Problem: Platform owners and operators lacked a unified way to monitor, manage, and regulate enterprise communications, limiting proactive risk detection and operational insight.

My Role: Program Engagement Consultant

Objectives:

• A: Capture the needs of platform owners and operators across the enterprise
• B: Define success criteria for an AI-enabled observability solution
• C: Translate operational challenges into actionable platform requirements

My Actions:

• Conducted discovery with multiple platform and operations teams
• Identified leading and lagging indicators relevant to communications performance and risk
• Synthesized feedback into feature categories and user-centered requirements

Key Results:

• A: Documented shared challenges across distributed platform teams
• B: Defined success outcomes for observability across operations, compliance, and engineering
• C: Informed enterprise-level planning and future platform investment decisions

Tools, Methods, Frameworks: Needs assessment, requirements gathering, stakeholder interviews, systems thinking, observability concepts,machine learning conepts

Problem: The organization lacked a clear understanding of its marketing and communications technology landscape, resulting in duplicated systems, inefficiencies, and unmanaged risk.

My Role: Program Engagement Consultant

Objectives:

• A: Create visibility into the full marketing and communications technology ecosystem
• B: Understand how systems supported diverse communication and marketing use cases
• C: Identify risks, gaps, and opportunities for rationalization

My Actions:

• Designed and facilitated 7 virtual and in-person workshops with Product and Operations stakeholders
• Engaged participants representing multiple teams and functional areas
• Documented systems, use cases, ownership models, and dependencies

Key Results:

• A: Delivered a consolidated view of the organization’s end-to-end MarTech stack
• B: Identified system duplication and overlapping capabilities
• C: Enabled leadership to prioritize risk mitigation and optimization opportunities

Tools, Methods, Frameworks: Workshop facilitation, systems mapping, stakeholder interviews, capability analysis, documentation synthesis

Problem: There was limited shared understanding of how and why customers engaged with Fidelity’s products and services across different moments in their lifecycle.

My Role: Program Engagement Consultant

Objectives:

• A: Understand the triggers that cause customers to engage with products and services
• B: Clarify customer expectations before, during, and after service interactions
• C: Create a shared, enterprise view of the customer experience

My Actions:

• Facilitated multiple cross-functional workshops to map customer interactions
• Analyzed customer data, feedback, and support call insights
• Mapped journeys covering key services and customer interaction points

Key Results:

• A: Identified and documented core “Life Events” driving customer engagement
• B: Improved alignment across teams on customer expectations and experience gaps
• C: Provided reusable journey artifacts to inform future service and communication design

Tools, Methods, Frameworks: Customer journey mapping, service design thinking, qualitative analysis, workshop facilitation, voice-of-customer review

Problem: SMS communications were being used inconsistently across multiple business units for service and regulatory messaging, creating fragmentation, compliance risk, and an unclear customer experience.

My Role: Program Engagement Consultant.

Objectives:

• A: Establish clarity and consistency in how SMS was used across the organization
• B: Align multiple business units around best practices, compliance requirements, and shared standards
• C: Improve enterprise visibility into SMS usage, performance, and risk

My Actions:

• Led a cross-functional governance group spanning Legal, Risk & Compliance, Platform Architecture, and Operations
• Assessed SMS delivery systems and usage patterns across several lines of business
• Defined enterprise communication best practices, governance considerations, and reporting needs
• Presented findings and recommendations to senior leadership, including the CIO

Key Results:

• A: Improved visibility into enterprise SMS usage across multiple teams and platforms
• B: Established a repeatable governance model that encouraged ongoing cross-functional collaboration
• C: Supported Fidelity’s objective of delivering a more consistent, single-voice customer experience

Tools, Methods, Frameworks: Governance frameworks, stakeholder facilitation, enterprise communications analysis, requirements discovery, executive presentation