As the digital product owner, responsible for the end-to-end customer experience of American Express’ premier loyalty program website www.membershiprewards.com from all digital channels (mobile, tablet, web) through to offline servicing. Thought leader responsible for long-term roadmap for Membership Rewards digital experience, as well as the marketing capabilities to support all digital marketing.Key Responsibilities/Accomplishments:• Oversee team of 7 professionals responsible for Membership Rewards (MR) digital customer engagement, including the product and content strategy for www.membershiprewards.com, where 40% of MR transactions and 75% of point burn occur annually.• Managed digital transformation and new marketing capabilities development, delivering a new customer experience and site infrastructure that resulted in decreased Web First call volume (to 32% from 38%) and increased site engagement (home page exit rate reduced to 14% from 25%). • Own content strategy for driving engagement and loyalty with the MR program via internal digital marketing channels within americanexpress.com and membershiprewards.com.• Launched Rewards Expert program pilot, a unique servicing-driven program designed to engage non-redeemers with high points in bank, driving over 20K+ calls and 6K+ redemptions in 2014. • Responsible for site reporting & analytics, creating monthly scorecard highlighting key performance metrics and identifying trends and areas for improvement.

Led a high performing team of 9 responsible for design, development and product management for American Express Travel’s consumer-facing websites, American Express Travel and Fine Hotels & Resorts. Maintained focus on driving increased share of travel wallet, revenue growth, and customer satisfaction by defining the strategy and owning the digital road map for all product lines (Air, Car, Hotel, Package, Cruise and the premium card member site Fine Hotels & Resorts). Key Responsibilities/Accomplishments:• Managed UX, digital agency(s), and customer experience for American Express Travel and Fine Hotels & Resorts web sites, averaging over 15MM+ unique visitors a year and generating over $1.2B in sales annually. • Led UX transformation for $18 million site redesign with Orbitz, supporting launch of a new digital platform and partnership structure for American Express Travel, resulting in a 7% increase in “Recommend to a Friend” and 2% increase in conversion via the successful website re-launch in 2012.• Managed American Express and 3rd party tech development, utilizing Agile methodology and supporting an iterative approach to software product development. Responsible for all acceptance criteria, user acceptance testing, and bug management.

Owned product development roadmap and managed strategic partnerships for Air, Car, Hotel (Travelocity), Cruise (Our Vacation Store) and Packages (Amex Vacations), working to execute revenue generating projects and enhancements that supported American Express Travel’s goals and re-engineering efforts. Day to day contact responsible for financial coordination, issue resolution, project planning as well as oversight of the American Express teams supporting the partnerships (internal and external).Key Responsibilities/Accomplishments:• Provided strategic oversight and thought leadership on multiple cross-functional projects to improve the end-to-end customer experience and support purchase of high-yield products.• Managed yearly $1MM+ technology budget, with responsibility for SOW development and approval and monthly invoicing.• Created monthly scorecard highlighting financial successes and identifying industry and/or site trends.• Contributed to Travelocity’s operational cost reduction by supporting call center transition to India.

Responsible for end-to-end employee experience on Amex intranet, with a focus on employee facing tools. Utilized background in usability to conduct usability testing and develop action plans for improvement based on customer feedback. Advised stakeholders on best practices to help improve ease of use and efficiency of site and maintained the overall AmexWeb user experience guidelines.Key Responsibilities/Accomplishments:• Collaborated with technology teams to manage scope, design, and implementation of large-scale projects, including release of a new content management system.• Managed enterprise-wide information architecture and user experience across intranet, including project management of multiple initiatives to help drive employee satisfaction with and increase usage of AmexWeb.• Lead AmexWeb Employee Satisfaction survey development and launch. Developed stakeholder action plans based on survey results.

Conducted user experience assessments for e-commerce driven sites, identifying ways to improve the online experience in order to help increase sales and revenue. Clients included: HBO.com, Bill Me Later.

Key Responsibilities/Accomplishments:• Advocated the user experience when designing interfaces and interactive systems. Gathered site requirements; defined site functionality and site structure.• Developed presentations, site maps, HTML prototypes, functional specifications and wireframes for client review. Specialty in user research and usability testing.• Client work included: New York Mercantile Exchange, Gevalia, Prudential, Citibank, TD Canada Trust, GE Small Business, Philip Morris, Inc.

Authored new business proposals and presentations. Implemented new proposal process.

Managed client contact through correspondence and ensured adherence to contract guidelines.

Liaison between editors and advertising agencies, processing Commercial Clearance reports.