Digital & Entertainment Experience

• Led the analysis and enhancement of Discovery Television’s Sweepstakes program to streamline the entry process, database updates and reports while increasing user and business satisfaction.
• Evaluated the existing customer-facing site to perform gap analysis for user experience, workflows, business requirements, and functionality to identify opportunities for UX improvement.
• Translated business and user needs into functional requirements, and collaborated with technology and business teams to redesign and enhance the experience.
• Supported workflow definition, testing, UAT, and implementation of the upgraded solution.

Key Usability, Customer & Employee Systems Integrations

• Directed the integration of Customer-Facing Applications (Websites & Kiosks), launching a unified web portal that provided seamless account access and merged point balance visibility for millions of active customers and employees across legacy domains.
• Engineered real-time data lookup capabilities and synchronized frontend interfaces with backend self-service award and booking engines across all standard and elite airline inventory codes.
• Spearheaded the UI/UX and frontend integration of customer and employee travel portals (USAirways.com / AmericaWest.com and self-service kiosks) to deliver a unified, single-sign-on experience for merged loyalty balances.

 Enterprise Workflow User Experience

• Worked with Matrix One, an early enterprise document workflow and approval solution, supporting controlled documentation and CFR-compliant electronic approval processes for product engineering schematics.
• Analyzed business and user requirements, evaluated documentation workflows and usability, and translated regulatory and operational requirements into system workflows, approval processes, and functional requirements.
• Supported testing, validation, UAT, and stakeholder acceptance of the solution.

Digital Transformation    

• Led CFC’s modernization initiatives replacing 30-year-old legacy systems with FIS applications, driving requirements, UAT, implementation, and cross-functional delivery.
• Conducted post-go-live user experience and usability analysis, evaluating workflows and user feedback to identify process improvements, system enhancements, and operational needs.
• Developed enhancement specifications and requirements, partnering with operations, business users, technology teams, and the third-party vendor FIS to prioritize and deliver system and user-experience improvements.

Banking Digital Experience

• Evaluated the Accounts and Transfers modules within Bank of America's Online Banking and mobile platform as part of the Merrill Lynch acquisition integration. Conducted stakeholder discovery, usability analysis and evaluation, business and functional requirements analysis, and workflow assessment to identify gaps, impacts, and integration requirements associated with incorporating Merrill Lynch customers and account structures into the existing online banking experience.
• Collaborated with business, technology, and product stakeholders to define requirements, recommend process and user experience improvements, and support testing and UAT.

Corporate Digital Integration

• Led customer-facing financial digital systems and third-party vendor transformation projects, supporting usability, requirements, testing, and implementation.
• Conducted User Experience and workflow analysis to identify usability gaps, process improvements, and opportunities to enhance customer-facing applications.
• Coordinated teams to resolve issues, manage dependencies, and deliver operational and user-focused enhancements across the upgraded systems.

Digital Experience & Core Systems Upgrade

• Led an internal core system upgrade to ACI Worldwide payment applications, coordinating business, technology, vendor, and testing activities through implementation.
• Evaluated external customer usability and payment experiences, identifying workflow improvements and opportunities to enhance functionality and ease of use.
• Translated business and customer experience insights into requirements, enhancement specifications, and UAT to support successful implementation.

Payroll Systems Analysis & Solutions

• Analyzed and translated complex union workforce requirements into SAP payroll functionality, including collective bargaining rules, wage and job classifications, overtime, shift differentials, seniority, and other workforce-specific requirements.
• Conducted stakeholder discovery, usability analysis and evaluation, workflow analysis as well as gap analysis  and system testing cases to support SIT testers, and led UAT to ensure the updated SAP solution accurately supported business and union requirements.

 Legacy Systems Transformation

Customer Experience & M&A Integration

Process/Workflow Analysis and Solutions