New York, New York, United States
Leading the shift from reactive data risk management to a preventative, product-driven model that reduces customer-impacting data failures while enabling trusted data and new AI use cases for US Consumer businesses.
Led the ideation, development, and launch of products, benefits, and capabilities that elevate the American Express Card Member experience through cross-functional collaboration and strategic partnerships. Spearheaded the multi-year transformation of the Delta co-brand portfolio, facilitating the definition, inter-company alignment, and roadmap creation across three complex workstreams: • Introduced MQD Boost for earning Delta Medallion Status via everyday spend, ensuring Delta Platinum and Reserve value within the updated SkyMiles program. • Enhanced fee-based Delta products with benefits across the entire travel journey. • Enabling a new Sky Club access policy for Delta Reserve and Amex Platinum Card Members, addressing capacity constraints. Successfully refreshed the U.S. Consumer Platinum product in 2021, introducing new and enhanced benefits across travel, entertainment, wellness, dining, and retail, evolving the value proposition. Implemented the Centurion Lounge guest access policy, Amex's first proprietary status benefit, to reward our best customers while relieving overcrowding.
Accelerated decision-making and speed to market by infusing consumer and marketplace insights into product conception, design, and development. Envisioned, launched, and owned Canvas, a co-creation community integrated with design thinking methodologies to test and learn with consumers. Coached internal "startup" owners on design and product development + management principles.
Managed client relationships and team activities to execute against Citi's brand strategy and stewardship, employee initiatives, and mission statement activation.
Delivered effective brand and innovation strategies for senior-level clients globally, including Atento's brand strategy, positioning, and visual identity refresh ahead of IPO.
Collaborated with Fortune 500 clients, including Kroger and United Airlines, to (re)imagine, define, and deliver custom digital products that addressed unique business challenges. Modeled and taught lean and agile development principles to cross-functional teams, enabling more efficient and customer-centric product development.