Crafting Connections

Lockheed Martin

Enterprise Experience Strategy & Transformation

 

Led employee experience strategy and digital engagement initiatives within OneLM Transformation, a $6.6B enterprise modernization program spanning multiple business units.

 

Key contributions included:

• Leading a team of five communicators and designers supporting enterprise transformation initiatives

• Aligning 30+ cross-functional stakeholders across technology, operations, communications, and leadership teams

• Establishing a communications, experience, and engagement council to support consistent experience standards across transformation releases

• Designing multichannel campaigns and digital engagement strategies that improved adoption and engagement across enterprise collaboration platforms

• Building metrics dashboards to evaluate engagement, campaign effectiveness, and transformation adoption

This work helped establish experience governance and adoption frameworks that supported a 10-year enterprise transformation roadmap.

 

Blue Cross Blue Shield of Ma

Enterprise Customer Experience & Digital Strategy

 

Led enterprise CX initiatives focused on modernizing digital healthcare experiences and improving member engagement.

 

Key contributions included:

• Leading CX strategy for a $6M mobile app redesign, improving App Store ratings from 1.7 to 4.5 stars•

• Modernizing critical member journeys including Eligibility & Benefits, Pharmacy, Pay for Care, and Onboarding

• Establishing enterprise CX principles and design standards used across digital initiatives

• Supporting the Integrated Consumer initiative, aligning digital experiences across member touchpoints

• Contributing to the launch of a new AI-powered chatbot designed to improve member support and reduce service friction

• Designing and facilitating CX workshops, journey mapping sessions, and cross-functional strategy alignment sessions

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These initiatives improved digital engagement, member satisfaction, and contact center deflection.

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The Sports Facilities Companies

Marketing Technology & Growth Strategy

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Led marketing technology and digital strategy initiatives supporting 18 sports and events venues generating $28M in annual revenue.

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Key contributions included:

• Implementing marketing technology infrastructure and campaign automation tools

• Developing multichannel marketing strategies across digital, web, and social platforms

• Designing marketing dashboards and analytics frameworks to improve campaign performance insights

• Supporting business development teams with digital marketing and demand generation strategies

 

These initiatives helped increase brand visibility and drove 20% year-over-year attendance growth.

 

Ogilvy & Mather

Healthcare Marketing & Client Delivery

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Supported digital and integrated marketing initiatives for one of the agency’s largest pharmaceutical clients.

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Key contributions included:

• Coordinating cross-functional teams delivering digital, print, and application marketing campaigns

• Implementing the agency’s first digital routing workflow, reducing project turnaround time by 20%

• Managing reporting, budgeting, and campaign delivery across payer marketing initiatives