Led the mobile app redesign to deliver faster, more intuitive self-service journeys

 I partnered with globally distributed mobile development teams to lead a major redesign of our insurance mobile app, focused on improving user experience, optimizing engagement flows, and supporting agile delivery. By prioritizing mobile-first features, enhancing performance, and fostering closer team collaboration, we delivered a more intuitive, customer-centric experience that drove higher satisfaction and app usage. 

Approach: 

• Led backlog refinement and prioritization efforts for mobile-specific features, ensuring alignment with business goals and customer feedback.
   
• Collaborated closely with mobile developers to bridge business needs and technical feasibility, ensuring features were optimized for native mobile experiences.
   
• Administered agile ceremonies including iteration planning, backlog grooming, and daily scrums to maintain momentum and alignment across globally distributed teams.
   
• Introduced UX enhancements based on user testing insights — such as simplified navigation flows, faster VIN entry processes, and easier access to policy servicing options.
   
• Worked with QA and analytics teams to define key performance indicators (KPIs) around app performance, feature adoption, and customer satisfaction.
   

Results:

✅ Successfully launched a redesigned mobile app aligned with modern UX/UI standards
✅ Improved feature engagement and mobile app satisfaction scores post-launch
✅ Enhanced mobile funnel performance by addressing usability bottlenecks
✅ Strengthened collaboration between business, design, and engineering — accelerating time-to-market for new mobile features
✅ Increased policy servicing completion rates via mobile by offering faster, more intuitive user flows