Portfolio.
I have dedicated my career to understanding and improving nearly all facets of the digital employee experience at industry-leading companies, including Amazon, Johnson Controls, and Northwestern Mutual.
My experience spans public relations and community engagement, diversity and inclusion, internal IT/HR communications, content management, and most recently, AI product management. See below for several project examples.
Note: Due to the internal and often proprietary nature of my work, writing and design examples are limited.
Present
AI Assistant Launch
- Delivered an AI assistant for global HR that lowered employee phone calls by 30% within a year.
- Set up an analytics program, feedback system, and product adoption strategy, leading to over 1,000 improvements and achieving 50% worldwide adoption in less than 12 months.
- Launched a cross-functional governance support model and process to continually prioritize and develop enhancements in partnership with Moveworks.
HR Content Community & Governance Model
- Established and launched the inaugural centralized HR Content Management Center of Excellence, dedicated to ensuring content quality and accuracy, enhancing overall knowledge governance, and providing robust content development and publication services within ServiceNow.
- Built a global HR content SME community of 160+ to promote best practices and ownership across the organization.
- New process received nearly 1,500 requests in first 12 months and average SLA decreased from 7 days to 3 days.
Employee Relations Knowledge Hub Launch
- Developed and launched an Employee Relations Portal with Adobe Experience Manager, providing global ER teams streamlined access to policy information and company updates tailored to their needs.
- Collaborated with Amazon's People Experience and Technology team to curate weekly portal story content, enhancing employee engagement and ensuring teams remained informed with current news and updates.
- Reached full adoption of new portal within 4 months, with 80% sustained monthly adoption.
HR Content Strategy Redesign
- Conducted a six-month research project to drive a global overhaul of Amazon’s enterprise employee services content strategy.
- Launched new content strategy to enhance the quality, readability, accessibility, and searchability of 15,000 HR documents.
- Developed guided workflows using if/then logic to support agents in resolving more complex employee issues. For example, employee transfers.
- Managed an international team of content specialists delivering HR consultation and writing services.
Internal Content Strategy Implementation
- Directed content intake and editorial review to ensure consistent best practices for all employee communications.
- Developed and implemented an enhanced weekly newsletter featuring essential updates and actionable items, resulting in a 25% increase in engagement by prioritizing core information each week.
IT Communications Lead for Johnson Controls / Tyco Merger
- Consulted and helped draft large-scale change communications for Tyco and Johnson Controls' $20 billion merger.
- Edited and sent 739,000 targeted emails, raising open rates from 61% to 75% and click rates from 30% to 37% in four months by streamlining layouts, reducing content density, and adding employee photos wherever possible.
Redesign and Launch of Global Community Grant Platform
- Led design, development, launch, and ongoing management of new community grant platform that helped thousands of employee volunteer teams engage with and provide financial support to local non-profit organizations.
- Nearly doubled employee engagement in community impact programs over a span of two years running the program and helped steer the investment of more than $2 million USD.