Marketing Operations Director @ Anthem Jan 12 - Present
Achieved $10M recurring op gain by leading initiative to increase consumer email penetration (+48%), conversion to paperless preference (+51%) and portal registration (+16%). Developed and owned business case, partnered with cost center owners on methodology, and oversaw execution.
Overhauled 200+ member facing communications to use plain language and refreshed brand voice by leading cross-functional team of Marketing, Service, IT, Legal, and Sales. Drive cost savings while drastically improving the messaging and design (8 in 10 consumers say easier to understand, 7 in 10 find letters more helpful). Winner of 2017 ClearMark Award of Distinction from Center for Plain Language.
Realized $1M op gain by designing and implementing electronic delivery for 50+ member letters and eliminating 30 letters. Includes work to discover and catalog 2,100+ system-generated letters.
Managed team of three associates responsible for improving operational communications (EOBs, letters).
Established interactive communications dashboard to track key member measures and campaign impacts by identifying data sources, normalizing data structures and creating visual charts and filters.
Implemented simplified individual billing statement and application forms (both ~50% shorter) by using consumer research to drive design and driving consensus across 14 state functional and legal teams.
Supported new ACA product rollout across 10 states by managing development of employer/broker plan comparison guides, including consolidation of input across over 50 sources.
Launched online member communication experience map, the first internal tool providing a consolidated view of touch points members might receive during their membership.
Automated comm calendar and dashboard, reducing overhead by ~50% and eliminating manual risks.
Developed creative team utilization reports, giving insight into work effort across dimensions (70+ ppl).
Received internal awards for achievements that exceed expectations and demonstrate core values in action: 2009, 2010, 2012, 2013, 2016, 2017, 2018
Sr. Business Consultant @ Anthem Aug 09 - Jan 12
Reduced creative production cycle time by over 50% by analyzing and streamlining workflow tasks, and in the process consolidated five technology solutions.
Led four-person team by assigning work and overseeing development across 250 workflows.
Managed technical integrations into key systems, including Ariba, Siebel CRM and custom RFP solution.
Sr. Consultant @ Aprimo Feb 07 - Aug 09
Delivered marketing software implementations for Fortune 50 organizations.
Led client discovery sessions, re-engineered processes, designed automation solutions, planned and executed testing, designed customizations and delivered training.
Software Developer @ QLAdmin Jan 04 - Feb 07
Utility player for insurance administration software company supporting product, marketing, and sales.
Education
BBA, Management of Information Systems: Texas A&M University Dec 03