Lead Product Manager for the consumer-facing auto and home insurance quoting and purchasing platform for key partners. • Increasing quotes and purchases, protecting customer data, enhancing user experience, and improving retention by leveraging user research and data analysis. • Managing a robust and successful A/B testing program.• Launched a major new partner on the platform in 3 months.

Product Manager, Product Owner (CSPO), and subject matter expert (SME) for web and mobile digital payments. • Enhanced features, improved customer experiences, and lowered operational costs by converting core money movement functionality from vendor solutions to the in-house platform. • Exceeded enrollment and activity forecasts by 100% and kept fraud levels at 50% of industry levels when delivering Zelle person-to-person payments tool in January 2019. • Increased internal/external transfer volume and new account funding rates through launch of new bank transfers platform in May 2019.• Reduced vendor costs and modernized user interface through API implementation of bill pay experience in June 2019.• Piloted new wire transfers experience in December 2019.

Product Manager subject matter expert for account opening.• Laid the foundation for 2019 application rewrite including internal and external UIs, rebranding, real-time funding account verification, and real-time CD account opening.• Reduced completion time from 20 to 8.1 minutes for prospects and 2 minutes for existing customers, decreased disclosures acceptance time by 200%, dropped call volume by 40%, and optimized for mobile web in 2016.• Increased completion rates from 66% to 73%, improved accuracy, and reduced missing information by incorporating electronic signatures and customer due diligence questions in 2013.• Introduced real-time account opening in 2007; web site improvements were recognized in Change Sciences Bank Online Account Opening annual reviews; reduced bank-printed applications from 34% to 6%, resulting in faster account opening and reduced fulfillment costs. Other activities:• Led the creation of a brand new user interfaces including existing system documentation, requirements/rules gathering and documentation, user testing feedback implementation, and regular stakeholder presentations. • Maintained current account opening site; tracked performance, implemented compliance and operational changes, improved usability, wrote business requirements, prioritized tasks, performed business testing, executed surveys, and monitored reporting. • Developed product research documentation, business cases, use cases, and presentations for product development, product implementation and management review processes. • Balanced complicated needs of customers and stakeholders against technology constraints and tight deadlines.• Managed 4 rounds of user research and carried out one internal user research session.• Identified improvements through Tealeaf and customer surveys yielding 25+ improvements that increased application pull-through rates. • Monitored chat transcripts and calls for process accuracy which improved training programs.

Managed inter-, extra-, and intra-net sites supporting the Advisor channel for content, navigation and user experience.• Reconciled versus policies and procedures, prevailing rates and fees and product/program specifications; as well as for style, brand identity and compliance.• Identified opportunities to better support Advisors’ “best practice” needs identification and product solution delivery.• Created business requirements for Advisor channel web site enhancements including specifications and prototypes.• Performed business functionality testing including running test scripts, documenting issues and re-testing defects.

Managed implementations of customer-branded Fannie Mae mortgage content and tools by collaborating with customer web teams to create HTML templates; created and updated customer content using enterprise content management software solution; prepared monthly reports using an enterprise web site and web application reporting software solution; created custom reports from out-of-the-box reports.

Provided user research and interaction design consulting for new and existing products by developing user research plans, user task profiles, use cases, GUI flow diagrams, wireframes, HTML prototypes, interaction design briefs, usability test plans and usability test findings.

Provided product management for new and existing mortgage origination products through creation of business requirements including market analyses, business justification, use cases, specifications and prototypes.

Defined product strategy and executed product offerings in support of startup acquisition and retention goals for all channels.• Interacted with internal teams (Marketing, Business Development, Sales and Client Services) to identify product requirements.• Created detailed product specifications, including analyses of market, competition, demographics, features, functionality and price.• Coordinated cross-functional product development team during development cycle to evaluate alternatives, maintain schedules and ensure clear communications.• Collaborated with Marketing on sales tools, training and communications packages.• Interfaced with executive management to ensure strategic business goals were being met.• Developed and implemented strategies and messaging for targeted customer segments.• Monitored industry activity and trends to maintain and increase competitive positioning.• Hired, trained and managed two junior product managers and two MBA interns.

Leader who contributed to the establishment of the company's first marketing department.• Directed content and creative development of new transactional web site; conducted creative/web development agency search and coordinated contracts; supported category audit and consumer research; managed relationships between agencies and strategic partners; gathered, organized and incorporated cross-functional prototype input; coordinated project schedules and content/design approvals. • Supported account management team with job descriptions, process flows and project management tools; developed and produced sales presentations and proposals. • Managed all design, copy and advertising for existing web site; integrated new corporate web strategy along with new design and functionality; established and implemented first e-commerce marketing plan and budget; developed strategies to drive traffic to the site.• Identified, evaluated, established and managed key strategic initiatives offering value-added services to over 1.6 million customers; structured and ran pilot tests; developed and implemented new reporting tools; launched new services through print and electronic media.• Analyzed data for customer segmentation, list selection and program tracking; pursued database mining projects to identify new sources of loan volume. • Led marketing research staff to benchmark service levels, develop and maintain a competitive research library and identify new industry trends. • Developed and executed marketing communications plan and budget for start-up marketing department; developed project management tools including project initiation forms, copy approval forms, project tracking spreadsheets and schedules. • Increased call volume and loan applications through the development, implementation and management of targeted marketing campaigns; executed ongoing direct mail campaigns with response rates as high as 26%; developed campaign support collateral for sales and training.