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Work Background
Aetna, a CVS Health CompanySenior Product Owner / Product Manager - Member Experience
Mar. 2024• Enhanced digital healthcare claim reimbursement options for commercial members by transitioning from costly printed checks to secure digital payments (ie - electronic funds transfer), projecting $10.3M in total gross benefit over 5 years.
• Implemented a digital Health Risk Assessment, enabling Medicare and Medicaid members with DSNP and CSNP plans to submit their required annual assessments through a digital self-serve solution, achieving 21% better than plan business savings of $910k for the Medicare business unit in 2024.
USAALead Digital/Technical Product Manager
Aug. 2021 - Nov. 2023• Enhanced performance of all digital banking product experiences across app, web, chat and conversational AI driving up to $36B+ in annual revenue and returning $2B to members through distributions, dividends, and Bank rebates and rewards
• Directed monthly Bank Omnichannel Advocacy Handled Complaints Forum, including conducting root cause analysis on 2K+ findings per month, developing action plans to address trending complaints, and presenting findings to Executive leadership
• Trained 120 Bank Digital employees on digital experience tag design standards, exception scenarios, conventions, documentation, and processes
• Facilitated implementation of Clarabridge and Qualtrics tools and trained organization of 150+ employees with Member Satisfaction 101 onboarding
• Leveraged Agile SAFe methodology to close 196 digital data gaps over 48 design requirements and 60 digital experiences to satisfy regulatory compliance with support of 5 technical teams, 50+ FTEs, and 15 contractors
• Published and owned Bank Digital Monitoring & Reporting procedure in centralized Knowledge Central database and Bank Digital Monitoring & Reporting control in MetricStream
• Served as Bank Digital liaison to Enterprise Information Management to refine Bank Digital Tag Procedures and Job Aids, providing guidance to 80+ Digital Technical Product Managers, Omnichannel Tagging Services team, and Enterprise Information Management team
• Gathered input from 120 Technical Product Managers across 10 directors, ultimately exceeding OCC and CFPB compliance and regulatory standards through gap closure project and earning recognition with Bank Omnichannel BCC MVP Award
• Upheld USAA mission and values as Culture Champion, implementing video submission series enabling employees to recognize coworkers for demonstrating USAA’s culture tenets
• Contributed to USAA recognition as World’s Best Bank by Forbes, top mobile banking app by JD Power and Javelin, and Forrester “Elite” status for 6 consecutive years
USAASenior Digital/Technical Product Manager
Apr. 2018 - Aug. 2021• Served as point of contact for digital data teams across enterprise, including Bank Digital Servicing, Bank Digital Acquisition, Enterprise Information Management, Bank Omni Tagging Services, and Omnichannel Sales and Service Performance
• Spearheaded bank-wide instrumentation audits and FFIEC action planning, boosting risk programs with resilient controls while improving digital analytics capabilities for all product lines
• Led transition of all FFIEC Monitoring and Reporting dashboards to business-as-usual model with Data SMEs and Digital Technical Product Managers
• Addressed 26 findings as lead Digital representative in Compliance Strategic Control Initiative to mitigate signature card and account ownership risks
• Implemented Digital Detour and New Web design, ensuring compliant signature cards for 80%+ of accounts opened in 2018 and 2019 and remediating nearly 500K missing signature cards, exceeding account closure targets by over 50K
• Released pre-production Digital Close Account experience in collaboration with Bank and Innovation partners, securing cost savings for bank
USAADigital Product Manager
Mar. 2016 - Apr. 2018San Antonio, Texas Area• Managed portfolio of 15 deposit and credit card products and improved task completion rates across app and web, increasing balance transfer success from 3% to 30% in app, driving card primacy and share of wallet
• Deployed transaction tracking dashboard that covering all 120+ tagged bank servicing transactions on dotcom and mobile platforms, improving transaction monitoring and management for up to 40 Bank Digital Product Managers
USAADigital Experience Development Coordinator
Jan. 2015 - Mar. 2016San Antonio, Texas Area• Hired for full-time role after creating effective creating digital optimization and testing practices as independent contractor
• Executed 9 multivariate tests on Maxymiser platform and implemented 2 winning solutions at scale, with Auto Loan optimization driving boost in funnel performance of 16% and $10M+ in revenue
World Car Auto GroupMarketing Analytics Manager
Jun. 2014 - Jan. 2015San Antonio, Texas Area• Drove mid-funnel marketing initiatives and spearheaded marketing automation
• Implemented Eloqua automation platform, integrating sales processes with CRM containing 170k prospects with 97 email-send score
• Increased dealership PPC leads by 38%, social reach by 33%, and branded social and branded digital referrals by 25%
The Bernard M. Gordon Center for Subsurface Sensing and Imaging Systems, Northeastern UniversityReporting and Communications Assistant
Sep. 2012 - Jun. 2014Greater Boston Area• Coordinated department’s grant and contract proposals across institutions and disciplines, supporting allocation of $5M in annual government funding
• Produced annual reports and related materials for projects funded by the U.S. Department of Homeland Security and National Science Foundation, synthesizing input from 30+ researchers and staff members
• Created targeted digital content including developing YouTube series
• Contributed to planning annual industry and government events with up to 400 attendees
Bernstein Private Wealth ManagementResearch Director - Graduate Integrated Marketing Communication Capstone Program
Jan. 2012 - Jun. 2012Client: Bernstein Wealth Management Conducted all primary and secondary research on internal culture, current client base, and market opportunities for client Integrated Marketing Communication campaign development. Defined project scope, goals and deliverables that support business goals in collaboration with team members & client. Developed full scale project plans and associated communication documents.
Freelance (Self employed)Brand Planner / Project Manager
Jan. 2010 - Jun. 2014• Managed digital media plans, web traffic, and conference coordination for notable clients including Artesis (GE Energy affiliate), mHealth Initiative, Tufts Medical Center, Massachusetts Restaurant Association, Bonjouk Kollection, SPACE Communication Art Collaborative, and Comfort Zone Killer, LLC.
• Conducted sponsorship outreach for multiple signature events reaching 150+ small and midsize businesses in market
• Concepted web design and strategy for unraveledartists.com brand supporting 10 independent musicians in the Boston area. Performed research to support patenting of WORKHORSES invention (U.S. patent pending). Developed and conducted interviews for iTunes podcast series with featured WORKHORSES artists.
A2AC (Ann Arbor Art Center)Marketing and Development
Jun. 2009 - Sep. 2009Designed and published marketing materials like brochures and postcards using InDesign and Photoshop as needed. Managed and updated social networking site content and made design improvements. Supervised volunteers during Art Center events and helped coordinate different methods of recognizing public donors.
Accumed SystemsAdministrator
Jan. 2009 - Jan. 2010Ann Arbor, Michigan, United StatesCarried out bi-weekly board communication. Maintained all financial files including grant activity, billing, accounts receivable, payroll, invoicing, and monthly and yearly taxes.
Franklin County Board of ElectionsElections Officer
Sep. 2008 - Nov. 2008Verified and processed over 270,000 absentee ballot and early voting requests to ensure election integrity, and addressed concerns and questions from over 50,000 voters to facilitate orderly voting. Assessed the validity of over 27,000 provisional ballots by verifying records and ensuring compliance with regulations.
Abrash GallerieMarketing Communication Manager
May. 2007 - Jun. 2014Cleveland, Ohio, United States• Directed marketing communications plan with $50K budget for retail business with $500K annual revenue, including optimizing website performance, launching email newsletter with 30% open rate, and organizing monthly PR events
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