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SUMMARY

Innovative and transformational leader bringing experience in the Digital, Healthcare, Technology, Government and Financial industries. Extensive domestic and international experience in enterprise-wide Customer Experience (CX), Innovation, Product Management, Operational Excellence and Business Operations. Specific knowledge and background in both mature and pre-IPO organizations. Enthusiastic, rapid result-oriented approach to success. Passion for white spaces, collaborative work environments and tackling barriers to customer success and business outcomes. Strong cross-organizational project execution background. Successfully leads and transforms complex global organizations experiencing periods of strategic change that require creating a new strategic framework, business or operating model. Mathematician.  Statistician.

LEADERSHIP AND EXECUTION

  • Servant Leader who successfully builds, manages and coaches high performance teams and leaders.
  • Experience building and leading organizations - 10+ directs and up to 400+ indirect.
  • Broad executive leadership experience as SVP, CIO, COO, Global Director, Program Director.
  • Experience in developing strategy and goals in alignment with organizational mission and strategy.
  • Budgeting, setting and managing to measurable goals, running a P&L unit.
  • Flexible at operating at the leadership level and still executing with product teams.
  • Experience in matrix environments and leading cross-functional teams.

INNOVATION, LEAN-STARTUP, PRODUCT DEVELOPMENT & AGILE

  • White space implementation and operation of Innovation Labs using Lean Startup, Design Thinking, Customer-Driven Innovation, Agile, Kanban and Human Centered Design.
  • Certified Innovation Master, Innovation & Design Thinking, from Stanford d.School.
  • Certified Agile Product Owner and Scrum Master, Lean and Six Sigma Master Black Belt.
  • Experienced Human Centered Researcher and Experience Designer
  • Implemented hypothesis testing and rapid experimentation in the front-line resulting in measurable improvements to efficiency, effectiveness, quality of experience (Toyota Production System).
  • Design and implementation of measurable product lifecycle processes in three different businesses.
  • Driver of organizational transformation from waterfall to Agile/Kanban in two businesses.
  • Experienced Product Owner, Scrum Master and Program manager.
  • Designed and operated innovation portfolios and built prioritization and decision-making models.

CUSTOMER EXPERIENCE AND LOYALTY

  • CX/EX Leader for the End-to-End Experience
  • Certified Customer Experience Professional (CCXP)
  • Build and Coach CX teams and mentor CX professionals.
  • Service Design, XD, Customer Driven Innovation (CDI), Human Centered Design (HCD), Design Thinking, jobs to be done, journey mapping, service blueprinting, and moments that matter/of truth.
  • White space implementation and adoption of CX mindset, Net Promoter Systems (NPS), VOC systems, customer analytics and key CX best practices in multiple organizations.

COMPLEX ORGANIZATIONAL CHANGE AND CULTURAL TRANSFORMATION

  • Successful cultural transformation through adoption of new mindsets and ways of working
  • Experience leading org redesign and change adoption 
  • Experience in building and executing change adoption plans and strategic communication plans
  • Experience partnering with business leaders and customers in countries spanning five continents.

CURRENT WORK: WHITE HOUSE PRESIDENTIAL INNOVATION FELLOW

DETAIL TO DEPARTMENT OF VETERANS AFFAIRS (VA)

2019 - 01Present
Office of Resolution Management, Diversity and Inclusion (ORMDI)

ORMDI advises and supports the Assistant Secretary for Human Resources and Administration in diversity, inclusion and resolution management issues. ORMDI also supports the Secretary, Deputy Secretary, Under Secretaries, and Assistant Secretaries in their actions to achieve and sustain a diverse workforce and an inclusive and safe workplace.

  • Organizational Transformation
    • Integration Planning for merging the Offices of ORM and ODI into one office ORMDI.
    • Worked with the Deputy Assistant Secretary to develop the new Strategic Mission ... Help Build Healthy  Organizations.
  • Customer/Employee Experience
    • Stood up the Customer Experience Office in ORMDI.
    • Stood up the VA's Federal Women's Program Coalition to attract, promote and retain women.
  • Data Driven Decision Making
    • Developed a cloud based prototype for a  strategic operations and portfolio management system.
  • Product Development
    • Developed Strategic Framework for the Program.
    • Prepared Deputy Assistant Secretary for Congressional Hearings on Harassment in the VA.
    • Developed ORMDI Product Portfolio and conducted strategic gap analysis.
    • Led VA wide initiative to create a World Class Harassment Prevention and Recourse Program.

DIGITAL HEALTH

Greater Los Angeles Healthcare System (VHA) - Mental Health Innovation
  • Contributed to VA Digital Health Council.
  • Thought partner in creating Innovation organization within mental health.
  • Participated in weekly innovation discussions and brainstorms.
  • Developed research plan for physician burn-out in GLA.
  • Developed multiple digital innovation funding proposals  to reduce Veteran Suicide and Physician burn-out.
  • Participated in $1m dollar digital innovation project on resilience for early detection of sleep & stress in Veterans.

WHITE HOUSE OFFICE OF SCIENCE AND TECHNOLOGY

Building a National AI Infrastructure

Mission:  Build Public Trust

Co-chair for Federal AI Privacy Community of Practice - Develop Experience Design Guidelines

In the Fall of 2019 the Presidential Innovation Program Fellows identified priorities for accelerating the implementation of AI in the Federal Government. As a part of this effort, the Fellows lead the creation and kick-off of the AI Community of Practice for the Federal Government and established the first tool kits to help Agency leaders assess and determine the highest value use cases to apply AI in their organizations.

As part of the White House Executive Order, in the spring of 2019, the Presidential Innovation Program Fellows identified three strategic pathways and provided recommendations to guide the Federal government in Releasing Artificial Intelligence (AI)-Valuable Datasets; Establishing AI Data Standards; and Engineering an AI intellectual infrastructure necessary for AI leadership.

DETAIL TO NATIONAL INSTITUTES OF HEALTH (NIH)

2019-012019-10
All of Us Precision Medicine

All of Us is a participant-engaged, data-driven enterprise supporting research at the intersection of human biology, behavior, genetics, environment, data science, computation and much more to produce new knowledge with the goal of developing more effective ways to treat disease.

  • Brought innovation and strategic CX and UX thought leadership to the digital team.
  • Authored digital privacy design principles for the All of Us digital presence.
  • Conducted comparative landscape analysis of consumer DNA products on the market.
  • Conducted landscape analysis of multiple years of All of Us user research.
  • Designed and participated in Value Proposition Research.

DETAIL TO DEPARTMENT OF TRANSPORTATION (DOT)

2019-062019-12
Safety Data Initiative (SDI)

Mission:  Evolve from retrospective to predictive analysis. Through data integration, analysis, and visualization improvements, we believe DOT will not only advance its understanding of what has happened in the past, but also be able to rapidly identify and address emerging risks so that we can intervene more quickly to save lives.

  • Led the team through Lean Start-up process to identify the unmet needs of SDI's customers. 
  • Led cross DOT workshop on innovation adoption strategies including top marketing channels and messages and adoption barrier analysis.
  • Identified and improved Grant selection process to identify innovative predictive analytics projects that address the unmet needs of customers in the field. 

ADDITIONAL WORK EXPERIENCE

LEADER, STRATEGIC INNOVATION & ENTERPRISE TRANSFORMATION

2013-102019-01
Humana, Inc. Louisville, KY

Mission:  Re-imagine the Healthcare Ecosystem

  • Leader in the CX Lean Start-Up Lab bringing the spirit of the start-up to healthcare insurance giant Humana while returning $6M+ first-year savings to the company.
  • Challenging convention and Humana's corporate routines for 5,000+ associates and 1,000+ leaders using Lean Start-up, Agile/Scrum, Design Thinking, and Lean 6 Sigma methods to accelerate speed to market across all lines of business.
  • Developed strategy and execution plans for digital transformation of enterprise-wide services into an omni-channel delivery model.
  • Led cross-functional teams of ~100 employees to break down silos, rethink routine, pioneer simplicity, cultivate uniqueness, reject bureaucracy and make it easy for consumers to do business with Humana in a trust-centered leadership and associate-empowered environment.
  • Led Agile implementation in the Lab and on a key digital program to enable small businesses to enroll on-line.
  • Utilized customer-driven innovation to develop a new service model and contributed to the evolution of Humana’s technical strategy, accelerating the move to the cloud and the use of machine learning, AI, and voice interfaces.

DIRECTOR, TECHNICAL BUSINESS OPERATIONS

2011-062013-05
Paypal/Ebay, San Jose, CA

Missions:  1) Improved time-to-market, quality, and productivity of product development. 2) Attract and retain top engineering talent.

  • Developed and operationalized business metrics and dashboard for the CTO organization.
  • Drove PayPal transformation to Agile and customer-driven innovation (CDI).
  • Developed technologist specific satisfaction and engagement measurements.  Improved technologist experience satisfaction scores.
  • Product owner for re-platforming engineering environments.

DIRECTOR, CUSTOMER SERVICE EXPERIENCE TRANSFORMATION

2008-102011-06
Cisco Systems, San Jose, CA

Mission:  Transform the Global Service Delivery Business in support of a differentiated customer experiences.

  • Directed development and execution of transformation strategy.
  • Evangelized the customer experience mindset and built a customer experience design team.
  • Managed a portfolio of initiatives and multi-generational plan to drive global transformation to a value differentiated customer experience service delivery model.
  • Led partnership with Product Development to improve the service experience for key B to B to C customers.
  • Established Rapid Experimentation in the front line that improved operational efficiency and effectiveness and delivered a better experience to customers.
  • Member of Cisco’s Small Business Governance Committee.
  • Conducted global contextual interviews that led to the design new service products to reduce the complexity of SMB product implementations. 

VP/DIRECTOR, CUSTOMER EXPERIENCE

2004-102008-09
Intuit, Inc.

Accelerated delivery of a delightful total Customer Experience where it matters most, as measured by revenue growth, building organizational capability, ease, delight and net promoter scores in four different business units in Intuit.

    • Identified jobs to be done, what is important to Customers in the total customer experience and Moments of Truth/Moments that Matter.
    • Implemented Net Promoter system that predicts and measures how we are doing at delivering a Delightful Total Customer Experience.
    • Designed a system to understand how we are delivering at each Moment of Truth.
    • Accelerated execution on the most important priorities to improve customer experience and operational efficiency and effectiveness.
    • Built organizational capability in customer experience best practices and accelerators.
    • Built a CX team with the talent to deliver.

SVP/Director, Customer Experience - Digital Insights, An Intuit Company, Calabasas, CA 

      • Implement Toyota Production System (TPS) principles in the Services organization to improve customer experience.
      • Worked with account teams to retain customers.
      • Partnered with UI and XD teams to implement customer-driven innovation (CDI) as part of the software development process.

Director, Customer Experience & Business Excellence - Intuit Professional Tax Division, Plano, TX

      • Implemented TPS in the Services, Sales, and Product Development organizations.
      • Drove organizational re-design to transform sales from tele-sales to a field organization.
      • Drove transformation from annual software licenses business model to subscription model.
      • Partnered with UI, UX and engineering teams to implement Customer-Driven Innovation (CDI)
      • Led development of Product Life Cycle Management.
      • Created a successful rotational leadership development program that was duplicated in other divisions.

Sr. Business Partner, Customer Experience & Business Excellence - Intuit Quicken/Innovation and Intuit IT Divisions, Mountain View, CA

      • Designed and implemented the product life-cycle process, led x-functional team in establishing 'to be' organizational mindset and behaviors, designed and implemented a mindset change program that successfully shifted the behaviors of current employee and leadership in the organization.
      • Coached and Certified Green Belts and Black Belts.  Used process improvement to improve IT ticketing system. Implemented VOC program for Intuit IT.

GLOBAL DIRECTOR

1999-112004-10
Sun Microsystems (Acquired By Oracle, Inc)

CTO and Office of the Chief Engineer, Menlo Park, CA.
Program Director, Engineering Efficiency and Effectiveness.

  • Key player in strategy development and execution to improve engineering and product development practices.
  • Managed a portfolio of initiatives and multi-generational plan to integrate customer requirement best practices into product development.
  • Gathered strategic roadblocks from customers in various verticals that Sun served and analyzed to develop insights into business problems that Sun Labs and Sun Products could solve well.

Program Lead/Black Belt, Product Development Lifecycle (PLC), Menlo Park, CA.

  • Reporting up to the Chief Engineer within Sun’s Chief Technology Office and Sun Labs, establish and execute strategy, portfolio of initiatives, and multi-generational plan to continuously improve Sun's Product Lifecycle Process (PLC) to predictably and profitably meet or exceed customer expectations.
  • Partnered with business units and functions to provide the leadership, enabling infrastructure, and expert guidance in using, succeeding with, and continuously improving Sun's PLC and Portfolio management practices.

Sun Professional Services, Broomfield, CO.
Global Director, Sun Professional Services Program and Project Management.

  • Reporting to VP of Professional Services Specialty Practices, establish and implement a 470-person global full-stack development program and project management expertise.
  • Transformed the Global Program and Project Management Practice from a practice of primarily hardware installs in data centers to full stack development to improve the customer experience.
  • Accountable for developing specialized approach in delivering complex, high-risk projects.
  • Established quality review best practices and conducted program reviews with Customers.

VICE PRESIDENT OF PRODUCT & PROGRAM MANAGEMENT

1998-091999-11
Agency.Com, Avon, CO

Agency.com was a full service digital interactive agency serving global and Fortune 500 companies. Their services attracted global brands like 3M, British Airways, BT, eBay, HP, Sprint, T-Mobile, and Visa. Led entire product & project management operation in a large regional office. Accountable for ensuring product & project managers and teams successfully initiated and executed large digital projects from conception through delivery including product team management, project resource management, budget plan compliance, scheduling, project performance, client relationships, overall quality and developing measurable project plans. Also accountable for high-level executive client presentations and site visits to establish customer requirements and financial tracking and reporting of all billable hours for all staff in the division.

COO/VICE PRESIDENT OF PROFESSIONAL SERVICES

19981999
Imaginet Design Solutions, Hollywood, FL

Developed Professional Services infrastructure and provided e-commerce subject matter expertise by consulting on engagements including internet-based strategies, re-design of existing internet presence, and re-engineering business processes to improve customer experience.

CIO / ASSISTANT COURT ADMINISTRATOR

19951998
11TH Judicial Circuit of Miami-Dade County, Florida

Led technology services for multi-million dollar division responsible for analysis, design, implementation, procurement, management and support of technology in the 4th largest court system in the United States. Developed and supervised professional technology staff of over 30 full-time and contract employees. Planned and administered support for over 650 computer users utilizing mainframe, network and PC technology. Developed project budgets, supervised project managers, developed and promulgated technology standards. Administered over 150 successful technology projects.  

COURT INFORMATION MANAGEMENT SYSTEMS

19821995
Meckem, Jordan and Associates

NATIONAL JUDICIAL COLLEGE, U of NEVADA, RENO, NV - FACULTY COORDINATOR / INSTRUCTOR

Planned, developed and taught various Technology, Management and MIS courses.

STATE OF TENNESSEE - Project Director.

Project consultant for $17 million dollar state-of-the-art Statewide Uniform Court Information System. Developed functional specifications and RFP.  

DOUGLAS COUNTY, NEVADA COURT - Project Director.

Conducted operations analysis, re-engineering, and functional requirements for automated countywide Judicial Management

DAVIDSON COUNTY, TENNESSEE - Managing Consultant.

Designed and planned for implementation of automated countywide Justice Information System

WYOMING SUPREME COURT - Managing Consultant.

    • Developed a Statewide Uniform Judicial Management System and Statewide Uniform Criminal Justice System (CJIS)
    • Developed and Implemented Statewide Uniform Citation 

EDUCATION

M.S., Statistics*

University of Wyoming, Laramie, WY

*Course work completed.

B.S., Mathematics and Statistics

University of Wyoming, Laramie, WY
  • Studied Mathematics and Statistics. Pursued French and French Literature. Worked as a programmer/analyst; Counselor for Outward Bound; and helped develop the first automated education program and profession recommendation system based on statistical profiling of professionals.

AWARDS

CXPA Innovation Awards

Customer Experience Professional Association (CXPA)

Innovation Awards for Omni-channel Analytics (Customer Journey Optimization) and Real-time VOC implementations at Humana.

CXPA Innovation award for our team's Implementation and Adoption of Omni-channel Analytics across Humana Service Channels using a cloud application from NICE called Customer Journey Optimization (CJO).

These awards, established and presented by the CXPA, recognize companies around the world whose efforts have significant positive effects on their organizations' endeavors to innovate and improve customers' experiences.

Nominated for American Management Systems and Carnegie-Mellon University’s Achievement in Managing Information Technology

AMS & Carnegie-mellon University

Nominated by the Wyoming Supreme Court for establishing a statewide court information management system.

Maurice-Davies Award for Outstanding Accomplishments in Statistics

University of Wyoming

PUBLICATIONS

  • “Using ‘Rapid Experimentation’ to Inform Customer Service Experience Design,” CHI 2010 International Conference, Atlanta, GA.
  • Dot-Com and Beyond: Breakthrough Internet-based Architectures and Methodologies Pearson Education, 1st edition.

CERTIFICATIONS & TRAINING

CUSTOMER EXPERIENCE AND HUMAN CENTER DESIGN
  • Innovation Master, Innovation & Design Thinking, Stanford d.school.
  • CCXP / Certified CX Professional.
  • Human Centered Design
AGILE AND LEAN PRODUCT DEVELOPMENT
  • Agile Product Owner
  • Certified Agile Scrum Master
  • Lean Product Development / Lean Startup Trained by Moves the Needle
  • Rapid Experimentation Trained and Practiced
PROGRAM AND PROJECT MANAGEMENT
  • PMBOK
  • Prince II (UK Standard)
  • RUP Project Management
PROCESS EXCELLENCE
  • Six Sigma Master Black Belt Certification -- DMAIC, DMADV, DFSS
  • Lean and Lean Six Sigma 
  • Toyota Production System. Trained and Practiced