CX and Product Strategist
LOCATION South Hadley, MA
EDUCATION
Master of Strategic Analytics, Brandeis University, 2015 - 2017
Bachelor of Science, Criminal Justice, Northeastern University, 2006 - 2010
CERTIFICATIONS
User Experience and Research Certification, Nielsen Norman Group, 2023
Product Management User Experience Design Immersive Bootcamp, General Assembly, 2022
Professional Scrum Product Owner Certification, Scrum Org, 2018
KEY SKILLS
Customer Experience
Product Management
Strategic UX Research
Service & CX Design
Strategic Planning
Data Analysis
Process Improvement
Thought Leadership
Design Thinking
Collaboration
Facilitation
Design Principles
Scrum / Agile Methodology
SAS and SQL
Excel
Figma
Miro
Tableau
Jira
SaaS
Technical Documentation
UX Research Manager & Lead Researcher
Cambridge Mobile Telematics (Remote)
2022 - 2024
Established and led the company’s first customer insights and UX research function, scaling insights across multiple enterprise product lines
Analyzed customer feedback, usability data, and behavioral signals to identify root causes of friction and inform product and operational improvements
Built centralized VoC and insights repositories to improve visibility into customer pain points and trends across teams
Produced executive-ready summaries and visualizations translating customer insights into clear recommendations and success metrics
Partnered with Product, Engineering, and Business leaders to align insights with roadmap decisions and pilot high-impact initiatives
Led journey-focused discovery and workshops to map end-to-end customer workflows and prioritize improvement opportunities
RECENT WORK
Principal Product Manager
Cambridge Mobile Telematics (Remote)
2021 - 2022
Defined and owned strategic roadmaps informed by customer insights, operational data, and business goals
Designed dashboards and scorecards to track customer outcomes, adoption, and performance against benchmarks
Collaborated cross-functionally to test and iterate on solutions, balancing feasibility, cost, and customer impact
Communicated progress, tradeoffs, and insights clearly to stakeholders, building trust and alignment
Digital Product Owner, Claims Management
Liberty Mutual Insurance (Hybrid)
2018 - 2021
Led digitization of end-to-end claims experiences, directly impacting customer satisfaction and operational efficiency
Launched the first digital claims status experience, achieving 90%+ customer satisfaction
Delivered MVP theft claim intake, reducing average claim handling time by 3 days
Redesigned self-service experiences, increasing completion rates, improving NPS by 11 points, and reducing inbound status calls by 20%
Partnered with Claims, Technology, and Experience teams to translate customer feedback into process and communication improvements
Customer Experience Design Consultant
Liberty Mutual Insurance (Boston, MA)
2017 - 2018
Led and delivered efficiency and scalability improvements across multiple business functions, including Claims, Customer Service, and Enterprise Technology
Spearheaded user experience visions for Claims, guiding features from concept through testing and release
Created a Net Promoter Score survey process to capture feedback and enhance products
Designed and implemented a Net Promoter Score (NPS) program to capture VoC feedback and guide prioritization
Facilitated cross-functional collaboration to move insights into execution and change adoption
Senior Data Analyst, Claims Analytics
Liberty Mutual Insurance (Boston, MA)
2015 - 2016
Analyzed claims operational data using SQL, SAS, and Excel to support executive decision-making
Built dashboards and automated reporting, reducing manual analysis time by 90%
Applied statistical techniques to uncover drivers of performance, efficiency, and customer outcomes
Translated complex analyses into clear, actionable narratives for leadership and frontline teams
Special Investigator II, Special Investigations Unit
Liberty Mutual Insurance (Boston, MA)
2012 - 2015
Achieved top 10% performance rankings for quality and productivity in investigating suspicious claims across all lines of business
Implemented new investigation protocols that increased department throughput by 4,400 claims annually, saving $20.3M in non-meritorious claims
Claims Adjuster, 2 Year Rotational Program
Liberty Mutual Insurance (Boston, MA)
2010 - 2012
Ranked in the top 5 for quality assurance in handling automobile damage and bodily injury claims
Trained new hires and developed office resources to improve operational processes and training programs