Profile
Dynamic Product Owner (10+ years experience) and Business Analyst (10+ years experience). Proficient at defining business problems, developing solutions and building and delivering clear product roadmaps. A skilled and persuasive communicator who collaborates and fosters a positive team atmosphere.
Experience
Sun life Financial Inc – Digital Product Owner
February 2024 – Current
- Leads an agile scrum group delivering Group Retirement Services and Individual Insurance solutions for the Client Contact Centre. Implemented PEGA with Amazon Connect as a workflow and contact centre solution. Built and refined a multi-year roadmap focused on improving core KPIs and enhancing client and agent experience.
- Synthesized and communicated Product Vision to a wide array of business stakeholders and leaders across the organization to achieve unified direction and success of the product.
- Collaborated with Business Readiness, Compliance and Regulatory groups to ensure the successful delivery of features and solutions and their smooth uptake by the organization.
- Delivered a French Translation module, Archive and Purge (case retention) capability, Secure Messaging, as well as completing migration from legacy (Siebel) to Pega. Current focus is a multi-year effort to migrate from legacy solution to future state.
Descartes Systems Group – Product owner
December 2021-October 2023
- Developed a clear and ambitious Product Vision and Product Roadmap for OzLink Mobile Warehouse weighing input and across multiple stakeholders and customer requests.
- Conceptualized and drafted development user stories, features, and acceptance criteria for a 7 person Agile development team. Prioritized and refined the continually evolving backlog. Created requirements for technical designs including journey mapping, intended data flow diagrams, and UI/UX mockups.
- Planned and deployed quarterly and monthly BAU releases. Created and coordinated Change Management activities including: training, internal and external documentation, and Product Marketing focused content to communicate changes.
- Facilitated regular meetings with sales, professional services, and customers to provide updates and gain feedback on future enhancements. Conducted training, pilot activities, and sales support while helping to advocate for the customer to ensure they were satisfied and delighted.
TELUS Communications – Product Owner
February 2018-December 2021
- Delivered foundational features (Service Delivery and Customer Service) for the Salesforce CRM to CPQ to Netcracker implementation of Odyssey; an internal system used to deliver services to TELUS customers. Onboarded products through the SDLC into Odyssey including IP Networks, Cloud Security, and Quebec localizations.
- Elicited requirements and composed User Stories and Features while capturing areas for enhancement to the architectural roadmap. Specific care was taken in ensuring compliance across multiple business verticals , provincial processes and toolsets. Decomposed technical designs into user stories and support documentation.
- Led program increment planning sessions, sprint planning, and user story development for a multi-skilled and geographically diverse development team. Worked directly with stakeholders to ensure teamwork and confidence in the successful delivery of the product vision.
TELUS Communications – Strategy manager & Practice Lead
May 2015-February 2018
- Worked as a Business Consultant to help explain how the Omni-channel and CRM vision could help Customer Care and Service Delivery departments improve their operations via aligning and streamlining their tools and processes to best practices in CRM Enablement.
- Created persuasive presentations, operated Advisory Boards, and attended departmental and team meetings to build a strong support network for the CRM Vision.
- Developed new projects based on sound business cases with a backbone of delivering value and ROI to improve operations. Developed success metrics and KPIs, and led readiness and change management efforts. Averaged a $280k annual savings from 2015-2018.
TELUS Communications – Business Analyst
September 2011-May 2015
- Worked on a transformative multi-year project to successfully standardize and accelerate operations for Service Delivery within TELUS Business Solutions. Provided requirements elicitation, analysis, and management. Created data flow diagrams, Use cases, process mapping, stakeholder analysis and implementation support during the course of the project.
- Delivered Change Management support via training, technical documentation, and support activities to ensure successful launches of functionality. Communicated materials to both technical and non-technical audiences to ensure understanding of what was being implemented.
TELUS Communications – Technology Analyst
August 2008-September 2011
- Supported the Customer Solution Engineer team to provide sales opportunity and support for medium and enterprise clients throughout the RFP and RFI proposal stages. Analyzed and qualified customer requirements to provide costing and for large scale network solutions.
- Created and maintained Salesforce dashboards for leadership to monitor month and quarterly sales opportunities.
Education
Queen’s University – Bachelor of Arts (Honours) – Political Studies 2005
University of Toronto – Certificate in Business Analysis 2014
Simon Fraser University – Concepts and Practice of Technical Communication 2014
University of Toronto – Fundamentals of Project Management 2015
Scaled Agile Framework – SAFe Certified Practitioner (Product Owner) 2017
Skills
- Agile/SCRUM, SAFe, Project Management, eCommerce Solutions, Telecommunications, Business Analysis, Warehouse Management, OKR Framework, SDLC, Lean Six Sigma (Green Belt),
- PEGA, Amazon Connect, AHA, Azure Devops, JIRA, Caliber, LiquidPlanner, Trello, SmartSheets, Slack, NetSuite, ProProfs, PowerBI, PENDO, Salesforce, Vlocity CPQ.
Projects
- PEGA for Individual Protection: Deliver a foundational solution allowing Agents to Search and Authenticate Clients in PEGA. Concurrently build out the Servicing workflows for eventual implementation.
- PEGA for GRS – Deliver guided flows, File Archival Solution, French Translation Module, and Secure Messaging for Clients in order to facilitate migration from Legacy tools to modern stack.
- OzLink Mobile Warehouse (Descartes System Group) – Conceptualized and wrote user stories and other requirements to fulfill several features. Implemented functionality includes: Packing, Security Compliance, Replenishment, and Bin Count functions.
- Salesforce and Vlocity CPQ Implementation (TELUS) – Building out Odyssey; the configure/price/quote functionality for ordering and fulfilling TELUS Business Solutions orders. I was responsible for implementing Contacts, Customer Touch Points, and Booking workflows.
- Product Onboarding to Salesforce (TELUS) – Onboarding several products: Managed IT Services, Business Networks, Security into the Odyssey product catalog.
- Proposal to Cash (TELUS) – A multi-year effort to align operations across TELUS to improve speed to market of standard offerings. I was responsible for Change Management, analysis and use case development for the Sales Enablement Teams, The Customer Care Group, and Client Solution Engineer teams.
Personal
- Coach for the Downtown Toronto chapter of Special Olympics Powerlifting since 2009
- Interests include: weightlifting, reading, cooking, and music.