Experience

Ethoca

• Canada
• Financial Services
• 100 - 200 Employee

• Senior Vice President of Product Management

  • Jul 2023 - Present



Arvest Bank

• Banking
• 700 & Above Employee

• President, Digital Solutions

  • Aug 2021 - Present

  President of Digital Solutions driving digital transformation for 800K customers across Deposit, Lending, Credit Card and Wealth products. Utilizing expertise in agile product development, digital strategy, and operations to drive 3-year transformational roadmap. Redesigning financial products and related experiences to drive increased retention, growth and customer satisfaction. Leading team’s transformation from project-focused to product-focused delivery model. Modernizing technology through migration to cloud and API and event driven architecture. Show less



JPMorgan Chase & Co.

• United States
• Financial Services
• 700 & Above Employee

• • Jan 2018 - Aug 2021

  Product Management executive delivering customer-centric solutions across back-office operations, retail storefronts and digital channels for consumer and business customers in support of 500MM transactions annually. Solutions drive back-office efficiency, self-service increase, and customer experience improvements for 70MM Credit Card, Deposit and Auto customers. Utilize agile methodologies, design thinking, customer research and customer journey mapping to ensure iterative delivery that solves customer problems. Drive API modernization, reducing tech debt and simplifying technology footprint. Show less

• • Jan 2015 - Jan 2018

  Developed 5-year strategic roadmap for contact center network supporting 10K associates in 12 global locations. Drove $25MM in cost savings through self-service adoption and process reengineering. Developed cross-channel authentication strategy to reduce fraud and mitigate losses. Delivered multiple technologies to drive efficiency, reduce fraud and improve the customer experience including biometric authentication and chat. Launched operations Innovation Lab to test new technologies and deliver new ideas with rapid iteration. Show less

• • Feb 2012 - Feb 2015

  Led team conducting internal consulting projects across the enterprise leading to over $60MM / year in operating expense improvements. Advised senior executives on organizational effectiveness, process inefficiencies, customer experience and controls. Conducted comprehensive reviews of operations, risk and controls, market and competitor conditions, consumer trends and financial analysis to guide executive decision-making on key issues.



Nationwide

• Insurance
• 700 & Above Employee

• • Feb 2010 - Jan 2012

  Drove multiple enterprise-wide strategic initiatives to improve growth, retention, customer satisfaction and acquisition effectiveness. Worked with senior executives to define the Nationwide customer experience vision and prioritize related initiatives leading to 8% improvement in J.D. Power over 3 years. Created prioritization framework to enable prioritization of $300MM investment portfolio, increasing NPV of portfolio by 15%. Led value-chain mapping for Personal Lines consumer segment resulting in 3-year road map to improve customer experience. Show less

• • Dec 2007 - Jan 2010

  Built a new analytics team focused on improving operational and customer journey insights. Drove consistent definitions of customer data across the enterprise. Established processes for the enterprise including the use of preferences, contact and interaction history, and customer demographics. Wrote requirements and implemented tools to capture 500MM customers and their interactions annually.



Nationwide

• Insurance
• 700 & Above Employee

• Manager, Call Center Technology

  • Nov 2004 - Jan 2007

  Managed call center and back-office applications used by call center associates across 7 locations. Launched new 24x7 call center to improve resiliency. Delivered new service desktop, replacing green screens with GUI presentation, delivering $21MM annual savings. Managed call center and back-office applications used by call center associates across 7 locations. Launched new 24x7 call center to improve resiliency. Delivered new service desktop, replacing green screens with GUI presentation, delivering $21MM annual savings.



CenturyLink

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Director Of Operations and Technology

  • Nov 1999 - Nov 2005

  Managed technology, quality, training and escalations teams in support of 2K person broadband provisioning organization. Accountable for delivering technology and processes to drive efficiency, improve quality and reduce training times. Managed technology, quality, training and escalations teams in support of 2K person broadband provisioning organization. Accountable for delivering technology and processes to drive efficiency, improve quality and reduce training times.