SUMMARY:

Results oriented Digital Product Owner with over 18 years of experience working with online banking products and services. Demonstrates a passion for customer experience by leading effective and high visibility digital projects utilizing both standard SDLC and Agile methodologies. Accomplished in conceptualizing, planning, and implementing digital strategies that transform business needs into new products and services. Recognized for consensus building and completing initiatives on time and within budget. Effective in increasing efficiency, aligning strategies and driving revenue growth.

AREAS OF EXPERTISE:

• Online/Ecommerce/Digital Experience
• Team Leadership Experience
• Digital Strategist
• Agile and SDLC Methodologies
• Strong Organizational Skills
• User Experience
• Digital Analytics & Reporting
• Process Improvement
• Internal

TECHNOLOGY:

Jira, Sharepoint, Salesforce, Microsoft Office, Google Analytics, Aha, SAP Business Objects, HP Quality Center, Tealeaf, Facebook Administration, Twitter, Instagram, LinkedIn, Moqups

PROFESSIONAL EXPERIENCE:

Confidential, Southington, CT

VP, Digital Product Owner

Responsibilities:

• Product Owner of Online Banking platform
• Think both in terms of delivering superior value during product planning, and in terms of launch quality, revenue goals, and adoption goals during the in - market phase
• Advocate for protecting the desired customer experience for the online banking platform
• Partner with LOBs to understand their clients’ specific digital needs and create a strategy to meet determined needs and LOB goals
• Work directly with other product owners, UI/UX designers, system engineers, developers, testers, and customers to define features and user stories
• Define the road map and prioritize the backlog of work to deliver in a timely manner and meet market and customer demands
• Act as a stakeholder of specific product backlog items, work closely with development teams to ensure the output to be aligned with expectations
• Prioritize work within an agile team and maintain a backlog of future work for consideration/prioritization
• Own and drive backlog grooming and management, prioritize user stories, create acceptance criteria and drive testing/delivery
• Be the voice of the customer and provide a business perspective on value during day-to-day development
• Create and maintain roadmap that defines short and long term product vision and communicating it to the development team and stakeholders
• Drive development of ongoing enhancements outlined in roadmap
• Work with 3rd party system integrators, as needed, to drive process on schedule and on budget
• Share product demos with different stakeholders and users to get feedback for product improvement
• Anticipate issues with delivery and features and solve proactively, through communication and expectation-setting
• Own the collateral content, FAQs, presentations, white papers or blogs that package the product and can be leveraged by Bankers, Marketing, and Executive Leaders
• Managing and monitoring product KPIs
• Comply with Federal and State regulations as well as Confidential policies and procedures

Confidential, Wallingford, CT

AVP, Web Product Manager

Responsibilities:

• Determine the right product at the right time based on feasibility, budget, capacity, and Bank strategy then take responsibility for devising and executing the plan
• Maintain the evolution of the product roadmap and ensure peers understand it
• Think both in terms of delivering superior value during product planning, and in terms of launch quality, revenue goals, and adoption goals during the in-market phase
• Make sure all teams are focused on revenue and/or customer experience and/or strategic direction
• Complete knowledge of the market, the product, all features, and the competitive landscape
• Advocate for protecting the desired customer experience for the online banking platform
• Responsible for supporting initiatives by analyzing and reporting online metrics
• Anticipate issues with delivery and features and solve proactively, through communication and expectation-setting
• Own the collateral content, FAQs, presentations, white papers or blogs that package the product and can be leveraged by Bankers, Marketing, and Executive Leaders
• Comply with Federal and State regulations as well as Confidential policies and procedures

Confidential, Wallingford, CT

Senior Web Customer Experience Analyst

Responsibilities:

• Facilitate monthly forums intended to engage and inform line of business partners
• Reconciliation and maintenance of house accounts
• Point of contact for break/fix and enhancement change requests for website
• Team Lead for online release deployments including pre- and post- implementation
• Provide materials, job aids, and updates to lines of business for all release deployments and issues
• Monitor and respond to Report Fraud mailbox
• Comply with Federal and State regulations as well as Confidential Bank policies and procedures

Confidential, Wallingford, CT

Web Customer Experience Analyst

Responsibilities:

• Review and analyze customer feedback to identify improvement opportunities
• Effective prioritization of Service Change Requests (SCRs) and assignment of these SCRs to releases based on impact analysis vs resource capacity
• Analyze, approve, and process online exception requests
• Research escalated online banking issues, engage partners as needed, and follow issues through to customer resolution
• Comply with Federal and State regulations as well as Confidential Bank policies and procedures

Confidential, Wallingford, CT

Online Banking Agent

Responsibilities:

• Specialize in troubleshooting customer related issues associated with online banking functionality
• Utilize resources to facilitate problem resolution
• Respond to customer questions in a courteous, professional, and timely manner
• Act as an advocate for the customer by submitting Voice of the Customer comments
• Comply with Federal and State regulations as well as Confidential policies and procedures
• Exceed quality monitoring expectations by achieving 95% or higher every month
• Demonstrate supportive teamwork