Areas of expertise
Enterprise requirements & delivery
Business analysis, stakeholder alignment, and Agile or hybrid delivery inside regulated operating environments.
Systems modernization & vendor migration
Legacy-to-cloud content platform migration, vendor evaluation, and implementation and go-live readiness.
Customer communications & document platforms
Thunderhead, Smart Communications, and Documentum — template design, print and mail, portal delivery, and archive.
Insurance operations
Claims handling, policy administration, and disability and life insurance casework inside regulated carriers.
Typical consultation topics
- How customer communications move from source systems through templates to print, mail, portals, and archives.
- Requirements and operational dependencies in Thunderhead, Smart Communications, and Documentum modernization.
- Vendor migration readiness: testing, cutover planning, and the transition into day-to-day operations.
- How claims and policy administration workflows shape insurance systems requirements.
Discussions draw on professional experience and general industry practices, within confidentiality obligations.
Background
Experience spanning insurance casework, business systems analysis, and customer communications modernization.
Infrastructure & operational technology modernization
Requirements, process analysis, and implementation readiness for infrastructure and operational technology modernization.
Platform migration & delivery coordination
Led modernization and platform migration workstreams, coordinating dependencies, testing, deployment readiness, and operational transitions.
Content migration & insurance business architecture
Defined requirements for enterprise content and customer communications; supported Documentum cloud migration and insurance platform business architecture.
Customer communications & Facets data flows
Led requirements and testing support for customer communications, including data flows from Facets to portals, print/mail, and archives.
Thunderhead One modernization
Led business analysis for Thunderhead One modernization, covering templates, communication workflows, output channels, and source-system integration.
Life & disability operations
Managed complex life and disability casework and contributed claims and policy administration expertise to early modernization work.
Disability benefits & claims operations
Managed complex disability benefits casework, customer workflows, documentation, and issue resolution in regulated insurance operations.
Systems & platforms
Credentials
What the Scaled Agile Framework credentials mean
SAFe stands for Scaled Agile Framework. These certifications were earned for SAFe 5.
- POPM
- Product Owner / Product Manager
- SM
- Scrum Master
What the LOMA credentials mean
- FLMI
- Fellow, Life Management Institute
- ACS
- Associate, Customer Service
- AIRC
- Associate, Insurance Regulatory Compliance
- ARA
- Associate, Reinsurance Administration
Broader advisory work through CBA Digital
Expert-network consultations are focused conversations about a research topic. For broader advisory work, I work through CBA Digital to help organizations clarify requirements, plan systems modernization, and improve operations.
Discuss an advisory project