Led a large-scale enterprise technology transformation spanning multiple business units, locations, and operational teams.

The initiative required coordination across executive leadership, technology, operations, finance, legal, external vendors, and end users. I provided leadership across program strategy, implementation planning, business requirements, vendor management, financial analysis, change management, training, governance, and executive reporting.

A significant part of my role involved translating between business and technical teams - understanding operational requirements, identifying potential impacts, and making sure implementation decisions supported how the business actually needed to operate.

My work also includes evaluating and implementing AI-enabled capabilities and automation, with consideration for business value, operational impact, data governance, privacy, compliance, and user adoption.

I also developed the broader implementation approach, including sequencing, readiness, stakeholder coordination, risk management, training, adoption, and post-implementation optimization.

Areas of Focus

Enterprise Technology | Program Leadership | Business Transformation | Vendor Management | Change Management | Governance | Executive Communications

Led the redesign and implementation of technology and operational processes supporting customer-facing teams within a complex business environment.

The work began with understanding how customers and employees interacted with existing processes, where friction existed, and what business requirements needed to be addressed.

From there, I worked across operational and technical teams to develop improved workflows, translate business requirements into system design, establish reporting needs, and coordinate implementation.

The work continued beyond implementation through performance monitoring, process refinement, stakeholder feedback, and ongoing optimization.

Areas of Focus

Customer Experience | Operational Strategy | Process Design | Technology Implementation | Business Requirements | Reporting & Analytics | Change Management

Partnered with business leaders and technical teams to improve visibility into operational performance and support better decision-making.

My role focused on defining what the business actually needed to understand - not simply what data was available. I translated those needs into reporting requirements, worked with technical resources on development, validated underlying information, and identified inconsistencies requiring further investigation.

I also helped establish meaningful performance measures and reporting structures that gave leadership a clearer view of operations and supported ongoing decision-making.

Following implementation, I remained involved in validation and refinement to make sure reporting continued to accurately represent the business.

Areas of Focus

Business Intelligence | Business Requirements | Data Validation | KPI Development | Operational Analysis | Performance Reporting | Executive Decision Support

Connecting technology investment to operational and financial performance.

Conducted detailed analysis of enterprise technology costs, utilization, contractual requirements, and operational needs to improve financial visibility and support leadership decision-making.

My work included validating costs and utilization, identifying discrepancies and opportunities, evaluating contractual requirements, and developing financial forecasts and recommendations.

Rather than evaluating cost independently, I consider how technology is actually being used across the organization and whether spending aligns with business requirements.

Findings and recommendations are translated into clear information leadership can use in vendor discussions, budgeting, planning and technology decisions.

Areas of Focus

Financial Analysis | Technology Spend | Contract Analysis | Cost Forecasting | Vendor Management | Utilization Analysis | Executive Decision Support

Leading change across teams, functions, and competing priorities.

Led complex programs requiring coordination across business units, functional teams, technical resources, external partners, and executive leadership.

Built and led a high-performing cross-functional program team bringing together business, technology, operations, training, analytics, and other specialized resources. I established responsibilities, priorities, workflows, and accountability across the team while creating an environment where subject-matter experts could contribute effectively towards a shared objective.

My role included establishing program structure, defining priorities and dependencies, managing timelines and risks, facilitating decisions, coordinating resources, and maintaining communication across stakeholder groups.

I also developed change and adoption strategies to prepare teams for new technology, processes, and ways of working. This included leadership preparation, communications, training strategy, documentation, employee readiness, and post-implementation support.

The objective is not simply to complete a project. It is to create enough structure, communication, and accountability for the organization to successfully adopt and sustain the change.

Areas of Focus

Program Management | Organizational Change | Stakeholder Management | Risk Management | Executive Communications | Training & Adoption | Team & Cross-Functional Leadership

Building a customer experience program from strategy through operation.

Built and led a customer experience program from the ground up, establishing the strategy, operating structure, measurement approach, technology, processes, and cross-functional partnerships to support it.

The work included defining the customer experience framework, identifying how customer feedback and operational data would be captured and evaluated, developing performance measures and reporting, establishing processes for identifying trends and opportunities, and creating mechanisms to turn customer insight into business action.

I also worked across leadership, operations, technology, and frontline teams to embed customer experience into broader business decision-making rather than treating it as a standalone initiative.

As the program evolved, I continued to lead its development through technology enablement, analytics, process improvement, stakeholder engagement, and ongoing program strategy.

Areas of Focus

Customer Experience Strategy | Program Development | Voice of Customer | CX Measurement | Operational Improvement | Analytics | Cross-Functional Leadership