A wise colleague reminded me that you cannot turn down a job you haven’t been offered.

Summary

I define technology-enabled solutions that produce business results and delight customers. I have extensive experience creating new products and leading high-impact interactive marketing initiatives that meet customer needs and deliver real business value. Examples of my work include TIAA-CREF’s iPhone app and social media properties, Private Banking accounts at Credit Suisse, and financial planning tools at Fidelity Investments.

Demonstrated strengths include:

  • Leadership and influence
  • Innovation and strategic thinking
  • Prioritization and communication
  • End-to-end customer experience design
  • Change management
  • Technical analysis and problem resolution
  • Complex program management
  • Team management and development

Professional Experience

TIAA-CREF, New York, NY

Director, Digital Strategy ~ 11/2007 – present
Reporting to the Chief Digital Officer, responsibilities include fostering digital innovation, delivering new interactive products, and defining digital centers of excellence. Objectives are met by building cross-functional relationships to influence business decisions, secure funding for software and digital initiatives, and produce value for the business.

Highlights and Accomplishments

  • Leading customer-facing mobile initiatives. Defined the business strategy and secured funding to create an iPhone app & mobile web roadmap. Accountable for budgets covering internal teams and agency resources.
  • Launched a social media presence on Facebook and Twitter to demonstrate engagement and brand awareness opportunities. Collaborate with brand, business, and compliance partners to test social tactics for driving new business and earned media.
  • Negotiated third-party solutions for several business critical growth and efficiency initiatives. Reduced several contracts by more than $100K each by focusing on clear objectives and scope.
  • Partnering in new customer acquisition efforts by transforming account applications to delightful mobile experiences.
  • Served as an executive coach for telephone sales consultants across the country to clearly demonstrate focus on multi-channel client experiences.

Credit Suisse Private Bank USA, New York, NY

Vice President, Wealth Management Solutions ~ 2/2007 – 11/2007
Information Technology group head with responsibility for strategic planning, product development and project management, business analysis, and personnel management related to delivering client-facing software solutions.

Highlights and Accomplishments

  • Product manager responsible to the business for launching the new in-sourced retail client web portal. Served as the general contractor to oversee activities involving internal teams as well as external resources and vendors.
  • Represented IT to define business requirements for the next generation of wealth management reporting. The project team was charged with delivering consolidated client reports to track cross-custodian performance and activity relating to financial planning.
  • Managed a team of business analysts and client reporting specialists.
  • Served as the relationship manager to the ultra high net worth distribution team and fostered collaboration across functional teams.

Fidelity Investments

11/2000 – 2/2007
Roles included marketing, distribution, and product development with demonstrated growth and increasing responsibility. Earned a reputation for customer understanding, relationship building, team leadership, and subject matter expertise on Fidelity’s financial planning process.

Relationship Manager, Fidelity Personal Investments, New York, NY

  • Worked with three sales executives to create and implement strategic programs to develop high net worth client relationships within a $4 billion portfolio in the Manhattan market.
  • Delivered retirement income planning guidance to retail clients, employing the industry leading processes and software that I helped develop and launch.
  • Organized a team of six to create efficient interactions and achieve scalable growth.
  • Led private client conversions from multiple platforms to the Fidelity retail brokerage platform. Captured additional business acting with a high degree of integrity.

Director of Product Development, Fidelity Strategic New Business Development, Boston, MA

  • Responsible for the definition, implementation and management of Fidelity’s current generation of industry-leading online financial planning software.
  • Developed the product strategy through presentations to senior executives and collaboration with key cross-functional decision makers.
  • Served as the business project manager, actively managing requirements, design, execution, and delivery of $1 to 5 million software development projects.
  • Coordinated teams of 10–20 cross-company partners to define and write business requirements for each software release. Led user acceptance testing.
  • Delivered four major releases of Fidelity’s retirement planning program, which offers financial planning for wealth accumulation, asset allocation, and retirement income.
  • Managed the product review process with a team of 15 legal managers to ensure compliance with corporate policies and regulatory standards.
  • Identified key opportunities for new product development through detailed analysis, independent research, and collaboration.
  • Initiated a process redesign to improve product control and oversight.

Marketing Manager, Fidelity Investments Life Insurance Company, Boston, MA

  • Delivered high quality, customer focused online services through business analysis, project management, and success measurement.
  • Managed various project teams to create a dynamic solution-oriented website.
  • Created and delivered corporate training programs for online solutions.
  • Integrated telephone and branch sales channels with the web by implementing instant messaging, online registration for investor center events, and online seminars.

Urell, Incorporated, Watertown, MA

Information Technology Manager ~ 1/1996 — 10/2000

  • Staff and systems manager for two privately held marketing/distribution companies with over $100 million in annual sales. Reported directly to the company officers in a 100-person organization.
  • Responsible for IT project management, project budgets, and technology training.
  • Managed Windows desktops, Exchange servers IBM AS/400, and telecommunications.
  • Initiated an e-commerce development group with key customers and suppliers.

Education

  • Northeastern University, Boston, MA. MBA
  • Lehigh University, Bethlehem, PA. BS Computer Engineering
  • Phillips Exeter Academy, Exeter, NH

Professional Skills and Training

  • Formal training: Influence, Role of the Manager, Manager as Communicator, Managing Inclusion, Manager as Individual, and Managing Conflict, Mastering Meetings, Principles & Techniques of Project Management, Systems Delivery Methodology, Information Risk Management, Information Security Awareness
  • Highly proficient with Microsoft Office tools including Word, Excel, Access and Visio
  • Familiar with Internet technologies, search engine optimization (SEO), domain management, client and server-side scripting, as well as XML, HTML, JavaScript, and Unix
  • Past certifications include: NASD Series 7, 63, and 66; Life and Health Insurance Agent