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Work Background
Itero Group, LLCSenior Consultant, Product Management
Mar. 2023Fort Worth, Texas, United States
AARPProduct Management Consultant
Jan. 2022 - Feb. 2023Dallas-Fort Worth MetroplexSpearheaded the direction and developed the strategy & roadmap for the redesigns of Policy, Research, & International (PRI) and AARP Foundation websites. Utilized design thinking and customer experience frameworks to hypothesis and validate features that solved customers' problems. Created approach for redesigning the website that brings together several disjointed experiences into one cohesive hub for professional customers for PRI. Collaborated with stakeholders to identify and validate requirements based on user feedback testing. Provided insights to stakeholders from feedback testing. Created roadmap & features from aligned prioritized requirements from stakeholders. Collaborated with design and technical teams to implement the roadmap. Identified market opportunities & validated with A/B testing to increase engagement by 10%.
Aetna, a CVS Health CompanyProduct Management Consultant
Sep. 2019 - Oct. 2021Dallas-Fort Worth MetroplexEstablished the product vision by collaborating with stakeholders and solution management to implement effective find care, change primary care physician (PCP), & virtual care solutions for voice and web channels supporting 22 million customers & 3,000 customer service representatives (CSR). - Developed roadmaps by using focus groups and other customer research techniques to learn and prioritize the needs of CSRs and members for find care, claims, PCP assignments, & virtual care preferences.
- Identified & led effort to implement customer preference features for virtual care options based on member's plan across all vendors virtual care partners.
- Defined & implemented change PCP workflows for CSR & members via voice & web channels.
Created features and user stories in collaboration with UX & architecture to breakdown the work for scrum teams to implement via SAFe framework.
- Designed new processes to work horizontally between company divisions that reduced delays & escalations by 60%
Northwestern MutualSenior Digital Product Manager
Jan. 2017 - May. 2019Greater Milwaukee AreaCreated and managed product vision and roadmap, prioritized epics and features, and maintained backlog for communication technologies for 5M clients across all channels with a $10M operational budget. • Developed and implemented a new digital omni-channel communication strategy for the largest life insurance product launch in company history, successfully rolling out all communications on time and within budget. • Created customer-centric website for e-delivery of investments and insurance documents and used voice of customer to identify highest value improvements for paper statements. Leveraged client journey map, personas, and surveys and other market trends resulting in 10% of total customer base vs. life insurance industry average of 4% enrollment. • Eliminated legacy technologies and migrated roughly 75% of nightly automated jobs to new platform to streamline operations.
• Negotiated multi-million dollar contracts with Pershing, Fiserv, Thompson Reuters for fulfillment of digital integrated platforms.
Northwestern MutualSenior Solution Architect
Jan. 2016 - Dec. 2016Greater Milwaukee AreaDeveloped strategy, set priorities, and led software development teams for complex, interdependent client communications technologies. • Implemented and maintained the proprietary and industry standard technology platforms for multichannel delivery product. • Improved business results through increased electronic delivery enrollment by 660% and reduced paper communications by 70%.
• Led team of 300 architects, engineers, and developers to implement investment integration between Pershing, Envestnet, Fiserv, and Northwestern Mutual to deliver a single, seamless experience for clients to view and act on their investment accounts. • Prepared business executives for Pershing contract negotiations by identifying strategic technology barriers and educating executives on their importance, resulting in removal from the contract. • Built a hackathon team of front end, back end, and service engineers to build an AI application that provided real time tonal and emotional feedback on your writing. It was embedded into any website and Microsoft Office Product. My interview is in the video link below starting at :53 seconds.
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