Product Manager/Product Owner at Cigna

June 2020 - July 2023

• Defined the product vision and roadmap, aligning with business goals and market trends. Conducted market research and competitor analysis to guide product strategy.
• Established user personas and customer journeys to identify pain points and drive product roadmaps.
• Championed the voice of the customer (VOC) by gathering user feedback through surveys, usability studies, and data analysis.
• Developed a data-driven approach to goal setting by establishing measurable KPIs to track product outcomes. Analyzed and translated user feedback into actionable data analytics requirements.
• Bridged the communication gap between technical and non-technical audiences by translating complex technical concepts into clear, actionable business language, and vice versa.
• Established and adhered to intake procedures across diverse workstreams while prioritizing and resolving conflicting demands through clear communication with stakeholders and leaders.
• Crafted comprehensive business requirements and functional specification documentation using Confluence. Presented and reviewed documentation with stakeholders to ensure alignment.
• Defined acceptance criteria and conducted thorough test case reviews to guarantee high-quality product delivery.
• Authored, prioritized, and accepted epics, features, and user stories within an Agile environment.
• Led cross-functional planning workshops using Jira and Miro to define product features, refine user stories, review business and functional requirements, and establish sprint and PI goals.
• Produced and presented Go-To-Market materials to hundreds of people including business owners, operations support in call and production support, peers, and senior leadership.
• Enabled customer reviews of physicians based on verified claims, enhancing transparency and trust.
• Automated claim processing which reduced manual processing of claims by nearly 60%. This reduced costs, human interaction, and claim processing times.
• Guided the conversion, consolidation, and synchronization of data. This project created seamless connectivity among primary integration platforms, internal APIs, and external vendor feeds.
• Applied knowledge of Single Sign-On (SSO) and API integration services to facilitate secure data exchanges between the organization, vendors, and clients.
• Transitioned customer correspondence to digital format, saving millions of dollars in mailing costs, reducing call center volume, and raising customer satisfaction scores.
• Produced educational features on cost-saving, value-based healthcare opportunities based on outcome data, benefiting both the company and customers.
• Built partnerships with vendors to seamlessly integrate a payment processing solution utilizing external APIs to enable customers to directly pay claims to providers to address a critical pain point and streamline claims management.
• Ranked among the top 3% of department employees and received a bonus for meeting tight deadlines while delivering high-quality products.

Prior Roles at Cigna

September 2009 - June 2020

• Held several roles over 11 years, demonstrating a strong track record in project management, application development, and content management.
• Collaborated with stakeholders to understand project goals, develop detailed plans, outline project scope, identify potential risks, and assign resources.
• Led the successful implementation of new analytics testing software, improving efficiency and data-driven decision-making. Acquired in-depth knowledge of Quality Assurance (QA) functionalities.
• Leveraged strong project management and technical background to oversee the upgrade of a content management system (CMS) for a customer portal redesign. This project improved content management efficiency and supported a seamless user experience.
• Optimized customer portal user experience (UX) by functioning as a Subject Matter Expert (SME) in customization for complex customer segments, leading to increased satisfaction and engagement.
• Managed a team of 28 IT professionals comprised of system analysts, java developers, mainframe developers, architects, and quality engineers (QE).
• Led the adoption of Agile development methodologies, encouraging teamwork and accelerating product iteration cycles.
• Transitioned outdated hosted applications to the cloud (SaaS vs on-premise) to enhance scalability and accessibility.
• Managed and prioritized project deliverables while providing strategic direction on client customization solutions and overseeing production support operations.

Digital Product Management Specialization

April 2024 - Present

University of Virginia: Darden School of Business

SAFe Certfied Product Owner/Product Manager (POPM)

March 2024-March 2025

Scaled Agile

Certified Scrum Product Owner (CSPO)

March 2024-March 2026

Scrum Alliance

Certified Scrum Master (CSM)

March 2011-March 2026

Scrum Alliance