I turn ambiguous problems into shipped products people actually use.

Munich Re had already prototyped an early climate-risk assessment tool with several vendors, which proved the market need but wasn't scalable or secure enough for production. The company needed a real SaaS platform to bring damage risk modeling to market.

Owned product strategy and roadmap for ResCentric, a Munich Re-incubated SaaS platform for climate-based damage risk modeling, managing the full lifecycle from roadmap to MVP scope in direct consultation with company leadership, user research, and data analysis.

Drove rigorous prioritization and stakeholder alignment to keep the MVP scope tight and moving. Led vendor and systems integration for the platform, authoring the RESTful API and JSON contracts in Swagger and Postman. Owned go-to-market execution end to end.

Accelerated MVP launch by 4 months, at 40% higher velocity than estimated. Generated $450K in first-year product revenue and built a $2.3M sales pipeline.

Most customer service platforms on the market at the time didn't offer an open API, making it difficult to integrate ticketing with the systems the CS team and customers already used. Support reps lacked context when tickets came in, and customers had no way to submit or track issues from within the applications they used every day.

Owned the CS system project end to end: evaluated vendors against budget and integration requirements, selected the platform, and led a team of three developers, a database admin, and two QA resources through a six-month MVP deployment with integrations into existing systems.

Identified the one vendor on the market with an open API that fit the budget and could do what the team actually needed, then reviewed the API documentation and wrote user stories to build hooks so customers could create support tickets directly from their own applications. Wrote the requirements for tickets to auto-populate with relevant user and customer data pulled via API, cutting the manual lookup CS reps previously had to do by hand. Rolled out a self-service knowledge base and shared scripting across the CS team so known issues could be resolved consistently as soon as they were flagged.

Improved first-call resolution by 30% in the first year post-launch. Call volume dropped meaningfully as customers began resolving issues through the knowledge base before ever contacting support.

Higher One managed student loan disbursements from schools to students, who could choose a mailed check, an ACH transfer to an existing bank account, or a Higher One OneAccount for same-day access to funds. Two problems were costing the company money: many students never visited the site to choose a disbursement method at all, defaulting to a mailed check that took 30 days and that Higher One had to pay to process, and among students who did onboard, too few chose to open a OneAccount, costing Higher One in ACH and check processing fees plus lost future account revenue.

Led the onboarding optimization initiative: partnered with school financial aid offices on outreach, ran the user research and experimentation program behind the onboarding redesign, and ensured every change stayed within FDIC and Department of Education regulations.

Partnered directly with schools to integrate Higher One into their own financial aid office websites, rather than relying on a single mailed letter to reach students. Ran user group studies that identified onboarding confusion as the main reason students defaulted to check or ACH. Built randomized, load-balanced onboarding flow variants to test performance before formal A/B testing tools existed, tracking funnel drop-off to iteratively improve the strongest version. Layered in mouse heat mapping and eye-tracking studies to see where user attention actually went, then redesigned the flow to draw more of it toward the OneAccount option.

Increased new-student account adoption by 9% in the first year after implementation, while keeping onboarding fully compliant with FDIC and Department of Education requirements throughout.