Expert Details

Expert in CX and Digital Transformation (Customer Experience)

Expert ID: 736526 New York, USA

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Overview:
CX and Digital Transformation Leader designing and developing digital platforms, experiences and products with proven success at streamlining digital workflows for internal and external users. Diverse cross-functional management experience. Focused on product management, business development, customer experience, communication design, strategic foresight, and generating innovative solutions to lead in today's evolving business landscape. Bricoleur. Knowledge Junkie. Closeted Inventor. Aspiring Storyteller. Collector of Mental Models.

A Few Types of Questions Expert Can Answer:

What does Digital Transformation mean for my brand/business?

Can you help us understand our full customer experience and where we should optimize moving forward?

How do we know what our customers and prospective customers want?

How do we redesign our brand and/or digital product experience to meet customer's expectations?

How can we generate awareness about our brand/product/service in a new and exciting way?

How can we drive engagement with our customers, and where?

How can we increase qualified leads and sales?

How can we come up with new product ideas?

How can we get to know our customers better and personalize their experiences with our brand?


Career Summary:
Strategic Digital Operations and Business Development Leader focused on creating meaningful impact on Fortune 500 client’s digital products and consumer touch-points. Designing and developing digital platforms and products with proven success at streamlining digital workflows for internal and external users.

Designed and launched global integrated digital practice CX Network which brings together over 1,200 specialists.

Developed Financial Services vertical for Code & Theory from one previous financial client to acquiring 26 key financial services accounts (retail to B2B), leading to 60% overall YOY company revenue from 2017 to 2019.

Implemented a digital client application and tracking system for New York Life streamlining the previous multi-step manual process, increasing efficiency by 68% and decreasing applicant attrition and growing the initial $500K project to a $3M retainer for three years.

Worked with Invesco worldwide to grow from a $110K UX/UI audit of 170 websites to a current $6M retainer YOY, building consensus around a unified global design and digital strategy / AEM buildout and sunsetting legacy platforms.

Directed strategic operations, product and business development for a staff of 47 across NYC and Taipei offices, overseeing a $1.8M yearly budget, reducing operating costs 13% by improving procedures and eliminating inefficiencies.

Specialties:
innovation, digital strategy, new business development, customer experience, financial services, media, technology, music, design, education, making things work better.

Expert has extensive experience within the UK and EU as well as ran a company that was 15% in NY and 85% in Taipei.
Expert has dual citizenship in Italy and US.

Expert may consult nationally and internationally, and is also local to the following cities: New York City, NY - Manhattan, NY - Brooklyn, NY - Harlem, NY

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Education

Year Degree Subject Institution
Year: 2009 Degree: Professional Certificate in PR Subject: PR and Digital Media Institution: New York University
Year: 2002 Degree: BS Subject: English, Literature and Creative Writing Institution: Virginia Commonwealth University

Work History

Years Employer Title Department Responsibilities
Years: 2020 to Present Employer: Undisclosed Title: Executive Director of Digital Transformation & North American CX Lead Department: CX and Digital Responsibilities: Leading digital practice for East Coast division of one of the largest global advertising and communications groups in the world, driving optimal end to end experiences across all digital touchpoints; overseeing a NY based team of 40

Partnered in defining and launching the global integrated digital practice CX Network which brings together over 1,200 specialists in digital transformation, eCommerce, customer experience design, and customer acquisition and engagement – from our global and local agencies – under a single, global brand, spanning 18 major company villages around the world, with key hubs in London, Paris, New York, and Mumbai

Managing the East Coast division of the CX Network
Years: 2015 to 2020 Employer: Code and Theory — NYC & London Title: Director of Digital Strategy Department: Digital Strategy Responsibilities: Defined the digital strategy for Fortune 500 companies including NYL, Invesco, Bloomberg, Nuveen, Shirley Ryan AbilityLab, H&R Block, MetLife and lead C-suite to project teams through digital change management understanding their underlying challenges and presenting holistic scalable solutions

Developed Financial Services vertical for Code & Theory from one previous financial client to acquiring 26 key Financial Services from retail to B2B, leading to 60% overall YOY company revenue 2017 to 2019

Led client ethnographical research imbedding with teams (on avg. six weeks to four months) holding extensive stakeholder interviews, mapping workflow processes and various business scopes to design solutions that improved multiple lines of business and met customer needs

Unlocked new whitespace business solutions and processes, designing market fit products, implementations of multi-tenant CMSs, CRMs, and measurement tools, founded on meeting the needs of the client and market fit, selling through and partnering with key stakeholders for the project and business

Led project teams of 5-20 people per team while managing on average 4-6 teams at a time from ideation to launch to optimization, throughout account/project lifecycles ensuring continuity, integrity and innovation across all projects supporting strategic visions built for clients

Re-platformed New York Life on Adobe (AEM, Target, Campaign and Audience Manager, and Analytics) and a custom client tracking system to automate the manual application process for NYL, increasing application speed and efficiency by 68% and lowering abandonment rate, growing the initial $500K project to a $3M retainer YOY for three years

Worked with Invesco worldwide to grow from a $110K UX/UI audit of 170 websites to a current $6M retainer YOY, building consensus around a unified global design and digital strategy / AEM buildout and sunsetting legacy platforms

Worked with Shirley Ryan AbilityLab during their construction of a $600M hospital integrating a custom digital platform including: patient recovery, clinical trials, and recovery tracking, level specific way-finding and content delivery system, via a new design and CMS, bringing 15 disparate systems into one, resulting in greater efficiency for patients, families, and staff through automated and ADA AAA accessible processes, maintaining 100% HIPPA compliance

Increased sponsorships and donors for Shirley Ryan AbilityLab by introducing specification of donation and personalization, resulting in significantly growing donor base and on-line awareness/ engagement around client sub-groups/affinities
Years: 2015 to 2016 Employer: Kauffman Foundation & CUNY NYDesigns Title: Entrepreneur In Residence At CUNY Design & Innovation Incubator Department: Responsibilities: Mentored 15 early stage startups across all aspects of product and business development from product strategy, marketing, communications, operations, to VC presentations

Raised awareness of Queens, and NYDesigns, as a hub of innovation within the greater tri-state innovation community through speaking events, meet-ups, owned and earned content
Years: 2013 to 2015 Employer: Chinese Cubes — NYC & Taipei Title: VP Strategy & Innovation Department: Responsibilities: Directed strategic operations, product and business development for a staff of 47 across NYC and Taipei offices, overseeing a $1.8M yearly budget, reducing operating costs 13% by improving product development process, reducing technical debt/dependencies and eliminating operational inefficiencies

Developed complete suite of learning products from ideation to design, launch, beta testing and optimization including all internal and external communications strategy and brand architecture

Built Social Media presence on relevant channels reaching nearly 1/3 of addressable market

Led a Series A-Round Venture Capital resulting in $1.3M, leading to acquisition
Years: 2010 to 2014 Employer: Ruder Finn & RFI Studios Title: VP Digital Strategy & Business Development Department: Digital Strategy Responsibilities: Supervised and mentored strategy team of eight, improving digital marketing and communications for key clients including: Citibank, FT, Genentech, Pepsico, Mountain Dew, Kering, L’Oréal, Novartis, and Microsoft

Researched, managed, executed, and presented digital strategy / strategic social media planning

Managed studio relationships with parent company cultivating new business opportunities leading to a 31% increase in profit for RF in 2013/2014
Years: 2009 to 2010 Employer: DMD (Digital Media and Design) Title: Digital Strategist Department: Responsibilities: Responsible for strategic vision, digital strategy, CX, UX, analytics, managing tech vendors, partnering with design and media teams to execute campaigns and site builds

International Experience

Years Country / Region Summary
Years: 2001 to Present Country / Region: Italy Summary: Worked in Italy from 2001 to 2007. Regularly travel there and is a duel citizen through marriage.
Years: 2016 to 2019 Country / Region: United Kingdom Summary: Was the Director of Digital Strategy in both NYC and London office and spent at least one week a month working with London office and UK based clients.

Career Accomplishments

Associations / Societies
Member of the 4As CX Council

Founded in 1917, the American Association of Advertising Agencies (4A's) is the national trade association representing the advertising agency business in the United States. The 4A's is not a club. It is a management-oriented association that offers its members the broadest possible services, expertise, and information regarding the advertising agency business.
Professional Appointments
Kauffman Foundation Entrepreneur in Residence at CUNY Design and Innovation Incubator

Additional Experience

Training / Seminars
General Assembly, Business Fundamentals & Tactics McKinsey & Company Knowledge Partner

Language Skills

Language Proficiency
English Mother Tongue
Italian Bi-lingual

Fields of Expertise

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