Product / User, Strategist, Researcher & Leader

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

    See Certificates >

KEY SKILLS

  • 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 user research teams scaling the function from 0 to 1 for all B2B2C product lines to enhance user engagement, adoption, and retention

  • Spearheaded research efforts and developed business plans rooted in identified needs to de-risk product decisions, enhance the user experience and funnel

  • Built a comprehensive, searchable UX repository and established customer feedback channels to streamline data access and user centric decision-making

  • Led and mentored cross-functional teams, including researchers, designers, and product managers, through product life cycle, from problem definition to testing and deployment

  • Counseled senior leaders on user-centric strategies, aligning UX goals with business objectives and product strategy

RECENT WORK

Principal Product Manager

Cambridge Mobile Telematics (Remote)

2021 - 2022

  • Directed the development and evolution of advanced crash detection models and associated features, ensuring alignment with B2B product needs

  • Led a cross-functional team of data scientists, engineers, and designers to continuously improve full-stack technology

  • Collaborated with senior leadership to build business cases and develop new features for Crash and Claim products

Digital Product Owner, Claims Management

Liberty Mutual Insurance (Hybrid)

2018 - 2021

  • Defined and maintained a strategic roadmap, leading a Scrum team to digitize the end-to-end claims process while addressing user and stakeholder needs

  • Delivered the first digital claims status experience with over 90% customer satisfaction

  • Launched an MVP for theft claim intake, reducing claim handling times by 3 days

  • Led a redesign of the self-service interface, increasing completion rates and improving Net Promoter Score by 11 points, while reducing status calls by 20%

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

  • Facilitated cross-functional workshops focused on value stream mapping and customer journey improvement

Senior Data Analyst, Claims Analytics

Liberty Mutual Insurance (Boston, MA)

2015 - 2016

  • Provided data-driven insights through SQL, SAS, and Excel to guide senior leadership decision-making

  • Automated cross-functional monthly reporting, reducing query time by 90%

  • Designed a staffing model and predictive analytics to optimize resource allocation and detect suspicious claims

  • Created executive summaries to communicate key insights to senior management, driving actionable discussions and outcomes

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