Lead experience and solution design to reinvent the healthcare customer experience. Scale solution portfolio to optimize, personalize, and innovate the health experience through human-centered design, market evaluation, and patient/clinician insights.

Led Finance Innovation organization formation and strategy development. Established strategy, approach, and framework to provide people with the tools and support to identify problem areas and collaborate to design innovative solutions.Led Transformation Management Office (TMO) formation and strategy development. TMO focused on aligning investments to outcomes, driving transformation, and managing a human-centric change management strategy. Managed development of multi-year strategic roadmap and business case aligning value to investments. Led strategy development and execution of a global cloud product support operating model.

Led teams to deliver innovative solutions, drive digital transformation, and navigate organizational change for clients.Developed economic model for Charter Communications Smart City Street Light product. Conducted market research, feasibility analysis, and financial modeling for over 40 potential IoT devices and various network technologies. Evaluated FCC regulations and associated pricing structures, private-public partnership funding options, strategies for potential revenue streams, and infrastructure, technology, and energy cost saving opportunities for cities.Directed development of digital maturity diagnostic tool to assess competitive landscape for clients and evaluate their digital capabilities and maturity. Led solution & proposal development for an Analytics Center of Excellence: Developed customer focused digital roadmap to deliver annual operational savings, customer service efficiencies, and 20% operational transaction reduction with AI / ML driven self-service, self-healing, and self-learning solutions.Executed design and build of AI Voicebot prototype to automate customer and technician interactions for installation / service appointments. Cox Communications Field Services Organizational Change Management: Designed, built, and evolved organization to navigate change related to products, technology, devices, and operating models for customer-facing teams.

Led teams to deliver client projects, manage client relationships, and sell consulting services.Led initiative for CVS Pharmacy Clinical Drug Interaction Tool for specialty pharmacies to evaluate complex health condition medication reactions. Led extensive design workshops with solution architects and development teams to define system flows and database model.Led transformation evaluation of Time Warner Cable’s digital phone service operations across their national footprint – developed strategies for operational standardization and optimization, cost reduction, process improvements, and improved customer care quality.Managed complex system integration project for Time Warner Cable involving in-depth system analysis, feasibility study, solution architecture design, interface design, and requirement definition.

Managed strategic business transformation initiatives for clients.Managed customer contact center business process re-engineering initiatives delivering scalable solutions for AT&T U-Verse video service from initial 2008 product launch to 1M customers through 2010 ramp up to 3M customers. Delivered over $12M annual run-rate savings and exceeded customer care quality targets.

Executed initiatives to improve order management system flowthrough for AT&T products and services in their workflow operations center.

Managed client accounts for customized card personalization services for Visa, MasterCard, state/federal organizations, healthcare providers, transit authorities, and marketing firms in conjunction with financial institutions.

Managed contact center operations, 25 contact center agents, and client relationships / contracts.Developed and executed customer-focused initiatives to increase online self-service, improve customer support quality, enhance CRM application and data analysis, and optimize operations.