Business owner of support content, digital service communications, & messaging / bot strategy in support of ~28.5M customer base. Manage roadmap for digital service channels to drive self-service
and provide best-in-class end-to-end experiences.
• Implemented bot and agent messaging strategy that increased automation and self-service,
resulting in a 30% increase in deflected.
• Established More ...
VP, Global Digital Product Management
Citigroup Inc. | New York, NY, USA
July 2003 - June 2016
Global Experience Team
Business owner of Global Money Movement functions for consumer banking businesses. Developed
global experience for products, leveraging expertise from design, usability, and market research
teams to ensure customer's delight with expressed and implied needs.
• Led feature enhancements for global credit card payments to reduce required customer's
transaction steps by 40% More ...
Binghamton University, State University of New York
Masters, Business Administration, Concentrations | New York, NY, USA
SUNY University at Buffalo
Bachelors, Business Administration | Buffalo, NY, USA