Case Studies

How I Have Made Things Flow

Fidelity Investments logo with black and gold color scheme.

Enterprise Transformation

A digital stock market chart with candlestick patterns showing a sharp increase in value.

Challenge:

Fidelity’s flagship retail and workplace benefits platforms, Fidelity and NetBenefits, served over 40 million global customers and managed more than $5 trillion in assets — but its core systems, user experiences, and data infrastructure were fragmented across multiple product lines. This created operational inefficiencies, inconsistent user experiences, and risk exposure around compliance and data governance. The company needed to unify its digital ecosystem, modernize its architecture, and deliver more personalized, automated experiences — all within a highly regulated financial services environment.

Approach:

  • Led Fidelity’s first enterprise-wide modernization initiative to unify 15+ product lines under a single scalable digital platform — partnering with Architecture, Engineering, and business units to deliver a tech-stack that enabled enterprise-scale transactions.

  • Rationalized 150M+ customer records in collaboration with database and business teams to build a scalable global data ecosystem, aligning policies and APIs across product lines.

  • Introduced personalization experiments and A/B testing to optimize content delivery and data capture flows — boosting beneficiary capture by 23% (485K new beneficiaries) and driving deeper customer engagement.

  • Launched a virtual assistant within the NetBenefits app to streamline customer support, improve task completion, and enable self-service at scale — an initiative recognized with a Bronze Medal from Corporate Insights for innovation.

  • Implemented scaled Agile practices to coordinate work across 10+ cross-functional teams, improve delivery velocity, and ensure alignment of roadmaps and business priorities.

  • Partnered closely with Legal, Risk, and Compliance teams throughout the transformation to ensure every modernization, personalization feature, and automation capability met strict regulatory standards..

Results:

  • Launched Fidelity’s first Enterprise Beneficiaries experience for Fidelity retail and NetBenefits customers.

  • Improved engagement by 60% and increased task completion by 15 percentage points through redesigned user experiences and personalization.

  • Secured $200B in at-risk assets by improving retention, streamlining flows, and strengthening the user experience.

  • Elevated customer experience and operational performance across a B2C platform serving 40M+ users, positioning Fidelity for the next generation of intelligent, data-driven product innovation.

GEICO logo in blue letters.

Digital Transformation & Automation

Person holding and using a smartphone in a dark environment.

Challenge:

GEICO, the third largest insurers in the U.S., faced mounting operational inefficiencies, complex manual processes, and rising customer attrition across digital and call center channels. Decades-old transaction flows and legacy systems created friction in the customer experience, while siloed business units slowed the delivery of new capabilities. At the same time, strict regulatory and compliance requirements demanded that every change be carefully designed and implemented. GEICO needed a product leader who could modernize operations, streamline experiences, and deliver measurable results, all while ensuring compliance and customer trust..

Approach:

  • Led Lean Six Sigma process reviews across 70+ business initiatives, driving requirements delivery, automating manual workflows, and accelerating enterprise-wide digital transformation.

  • Partnered with Legal, Risk, Compliance, and Underwriting teams to ensure every product change — from process redesign to new feature delivery — met rigorous regulatory standards.

  • Redesigned high-friction transaction flows, collaborating with Customer Insights and Operations to translate voice-of-customer insights into product priorities.

  • Directed churn analytics and retention strategy, identifying high-risk customer segments and deploying save flows and interventions to improve renewal rates.

  • Drove automation and process optimization initiatives across contact centers, leading nationwide pilots that accelerated testing, validation, and enterprise-scale deployment.

  • Partnered with Data Science teams to integrate AI-driven predictive models and next-best-action capabilities into workflows, enabling personalized recommendations.

Results:

  • Delivered over $150 million in cost savings through automation, process redesign, and operational efficiencies.

  • Reduced manual processing by more than 10 million tasks, increasing operational capacity and speed, and freeing up resources for higher-value work.

  • Improved customer retention and conversion through redesigned transaction experiences and targeted churn interventions.

  • Enhanced cross-functional collaboration between business, compliance, and technology teams — accelerating time-to-market for new features and capabilities.

  • Laid the groundwork for a scalable, data-driven product organization equipped to respond to evolving regulatory, customer, and market demands.

Logo for Property Grid featuring a stylized house icon above the text 'PROPERTY GRID'.

Tokenized Real Estate Marketplace

A city skyline at sunset with high-rise buildings, some under construction with cranes, and a body of water in the background.

Challenge:

For three years, PropertyGRID struggled to launch its MVP and establish operational momentum. The team lacked clear structure, delivery cadence, and alignment, resulting in stalled execution and low morale. Despite strong vision and market opportunity, fragmented priorities and the absence of product leadership prevented the company from moving forward.

Approach:

  • Partnered with founders to define a Web3 + AI-powered product roadmap and align strategic priorities with business goals.

  • Embedded Agile and Lean best practices, establishing operating rhythms, and driving cross-functional alignment.

  • Built global product operations from the ground up to support scale and delivery.

  • Introduced AI-enabled tools and governance frameworks to improve decision-making, automate workflows, and ensure responsible adoption.

  • Implemented compliance and product governance to ensure compliance across markets.

Results:

  • Transformed a previously dysfunctional team into a cohesive, high-performing organization.

  • Launched the company’s first MVP within 90 days — after three years of stalled progress.

  • Established scalable operations and delivery frameworks to accelerate future releases.

  • Boosted team morale, laying the foundation for long-term execution and innovation.

  • Positioned the platform for U.S. and LATAM expansion, with a clear path to product and revenue growth.

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