Directed Customer Service team during integration of Apple Pay with American Express. Team responsible for defining and testing customer service protocols and routing between Apple and American Express for launch of Apple Pay with American Express cards.
Pre-smartphone implementation of new format, keychain credit card for “first at-hand” payment vehicle. Planned and directed all workstreams for design and manufacture.
For the New York Stock Exchange, architected and led development of a 3-year re-platforming of the National Market Systems (CTS, CQS, OPRA). As mandated by the SEC, these systems publish consolidated real-time market data from all U.S. equities and options exchanges, so that they can be viewed as a single, unified national market. Results of the re-platforming include:
all three systems standardized under a single architectural framework
improved performance by orders of magnitude
ability to automate all system controls
greatly enhanced reliability and operability
new product Development
At a major Financial Service firm, we managed implementation of an international technical upgrade for an in-house CRM system which created the ability to track customer relationship from first click anywhere to first purchase anywhere. Managed relationships with teams in 20 markets as well as their external online data vendors. Reported to Senior Leadership team on progress and issues.
Coordinated international new product development teams at large Financial Service firm for monthly Senior Leadership Stage Gate progress review. Facilitated meetings, followed up on next steps and issues.
Project managed marketing and technology teams for brand upgrades for American Express Green Card, Delta co-brand card(s) and corporate card.
Led business and technical team for American Express major national brand promotion social networking site. Secured approval of external vendors’ technical approach, requirements/ wireframes, managed all internal/external teams, resolved issues and reported to Executive Stakeholders. Site launched 2008 for multi-year campaign.
With a valued partner, we co-led a series of brainstorming sessions to generate new ideas and concepts for driving brand loyalty at a premier online travel site community. These sessions included individual and group activities designed to relax and stimulate original thinking incorporating the new science of brain plasticity and mindfulness.
In an ideation session for a potential joint entertainment venture between Disney and a major Financial Service firm, we included Disney iconography to encourage creative thought and adopt the “childlike” experience that they were seeking.
Trained numerous teams and groups in the principles of Project Management and mindful leadership. This included both Executive and team training in non-profit and major financial service firms.
Provided mindful leadership training at an international management consulting firm, electronic software company, financial service firm, and a national manufacturing business.