Researched and wrote first draft of book that will help people better talk about politics with their friends and family, particularly when they disagree. Will return to this work in the future.

• Led a team that developed long-term servicing strategies and customer experience improvements for digital servicing channels such as AmericanExpress.com, mobile apps, AI-based virtual assistants and online chat. • Analyzed operational metrics and voice of customer data to identify opportunities to enhance customer experience; challenged partners and influenced them to implement solutions that supported servicing strategies.• Conducted benchmarking of service quality against 44 competitors and out-of-category peers; sifted through resulting data to draw out insights and championed recommendations to improve customer satisfaction.• Launched Relationship Care, a differentiated brand of service, to millions of customers and prospects in 2015 and drove the development of the strategic positioning, messaging guidelines and visual identity of the brand.

• Provided strategic consulting to Sr. Vice President as chief of staff for team of 800 employees in 16 countries.• Collaborated with leadership team to set strategic direction and align organizational structure with objectives.• Delivered $4M savings on $70M budget in 2014 by coordinating actions across team’s seven functional areas.• Coached leadership team on how to construct influential narratives for updates to senior executives.• Managed team’s day-to-day HR, finance, real estate, communications and regulatory compliance activities.

• Served as chief of staff for SVP of 180-person team that owned a portfolio of 1,700 corporate client accounts.• Enhanced the value delivered to the rapidly growing health care industry vertical by architecting a new client support model and driving subsequent implementation; changes projected to result in a 470% five-year ROI.• Spearheaded the design, change management and customer-facing roll-out of a new US account management value proposition and organizational structure; $81M incremental profit expected over following five years.

• Led global competitive intelligence efforts in the B2B payments space across 8 products in 27 countries. • Managed $1.9M research budget and led competitive landscape assessments for 16 countries and deep-dives on 10 key competitors; used results to influence front-line sales tactics and senior leadership decision-making.• Modeled long-term B2B payments market potential in 89 countries and identified opportunities to invest in proprietary capabilities and partnerships; recommendations informed division President’s annual planning.

• Developed segmentation of Corporate Platinum customer base and identified targets for future marketing efforts; quantified the value of card benefits usage by analyzing customer behavioral data. • Strengthened product value proposition by recommending a new card benefit, which was then implemented in market; recommendation developed via customer journey mapping and evaluating opportunities to add value.

• Authored talking points, press releases, scripts and presentations for communicating financial performance to shareholders, analysts and media outlets, working closely with company CEO, CFO, and other senior leaders.• Analyzed sell-side financial models to predict impact of company news on sales and earnings expectations.

• Maximized profitability of $130M annual revenue Women’s department by strategically managing inventory distribution and by developing sales and pricing strategies in collaboration with cross-functional partners.