Experienced professional with expertise in devising strategies and delivering solutions to gather insights, improve processes to minimize complexity, and reduce user challenges. Passionate about improving customer and employee experience to enhance operational efficiency with an emphasis on automation.

EXPERIENCE

Principal Content Strategist - Department of Health and Human Services (HHS)

A1M Solutions - September 2022 to present

Content strategy and automation lead for multidisciplinary design and engineering teams. My areas of expertise are information architecture, content design, communications, and strategic planning across multiple products and services for federal government clients including Department of Health and Human Services (HHS), Centers for Medicare and Medicaid (CMS) including the Medicaid and CHIP Financial System (MACFin), Office of Information Technology (OIT), and Center for Clinical Standards and Quality (CCSQ), as well as the Department of Treasury’s Office of Payment Integrity.

My focus is strategic and human-centered and uses research insights combined with analytics to improve application design while identifying areas where automation can be utilized. I work in Agile sprints with teams to develop proofs of concept and iterative solutions to validate findings and positively impact application designs and functionality to improve customer and employee experience and ultimately ignite culture change.

Recent successes include:

• Developing a customer-centric automation strategy to save time and reduce errors in a critical process

• Building knowledge libraries to reduce the response and resolution time for help desk tickets

• Transforming the onboarding and user access process and content for a critical financial application for state finance officers

• Established a center of excellence for state data officers to access support and resources related to data quality initiatives

• Lead and mentor teams of talented and multidisciplinary professionals

Information Architect & Content Strategist - Social Security Administration

Peraton - December 2020 to August 2022

Led the information architecture and content strategy efforts to modernize the Social Security Administration’s PolicyNet product, an invaluable resource with more than 250,000 web pages used by more than 60,000 employees. The primary focus was improving the quality and structure of the content so employees could find, interpret, and search for policies more easily. 

Successes included designing a comprehensive research program to gather insights from policy subject matter experts and customer service technicians, developing a modern information architecture to improve the navigation and content, and deriving insights from help desk tickets to guide and prioritize the team’s efforts. Additionally, devised a metadata strategy to improve tagging and findability of the most accessed policies.

Director, Content Strategy - B2B, B2G, Cybersecurity

ADG Creative - August 2019 to May 2020

Developed and led the content strategy practice and team of strategists, writers, and designers for B2B and B2G clients in cybersecurity, financial services, government contracting, and professional services. Activities included conducting research, defining audiences, and translating complex and technical subject matter to build engaging brand platforms and messaging.

Director, Marketing and Content - Financial Services

MECU Credit Union – May 2017 to July 2019

Led the organization’s rebrand and digital transformation to increase membership and share of wallet for a historic non-profit financial institution serving low to moderate-income communities. 

Accomplishments included translating insights from discovery, research, and Net Promoter Scores (NPS) to develop a comprehensive strategy, designing and launching a mobile-first content marketing program, increasing website visits by 200%, organically increasing email subscriber base by 15% increase, and reducing marketing spend by 5%.  

Director & Content Strategist - B2B, Cybersecurity, EdTech

BrandReach – February 2008 to May 2017

Using insights derived from consumer research, competitive data, and analytics, developed strategies to generate marketing qualified leads and improve outcomes for B2B clients in tech, cybersecurity, manufacturing, healthcare, and education.

Strategist (freelance) - B2B & B2C

Sinuate Media – February 2008 to March 2014 

Developed and executed digital influence campaigns using content as the driver for leading B2C and B2B brands. Accomplishments included developing and launching an anti-doping awareness campaign for the Tour de France, writing podcast scripts for various A&E shows, and becoming a semi-expert on World Extreme Cagefighting.