parties to support the channel. Responsibilities included due diligence, negotiations and budgeting for the relationships.

• Responsible for the strategic planning and ongoing support for the website channel. Included all customer service, informational and sales components on MTB.com.• Managed a team of individuals to meet the needs of the internal business clients (approximately 15 business units) and overall customer base (4 million visitors per month).• Developed customer usability expertise and best practices to improve the overall customer experience, increase sales and decrease call volumes.• Successfully managed the implementation of a fully automated online account opening application. Activities included all business, usability, technical, operational and marketing elements.• Implemented a content management system for the website, allowing content authors to update their own website pages with the appropriate workflows for compliance and oversight.