Senior Program Manager - Data Enablement, Client Experience Office

Managed a $30M digital portfolio, integrating strategic goals with technological solutions to personalize and enhance customer experience across business units, increasing engagement and satisfaction.

Collaborated with client experience office leadership and cross-functional teams to define business value, driving digital transformation initiatives and digital practices organization-wide.

Championed the "Unified View of the Client (UC360)" initiative by leading four agile squads to integrate disparate client data across business units into a single analytics platform, expanding client insights, marketing engagement, and journey analytics.

Managed an $8M annual budget, promoting adherence to a ±5% budget variance, and conducted quarterly incremental planning to synchronize cross-team dependencies.

Drove a $26M increase in sales and retained assets by utilizing the UC360 platform to implement targeted marketing strategies and client outreach, facilitated by predictive models and deep insights, boosting analytics team productivity and speeding up market delivery.

Resolved misalignments and data inconsistencies by coordinating a third-party assessment to define a new data and analytics target state and operating model, including a governance framework, enabling timely project completion and cross-functional collaboration.

Administered detailed reporting on key performance indicators (KPIs), financial forecasting, and resource planning for five agile teams, ensuring projects met objectives and generated quantifiable returns on investment, maximizing efficiency and impact across key business areas.

Managed a $5M program within a sweeping $300M transformation initiative aimed at revamping personal, commercial, and global specialty insurance lines across diverse business verticals, enhancing operational frameworks and advancing technology integration.

Developed and implemented a business case, managing rollout of miscellaneous vehicle quotes using a leading online broker tool, expanding reach to 1,200 broker offices across Canada, leading to an 80% surge in quote requests and a 57% increase in gross written premium.

Steered deployment and integration of an automated data transmission solution that linked broker BMS systems with the company’s core database, refining operations and improving data accessibility for eight major program business brokerages in British Columbia.