As the CXO for Oak Street Health, I was responsible for leading Patient Experience Strategy, Service Operations, and Central Sales Operations for the company. In this role, I led over 1000 healthcare and service Oakies to deliver an industry-leading experience for our patients. As a member of the Executive Committee, I participated in strategic planning, and resource allocation and led and coordinated Patient Experience, Service, and Sales priorities for the organization.

Responsible for leading Patient Experience across all channels for Oak St. Health. Additionally responsible for Service Operations including Contact Centers for Sales & Service as well as Back office operations for Specialty care, Medical records, Triage Nurse and Pharmacy Tech support. My team and I focus on our journey to create world class patient experiences for our historically underserved older adult population. In this role I am also a member of the Executive Committee for OSH.

Responsible for the Omnichannel service experience for United Healthcare members, providers and brokers. This spans a broad scope covering Customer Experience Strategy, Product Management & Operations for products & services that create the agent interaction experience. Portfolio covers range of Call center product capabilities covering IVR, Call routing, Omnichannel capabilities like Messaging & AI based call routing. Additional responsibility for voice of customer survey capabilities. Primary focus is on creating a world class customer experience while lowering cost of operations.

Lead enterprise wide effort to create next generation customer experience for business travelers, travel managers and travel arrangers. Additionally responsible for the global product strategy and roadmap for all customer facing products. In this role I have responsibility for leading an enterprise wide transformation to become user centered in designing products and services. Integrating Digital and Human services across the entire customer journey. Full ownership for suite of products and the product p&l's.

Responsible for leading Customer Experience transformation across all Proprietary and Partner markets for Global Business Travel. Focussed on redesigning the customer experience for the Middle market segment across US, UK, Canada, Germany, France and Australia . Lead a large scale global project to redesign the mid market customer experience across all channels. Focussed on redesigning the customer experience by creating a new service offer, compelling value proposition, simplified service model with a new pricing and sales approach. Leading this highly visible enterprise priority to grow the mid market service for GBT by pursuing new collaboration models with multi disciplinary teams and Design communities. Responsible for developing organizational alignment, defining vision and strategy and for design, development and launch of the new offer.

Lead a customer care organization of over 1000 associates for Global Business Travel's top B2B clients. Responsible for delivering Premium service while optimizing cost structure. Additionally lead innovative initiatives to transform Customer Experience globally. Lead the design, development and deployment of new capabilities for Traveler recognition globally. Led creation of two new industry leading services called 'FIRST' and Proactive Trip Management. Both services have created new models for 24 x 7 Customer service, Personalization, Travel Disruption support and Duty of Care.Brought transformational standards to Global Business Travel with the deployment of technology capabilities that are fully integrated to GBT's world class customer service team. These standards helped shape the design of the Future of Customer Experience for the business.Also led the global After Hours customer care service team across 10 locations globally. Improved global customer satisfaction by 300 bps over 12 months.

Lead a large global Client servicing organization with over 350 employees across over 25 markets. Other responsibilities include leading Client Billing and Settlement for the entire business.