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Work Background
Sr. Director, U.S. Digital
RBC BankSr. Director, U.S. Digital
Aug. 2019 - Jul. 2024Raleigh-Durham, North Carolina Area• Led end-to-end strategy and execution for client-facing digital banking channels, focusing on embedded digital journeys and servicing. • Defined and delivered program management tools to enhance trust between partners and users. • Championed user-first innovation and led cross-functional collaboration across design, engineering, and servicing teams.
Sr. Director, Head of Digital Strategy
RBC BankSr. Director, Head of Digital Strategy
Jan. 2016 - Aug. 2019Raleigh-Durham, North Carolina Area• Led the development of a digital strategy at RBC Bank, focusing on enhancing client retention and user engagement. • Spearheaded the customer journey from sales to service, ensuring seamless digital experiences for diverse personas. • Implemented robust systems for fraud prevention, workflow management, and CRM to optimize service delivery.
Digital Strategy and Business Intent
Independent ConsultantDigital Strategy and Business Intent
Jan. 2011• Partner with fintech companies and banks to define digital transformation strategies and customer-centric digital experiences. • Develop omni-channel journey maps from sales to service, enhancing online account onboarding and banking services. • Identiffy process improvement and innovation opportunities for core and digital channels.
Sr. Business Director/Vice President, E-Commerce Strategy Manager
Capital One BankSr. Business Director/Vice President, E-Commerce Strategy Manager
Apr. 2005 - Apr. 2011McLean, Virginia• Developed and executed a roadmap for digital banking, introducing mobile-first capabilities across product lines. • Created compelling customer experiences in digital channels, driving market differentiation and enhancing brand loyalty. • Managed the integration of digital and e-commerce touchpoints within physical retail environments, enhancing customer engagement.

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