Summary
Leader and creative champion with a passion for delivering innovative digital solutions that fulfill user needs and surpass expectations. Over 20 years of experience in human centered design, including research, strategy, and engineering. Skilled collaborator with business owners and cross-functional teams.
Work Experience
Evernorth, Bloomfield, CT
Product Manager Customer Engagement Strategy October 2022 – Present
- Manage a team of Product Owners that deliver enhanced customer experiences through the MyCigne secure member portal
- Delivered a new onboarding experience to members when registering for the MyCigna portal
- Evaluating product requirements, identifying enhancements, and delivering new experiences through the MyCigna dashboard
- Coordinate with multiple departments, and other business stakeholders to develop a strategy and specifications for MyCigna’s message center
Cigna.com Product Owner May 2019 – October 2022
- Managed a digital team of content creators, UX designers, and developers in the redesign of Cigna’s website
- Developed a personalization strategy to enhance the user journey for returning visitors to Cigna.com
- Interfacing with multiple departments including sales, marketing, and other business stakeholders to develop product requirements and specifications for Cigna.com
Travelers, Hartford, CT
Director Claims Business Delivery Product Owner July 2018 – May 2019
- Led the effort to incorporate customer communication preferences and text messaging into the claim reporting process
- Collaborate in the development of product roadmaps to deliver business capabilities for business claims
- Working with project leads and subject matter experts to develop a strategy on how product requirements will be approached and managed
Health New England, Springfield, MA
UX/CX Architect Manager September 2014 – June 2018
- Lead customer experience and creative design efforts across all digital properties including brand, marketing, and communication
- Responsible for developing and owning the customer journey, experiences, and visual design across corporate properties within digital and traditional mediums
- Promoted a creative atmosphere with imaginative exercises and challenges
Internet Project Manager October 2008 – September 2014
- Developed content marketing strategy that supported the company brand through social media, blog articles, and email campaigns
- Championed the adoption of a user-centered design strategy for all
marketing materials - Managed and measured online marketing activities across all company product lines and audiences
- Developed a relevant mobile application and interface design for both members and providers
- Reviewed and analyzed metrics on an ongoing basis for website optimization, planning, and marketing strategy
Sr. Interactive Designer July 1999 – October 2008
- Led a cross-functional team of business and technical employees for projects related to a public and secure website
- Established and maintained the Health New England website content and brand
- Designed interactive presentations using a variety of multimedia and
graphics software - Encouraged the adoption of new technologies to enhance the company’s capabilities
- Chief illustrator and design layout artist for award-winning HNE WhizKidz children’s book series
Vision Interactive Associates, Ludlow, MA
Manager of Interactive Department/Multimedia Developer May 1997 – July 1999
- Collaborated with customers on web strategies and other digital experiences
- Led digital design team on multiple projects that involved a variety of multimedia and graphics software
Chan SmartWare, Boylston, MA
Multimedia, Animation & Internet Support January 1995 – May 1997
- Developed training manuals and classes in print and web page design
- Researched and developed examples of emerging technologies related to multimedia, 3D and web design
Education
Savannah College of Art and Design
MA, Interactive Design and Game Development
2007 – 2008
Westfield State College
BA, Graphic Design
1987 – 1991