My Fintech CAreer

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I got into UX just as USAA was heading up their new UX department. I brought two teams together using SAFe Agile Ceremonies; a way of working they had never experienced. I brought business needs to the UX space for my teams. 

I discovered an opportunity for USAA to build a mini investing site. I wrote a white paper and took a tiger team through a one week Google sprint to deliver a solution which was approved by our executive sponsor. 

I provided leadership end-to-end in the crafting of an empathy-rich experience for members who experienced the passing of a loved one and needed to close down their accounts for fraud prevention and beneficiary payouts. 

I brought a new approach to Product Design in the UX Product Design area of Claims at Allstate as we were revamping the end to end First Notice of Los experience.  I interviewed every member of the team identifying pain points as well as coached product owners in the benefits of capacity planning. 

I Service Mapped the complex FNOL system for Allstate's 3rd party shell environment providing insurance to gig workers

-High Stakes Celebrity Communications: Managed comms with celebrity clients, building custom digital solutions

-Customer Success, Education: Managed Customer Education Team, Led customer solution handoffs

-Program-Wide Leadership: Led the Customer Success UX Program

-Third Party Management: -Led communications between clients, designers, developers and agencies

In customer success, I  also worked with identified members in the community to highlight and build a custom website solutions,  in order to see their business prosper and bring some worthy attention to their business model. 

-Manage Innovation: Design a Survey Form and a process to ingest and flow innovative ideas into backlog

-Lead Greatness: Launched & Manage ThinkTank Team with dedicated SMEs from all sectors of the enterprise

-Craft Structure: Launched and Manage top-down standard operating procedures throughout entire enterprise to

enable repeatable processes and bring historical company into new ways of working

-Research: Lead primary & secondary research efforts for data-informed products (Currently: Restaurant Industry)

-Design Thinking: Launched Product Life Cycle, integrating agile, UX processes into a historic system

-Work with IT for Quality control, Underwriting for accuracy, R&D for accurate research and actuary for proper pricing

-UX Program Management: for UX integrated designers building wireframes & supporting visual artifacts

-Designed Commercial P&C Garage BOP policy & UX experience for agents/insures

-Data: Maintain tight alignment with Marketing and Data Science, making data-driven decisions

-Anomalous Trends: Developing a log which can alert teams to anomalous trends in their enterprise login systems

-Token Managment: Enabling adding or removing users from the portal based upon predetermined login guides. 

-Threat Metrics: Building a dashboard which receives various metrics from the organization, designing a custom algorithm display for the determined threat metric percentage awarded to enterprise

-Password Reset Experiences: Designed custom flows for password reset and SSO experiences

-Built Custom Enterprise Security system for Wal-Mart

-Research:  Presented my findings to leadership to avoid the launch of a flawed 2.0 update

-Managed 50+ Objectives per Program Iteration