Sue Hoffman Email & Phone Number

St. Petersburg, Florida, Us

• Responsible for partnering with technology & business unit executives to provide thought leadership, strategic direction, and market analysis to guide growth and operational excellence. • Lead development of strategies for targeted markets that identify the types of technology products and services to offer that create value for advisors, clients, and other stakeholders. • Oversight of communication of the strategy to senior management to secure the necessary commitments for development and launch.

Allentown, Pa, Us

• Led retail, marketing, business development, and member experience across all channels. • Developed interactive virtual teller model, redesigned AI powered IVR, implemented credit unions first customer surveys, and led market research for expansion area.

Houston, Texas, Us

• Led redesign of client experience from point of sale through service and billing. Developed product roadmap and redesigned onboarding, service, and billing experience including implementation of a new digital platform with expected efficiency gains of $2.4M. • Oversight of product management, user experience, and marketing. Implemented programmanagement structure and portfolio management.

Rochester, New York, Us

• Led product management/user experience and directed the definition and prioritization of key products and solutions offerings for the business to achieve industry leading position, accelerate growth, and exceed customer expectations.

Chattanooga, Tn, Us

• Led the annual strategy refresh, persona segmentation, and translation into key strategic capabilities.• Developed and led 20+ Product Management, User Experience, Customer Experience and Data Analytics professionals supporting a ~$56M portfolio to ensure a simple, modern, and personal digital experience for clients, consumers, and field partners delivering $15.8M in efficiency savings and $224M of earned premium.• Implemented Scaled Agile framework, including development of centralized Product Management organization to focus on customer and digital transformation.• Served as Chief Product Manager for the client experience.• Led holistic business planning processes as part of the CEO’s team to ensure alignment with company, business unit, and technology strategy. Minimized siloed approach to investments.• Partnered with stakeholders and IT to develop Colonial Life’s customer experience vision and roadmaps, oversaw the ongoing deployment of experience management model for claims and billing, and development of a common toolkit to support execution of critical initiatives.• Developed customer experience strategy focusing on end-to-end customer experience across all customer touchpoints. Implemented voice of customer research function and tool selection.

Atlanta, Georgia, Us

• Developed global customer experience strategy, including refreshing a long-term technology strategy to align with future business needs. Drove omni-channel sales and claim support model. • Mentored and guided geographically dispersed teams delivering product ownership, business analysis, UX, configuration, integration, develop ops, quality assurance, and operational readiness for enterprise digital product solutions supporting multiple countries and delivering +$100M in new sales.• Led program management of expansion of the customer experience design within Australia, including integrated mulitlingual digital experience across sales, service, contact center, and mobile device repair/fulfillment distribution. • Designed omni-channel, digitally driven customer experiences across domestic and global brands both B2B2C and direct to consumer. • Delivered revenue growth through digital implementations across telecommunication, finance, retail, and technology industries, with key clients, including, but not limited to, eBay, Amazon, Apple, Google, T-Mobile, Home Depot, GE, and Comcast. • Managed stakeholder communications and value realization.

Atlanta, Georgia, Us

• Implemented service delivery improvements to drive growth of existing and new business related to warranty offerings improving attach rates.• Drove customer experience strategy through data-driven insights by implementing customer feedback programs. Increased efficiency by 10% and reduced costs by $2M annually through centralization, rationalization, and technology enablement. Improved Net Promoter Score by 23% across warranty/insurance offering. • Led multi-site operational functions.

Hartford, Connecticut, Us

• Managed hiring and training ramp plans related to office closing and staff realignment. Responsible for ensuring recruitment, development and onboarding of 600+ new hires in 1 year. Maintained attrition rate of <30% during first 90 days. • Redesigned all curriculum in support of new training and career tracks as part of realignment of organization.• Developed and deployed leadership training in support of organizational and cultural realignment.• Developed end to end quality strategy to drive improvement at every customer touch point while increasing efficiency and driving out costs.

Hartford, Connecticut, Us

• Various progressive operational and learning and development roles.

Master'S Degree, Organizational Development And Leadership

Bachelor'S Degree, Business Administration, Management And Operations