Zero-to-One · Platform
Supplier Integration Ecosystem
The Problem
Physical card fulfillment relied on fragmented, manual tracking across many external suppliers creating fraud exposure, high customer-call volume, and no end-to-end visibility from application to delivery.
My Role
Owned the product from an undefined, zero-to-one problem with no existing pattern to follow through business case, funding, cross-team build, and scale. Led new real-time API integration across 7 external vendors while establishing new contractual relationships and support structure.
The Outcome
An estimated $15M in annual savings, a ~2% reduction in fraud, and a ~7% reduction in customer calls. Now we knew where customer's card were when they called.
Platform Consolidation
Enterprise Case Management Platform
The Problem
Five major operational workflows ran on separate legacy systems, duplicating effort and driving unnecessary operating cost.
My Role
Led the consolidation of all five workflows into a single case management platform, coordinating across the teams that owned each legacy system.
The Outcome
Eliminated 4 legacy systems and an estimated $1.2M in annual savings.
Event-Driven Systems
Real-Time Messaging & Triggering Platform
The Problem
There was no scalable way to deliver timely, relevant, multi-channel messages tied to real customer behavior — messaging efforts were one-off and manual.
My Role
Built and owned two event-driven messaging platforms, including the underlying data model, growing the platform from a single annual use case to 10+ per year across multiple lines of business.
The Outcome
15+ real-time triggers launched, with an estimated $50M in annual value delivered.
AI-Informed Decisioning
Fraud & Dispute Workflow Optimization
The Problem
A digital fraud-reporting workflow had a false-fraud rate above 20%, creating both poor customer experience and hidden operational cost.
My Role
Introduced a risk-model-driven workflow to guide the digital dispute and fraud-reporting experience, embedded in a mobile app used by millions of customers.
The Outcome
An estimated 15% reduction in the false-fraud rate, scaled to a mobile customer base in the millions.
Rapid Response · Marketing
Customer Resiliency Response Program
The Problem
A sudden, widespread economic shock meant many customers needed help quickly, with no existing playbook for identifying and reaching them at speed.
My Role
Led strategy and execution for targeted digital and mobile outreach, combining direct customer research with rapid, iterative campaign launches.
The Outcome
Cut campaign launch time from one campaign every 6 months to 6 campaigns in 4 months, contributed to an estimated 5% reduction in missed payments, and an estimated $40M in annual reduced losses.
AI-Informed Decisioning
Fraud Alert Case Decisioning Platform
The Problem
Fraud alerts generated by risk models were decisioned inconsistently, with no unified system to investigate and act on them efficiently.
My Role
Designed a case management platform to centralize decisioning across deposit, new account, account takeover, check validation, and wire fraud queues.
The Outcome
An estimated $50M in annual reduction in fraud losses and platform costs.
iOS & Android
Native Mobile Product Launches
The Problem
Two organizations needed a first native mobile presence, built from the ground up with no existing playbook.
My Role
Owned a native lock-screen product from concept through delivery at one company, and led a native app launch from concept to release at another.
The Outcome
Two native iOS/Android products shipped end-to-end, each a genuine zero-to-one build.