Open To Work
Chad Dutiel
Sr. IT Product Owner
Westerville,OH
Summary
Collaborative Technology Product Owner with an excellent eye for detail and expertise in the strategic implementation and development of innovative technology solutions that provide customer value and profitability. Highly Skilled in defining and executing product visions based upon scalability, resiliency, and stability. Motivated product strategist who focuses on identifying future technologies, acting as the voice of the customer, and communicating impacts. Guide the successful launch of products while gathering feedback and ensuring a top-tier experience.
Overview
15
15
years of professional experience
10
10
Certification
2
2
Degrees
Work History
Sr. Product Execution Manager, AVP
Huntington National Bank
Columbus, OH
04.2025 - Current
- Define and execute the product roadmap for SaaS Suite of products including Genesys, XM Discover, Salesforce, Pindrop, and Concentrix outbound surveys
- Collaborate with stakeholders, including clients, sales, marketing, and engineering teams to gather requirements and translate them into product features and prioritized within the backlog
- Lead the entire product lifecycle, from concept through deployment and post-launch optimization and enhancements
- Prioritize product features and enhancements based on business value, voice of the customer, and technical feasibility
- Monitor product performance, analyze usage data, and implement improvements based upon feedback and problem solutioning
- Stay updated on Omni-Channel platform features, industry trends, and emerging technologies to inform product strategy
Product Management Consultant
Nationwide Financial
Columbus, OH
02.2022 - 04.2025
- Collaborate with stakeholders across engineering teams, product teams, executives level leadership, financing, and marketing partners
- Worked with Pindrop to implement Pindrop Protect, Pindrop Passport, and Pindrop Panorama providing additional protection for members against fraud totaling over $5,200,000 in member's assets protected in 2024
- Created and maintained A Self-Service Interactive Voice Response system to allow members to obtain information without having to speak with representative saving Nationwide Financial approximately $1,400,000 in solution center operating cost in 2024
- Engaged cross-impacted IT teams to drive the development of queue to callback technology which saved Nationwide Financial approximately $37,000 in Solution Center operating costs in 2024
- Partnered with Neustar to brand "Nationwide Financial" on all outbound calls to an external mobile device thus bypassing spam filters and removing "Unknown" caller labels, affecting over 500,000+ outbound calls annually
- Manage roadmap, development, and implementation of communication and collaborations tools across NICE, Genesys, and Microsoft platforms
- Create, guide, and communicate project plans and goals to 8-person project team and stakeholders to create alignment and ensure delivery success while also delivery feedback to junior members of the project team
Product Management Specialist
Nationwide Financial
Columbus, OH
07.2019 - 02.2022
- Optimized processes and automated reports saving business $12,500.00 annual manual FTE labor
- Helped implement SSN verification within IVR to help protect organization and customers against fraud which also aids with making sure Financial Advisors are routed correctly when they call in saving Solution Centers approximately $8,250.00 annually
- Created “No Work Required” email queues to help filter out non-workable emails which helped save business approximately $7,500.00 annually by reducing amount of time front line associates spent working non-workable emails
- Assisted in the creation and implementation of the XM Discover Product Roadmap and project plan leading to an ultramodern experience management tool for Nationwide Financial
- Lead projects partnering with engineering teams to create new Genesys and NICE WFM phone, email, and chat queues and move various teams from Avaya to Genesys
- Created after email surveys to track customer and advisor experiences when communicating through email queues leading to the ability to create custom experiences based upon feedback resulting in higher usage and satisfaction
Contact Center Product Analyst
Nationwide Financial
Columbus, OH
11.2016 - 07.2019
- WFM Product and Project Specialist specializing in forecasting and capacity planning applications
Contact Center Scheduling Analyst
Nationwide Financial
Columbus, OH
09.2014 - 11.2016
- WFM Product and Project Analyst specializing in scheduling and vacation planning applications as well as Workday integration
Education
B.A. - Communication
The Ohio State University
01.2007
B.A. - Psychology
The Ohio State University
01.2008
Skills
- Product ownership
- Project management
- Change management
- Strategic communication
- Technology solutions
- Backlog management
- Stakeholder collaboration
- Data analysis and reporting
- Strategic roadmap planning
- Customer relationship management
- Cross-functional collaboration
- Continuous improvement
- Product strategy
- Process documentation
- End user advocacy
- End-to-end product delivery
- Organizational skills
- User acceptance testing (UAT)
- Customer experience management
- Telephony systems
- SaaS product development
Certification
- Project Management Professional (PMP)
- Certified Product Owner Scrum Professional (CPOSP)
- Emerging Leadership Certification (ELC)
- PROSCI Certified Change Practitioner
- LOMA, FLMI
- LOMA, ALMI
- LOMA, ACS
- ALHC
- FINRA NASD Series 6 (retired)
- Ohio Health, Life, and Annuities License (retired)
Volunteer Experience
- Nationwide Enterprise IT Change Champion, 01/2022 - 12/2023
- LOMA Society of Ohio Technology Chair, 01/2019 - 12/2022
- Ran Nationwide Sponsored toy drives to help benefit children of Nationwide Children's Hospital and Toys for Tots
- Alumni member of the IPS All Associate Advisory Board
- ISS Communication Board advisor, 01/2011 - 12/2013
Timeline
Sr. Product Execution Manager, AVP
Huntington National Bank
04.2025 - Current
Product Management Consultant
Nationwide Financial
02.2022 - 04.2025
Product Management Specialist
Nationwide Financial
07.2019 - 02.2022
Contact Center Product Analyst
Nationwide Financial
11.2016 - 07.2019
Contact Center Scheduling Analyst
Nationwide Financial
09.2014 - 11.2016
B.A. - Communication
The Ohio State University
B.A. - Psychology
The Ohio State University