- Managed the regulatory product roadmap and online initiatives to ensure consumer friendly experiences through all channels and touchpoints.- Cross functional PM and Customer Experience SME with a focus on digital strategy, accessibility and mobile optimization. - Lead redesign of multiple online product webpages to improve overall ease of use, create consistency with overall brand design, optimize content and meet accessibility requirements.- Assisted as CX operations and digital care SME for large, comprehensive review and update of all regulated consumer communications, to ensure all customer messaging is accurate, helpful and easy to understand.

- CX SME for the Experience Management Center of Excellence (XM COE) dedicated to assisting business leaders, product owners and marketing managers, by providing CX, UX and Content expertise to accelerate initiatives and deliver results. - Created and managed the Experience Management (XM) program to deliver on initiatives that align business goals with customer needs. Working cross-functionally to guide and manage projects from intake to delivery and roll out. - Collaborated across multiple business units to create, refine, improve and implement changes to products and digital assets to improve the entire customer journey.- Improved webpage traffic and keyword efficiency for customer care, support and FAQ content with migration to main site domain.

Managed the Customer Experience Leadership Council Product. Increased product membership sales by 12% YoY by securing 5 large industry leading clients. Facilitated workshops and conferences to improve clients understanding of customer experience best practices, market trends and socializing successful initiatives from others in the same industry. Leveraged industry benchmarks, trends, best practices and customer research to inform council of potential impacts and areas of opportunity in Customer Experience (CX) and User Experience (UX).Created SME quarterly data driven reports to illuminate programs and technologies from industry leaders and showcase customer experience improvements by others in the space.Regularly attended meetings with internal and external stakeholders to keep senior leadership updated on content, timelines and KPIs.

Worked within the Customer Experience team in a research and analysis capacity. Collaborated with internal teams and third parties to support and improve the Travelport customer experience, end to end, through every interaction. Analyzed quantitative and qualitative data to inform, validate and drive improvements.

Created and maintained custom Intelligence dashboards for clients across diverse market spaces, using proprietary software and Internet research. Created monthly marketing reports monitoring competitors SEM/SEO campaigns. Owner for multiple industry verticals to support sales and demo's.Assisted Marketing team with projects and ad hoc reports.