IDS

Table of Contents:

1. A Brief Overview: A History of Successful Tech Partnerships This artifact was developed as a supplement to a resume. The focus split (visually) between a narrative overview of my career journey and a series of specific business problems I’ve been asked to solve for and how I led the development of a solution. I focused on how I led, as the role I’m applying for is an executive leadership position and not an individual contributor, so I felt it more important to showcase leadership and outcomes.

2. Leading Allstate Through Transformation At my company, we have a set of ‘ideal skills’ that show up in our performance standards, professional development and our hiring profiles. I tailored this artifact to provide examples of my skill progression under each of the six core skills. My goal was to make it easy for the hiring panel to connect me as a candidate to the potential I have within the new role. I believe I’m upwardly promotable beyond the new position, and this artifact makes the case for me as enterprise talent, or capable of moving anywhere in the organization.

3. A Vision for Effortless Self Service and a Digital First Operating Model This artifact was designed to illustrate my vision for the future operating model for Allstate Claims. The goal of this illustration is to show the depth of my understanding of the vision, and make the team comfortable putting me into a position to develop the strategy and lead it forward.

A Brief Overview: A History of Successful Tech Partnerships

Solving Painful Claims Experiences

Problem: Low self-service rates and poor CE on web claims (<10%, 50 NPS)

Outcome: Delivered a responsive experience that drove NPS to 70 and use to over 30%

How I led it:

 Got hands on with the experience and mapped out the pain points  Discovered mobile use was high, and there was no mobile experience  Led the build of a responsive experience – resolving issues w/ each release  Expanded access to new roles, including claimant carriers

Long Calls Slowing Us Down

Problem: Policy Services call audits show high talk time, >4 min of looking for info

Outcome: Dropped the call time by an average of 5 minutes, improving service levels

How I led it:

 Brought design + process leaders together and listened to calls across all categories of service calls

 Pulled in call data to identify and prioritize the top reason for calls  Made the most searched for data available within the platform landing page  Continued to iterate, decluttering the UI and simplifying access to key

customer data  Integrated the knowledge library in a simple search, reducing both handling

time for status calls and onboarding time for new hires

Testing and Build: Self-Service With Purpose

Problem: Simple tasks had to be performed by phone (>30k calls/month)

Outcome: Enabled self service capabilities on the web and the mobile app (grew app usage by 30%, shifted substantial call volume to digital for claims and service)

How I led it:

 Assembled a team of mobile and web platform experts (UX, process and technology)

 Leveraged data to identify the most common reasons for calls  Mapped the complexity of enabling the outcomes digitally.  Enabled self-service bill pay above the log in (huge win for customer ease)  Enabled adding and dropping a vehicle, and cancelling a policy *  Expanded scope to take care of a corporate rebrand with no loss of velocity

*I was able to mitigate senior leadership concerns on losing more customers by enabling self-service cancellations by designing a system process that tiered customers and only presented the feature to customers we would not take steps to save, which proved to have no impact on frequency, but became nearly 10% fully self-service.

About Me My background in financial services spans industry leaders in both technology and operational excellence. I’ve had the opportunity to work with, learn from and lead some brilliant and passionate problem solvers.

My technology experience comes from a close partnership with development teams focused on:

Mobile App (Esurance)

Customer Web (responsive)

Employee Platforms

Policy Management

Data Architecture

Marketing CRM

Telephony and Call Center

I have a deep understanding of insurance practices and the ‘why’ behind what makes our industry challenging. I believe I can leverage that to influence the strategy, structure and execution of the tech organization.

I compliment that industry experience with a passion for simplifying things, which will influence technology to be easy to use and effective enough to depend on. I will continue to build on the value of tight alignment between Claims and CTS; and keep pushing both sides to focus on common goals and outcomes.

Leading Allstate Through Transformation

Future Oriented

Working on programs spanning multiple horizons of impact, I have a deep appreciation for a ‘test and build’ approach to problem solving. Our problems evolve as we attempt to solve them, and my experience allows me to stay ahead by evolving both strategy and tactics.

Change Ready

My experience with XP, Scaled Agile and several ‘Agile-ish’ methodologies has allowed me to see what teams need to be effective and thrive regardless of the speed or scope of change within the business. My communication and transparency on the ‘Why’ keep teams engaged and committed.

Customer Centric

My background spans customer facing roles in operations at industry leaders in financial services. I’ve also spent the last six years in strategy and delivery roles in customer experience, claims and digital. I have a deep appreciation for customer centric design of both technology and processes.

Digital Mindset

As a digital native, I don’t see technology as a substitute for processes and carefully curated customer journeys. I can connect the needs and opportunities within our practices to the best way to introduce and leverage technology.

Results Driven

I have a history of posting wins that deliver for customers and the company with teams of all sizes. I craft plans that focus on incremental benefit while proving broader strategic hypotheses that can remain flexible and results oriented.

People Focused

I am generous with feedback and focus on helping people understand and build their brand within the organization. My teams deeply understand the mission and their role in it, but also feel empowered to take risks and be bold.

A Vision for Effortless Self Service and a Digital First Operating Model

 Start with a new FNOL experience that allows us to ramp up for a push for digital first (shifting work to self-service)  Build off that platform and add use cases, consumer types and start sunsetting legacy platforms  Get faster with testing new experiences or processes, accelerating future innovation for all groups