Emily Bubp
Gainesville
Summary
Dynamic leader with a focus on cross-functional collaboration and Agile project management. Proven expertise in customer-centric design and Six Sigma methodologies, resulting in substantial revenue growth, product innovation, and improved customer and employee experience.
Overview
20
20
years of professional experience
Work History
Vice President, US Electric Vehicles Product and Customer Experience
Corpay
07.2022 - Current
- Engineered first US EV mixed fleet payment product, driving 100% YOY growth in EV charging metrics.
- Introduced first contactless Mastercard payment card for Vehicle Payment sector, achieving 4,750 active cards YTD.
- Developed an innovative eMobility solution enabling remote charging and backend integration on one account for fleet customers.
- Rolled out Chargepass proprietary EV network with 60% availability of non-Tesla DC fast chargers nationwide.
- Oversaw financial performance of the U.S. EV fleet business, with OPEX greater than $1.5M, and projected retained revenue increase to $2.5M by 2025.
- Led a cross-functional team of over 20 members, including two direct reports, focused on driving product execution and ensuring global collaboration.
- Created Plugsurfing, LLC, for operational support in the U.S. while implementing global finance strategies.
- Enhanced fuel transaction capabilities through launch of digital payment products tailored for EVs.
Vice President, Customer Experience Innovation
Corpay
11.2021 - 07.2022
- Led five-member innovation team focused on prototype development to enhance customer retention and increase revenue.
- Developed small fleet customer prototype app product design and low-credit business initiatives informed from over 100 customer interviews
- Designed mixed fleet customer experience from concept to commercialization, integrating EV and fuel payment solutions.
- Implemented telematic product linking electric vehicle card data to transaction data, addressing charging infrastructure gaps.
- Created three-horizon product roadmap for EV payments and eMobility, aligning with executive leadership and securing VP of EV product delivery and customer experience role.
Senior Director, Operational Excellence
Corpay
06.2018 - 11.2021
- Spearheaded business transformation for $300MM line, boosting sales efficiency and revenue by $10 million.
- Conducted workshop with 10 senior leaders to design new business model and identify support tools.
- Identified quick-win and long-term solutions, implementing four quick-wins within six weeks.
- Executed proactive customer calls, reducing customer lock rates by 30% through enhanced service hotline.
- Developed standardized procedures using Salesforce for reporting and process monitoring.
- Enhanced small customer segment experience, achieving 12% increase in start rates and 11% retention improvement.
- Mapped complete customer journey via interviews and user testing to inform service redesign.
- Facilitated Customer Journey workshops to prioritize customer needs and align service model accordingly.
- Lead a four-person, customer-experience-focused process improvement team with the goal of significantly impacting customer retention and increasing revenue.
Director, Operational Excellence
Corpay
08.2015 - 05.2018
- Boosted satisfaction scores from 63 to 85 through a key customer experience project, reducing processing errors by 42%.
- Launched four-card 'Driven' product suite with mobile-compatible UI, ensuring thorough end-to-end testing.
- Replaced 35,000 non-secure fuel cards to secure options, preventing $250k in potential fraud losses.
- Integrated Salesforce data to enhance setup accuracy, improving customer acquisition and retention in sales.
- Extracted dissatisfaction drivers via comprehensive NPS analysis, refocusing business unit strategies for better customer experience.
- Established process improvement standards for Operational Excellence with a five-member team in customer journey methodologies.
Quality Manager/Project Lead
Voya Financial
07.2013 - 08.2015
- Led four strategic project initiatives concurrently as a key consultant for the Underwriting department.
- Enhanced risk reduction and processing efficiency using Six Sigma methodology and project management tools.
- Designed and managed metrics reporting processes, including quarterly dashboards, and productivity reports.
- Delivered critical regulatory changes across three lines of underwriting to comply with consumer reporting regulations.
- Managed Retail Life Early Death Claims project, clarifying reporting parameters for the CEO and department heads.
- Developed a data collection plan for the High Net Worth Foreign National program to balance risk and sales goals.
- Managed Underwriting and New Business project implementation of a realigned sales distribution model to create a customer-centric experience for top-tier agents
- Delivered a communication plan and redesigned internal metrics model to approximately 75 employees
Project Lead/Certified Six Sigma Black Belt and Life Underwriter
Voya Financial
05.2010 - 07.2013
- Directed strategic project initiatives within Underwriting department of over 200 employees, emphasizing risk reduction and process efficiency.
- Developed project management structure for Underwriting, enhancing consistency and change management across four project leads.
- Managed creation, training, and implementation of fraud detection software, impacting approximately 165,000 individual life insurance applications annually.
- Facilitated virtual workflow sessions to map critical business processes for IT enhancements with up to 10 representatives from various departments.
- Underwrote individual Term life insurance policies with approval authority up to $1,000,000 for Standard to Table D risk classes.
Certified Six Sigma Black Belt
Voya Financial
12.2007 - 05.2010
- Spearheaded strategic project initiatives utilizing DMAIC methodology, achieving cycle time reductions and enhanced processing accuracy.
- Generated financial benefits totaling $2,555,970 in revenue enhancements and $367,133 in capacity gains.
- Managed four concurrent project teams across ING Life Group departments, including New Business Operations and IT.
- Facilitated five Kaizen Events, conducting focused workshops with up to 20 key business representatives.
- Developed semi-monthly Green Belt Best Practices Sessions to support certification processes for Green Belts.
- Successfully coached four Green Belts through their Green Belt certification requirements.
Operations Specialist
Voya Financial
04.2007 - 12.2007
- Planned and implemented strategic initiatives, increasing new business life insurance application submissions by 70%.
- Developed On-the-Job Training and Quality Assurance Programs for over 150 new hires, ensuring effective onboarding and process compliance.
- Created a Communication Plan for New Business, standardizing updates for over 400 employees regarding enhancements and departmental changes.
- Received ING Circle of Honor Team Award in Q4 2007 for contributions to Retail Life initiatives, boosting new policy counts by 300% and reducing acquisition costs by 34%.
Case Manager
ING
Minot
08.2006 - 03.2007
- Managed case load of up to 100 new insurance applications from inception to policy issue.
- Maintained strict adherence to all compliance requirements throughout application process.
- Collaborated with underwriters and customers to facilitate smooth application progress.
- Achieved high performance, resulting in an invitation to the exclusive, company-led Sigma Black Belt program.
Corporate Relations Intern
Allstate Insurance Co.
Northbrook
06.2005 - 08.2005
- Selected from thousands of nationwide applicants for competitive summer internship program.
- Composed and published press releases, and contributed to Allstate’s key marketing initiatives, including the first implementation of the Allstate 'Good Hands' field goal nets for college football.
- Led focus groups to acquire customer insights, guiding key product initiatives.
Education
Human-centered Design Practitioner -
LUMA Institute
Atlanta, GA08.2021
Signature Select Graduate -
Signature Leaders
Atlanta, Ga03.2019
Term Life Insurance Underwriter Certification -
Voya Financial (formerly ING U.S. Life Group)
Minneapolis, M.N.06.2010
Six Sigma Black Belt Certification -
Voya Financial (formerly ING U.S. Life Group)
Minot, N.D.04.2009
Bachelor of Science - Public Relations
University of Florida
Gainesville, Fla.05.2005
Skills
- Six Sigma
- Agile project management
- Human-centered design practitioner
- Asana admin
- Salesforce administration specialist
- EV payment solutions
- Cross-functional leadership
- Product innovation
- Customer experience design
- Business transformation
- Customer journey mapping
- Problem solving
- Strategic planning
- Effective communication
- Complex problem solving
- Performance monitoring and evaluation
Additional Employment
- Orange Express Case Manager, ING, Minot, ND, 08/06, 03/07
- Corporate Relations Intern, Allstate Insurance Co., Northbrook, IL, 06/05, 08/05
References
References available upon request.
Timeline
Vice President, US Electric Vehicles Product and Customer Experience
Corpay
07.2022 - Current
Vice President, Customer Experience Innovation
Corpay
11.2021 - 07.2022
Senior Director, Operational Excellence
Corpay
06.2018 - 11.2021
Director, Operational Excellence
Corpay
08.2015 - 05.2018
Quality Manager/Project Lead
Voya Financial
07.2013 - 08.2015
Project Lead/Certified Six Sigma Black Belt and Life Underwriter
Voya Financial
05.2010 - 07.2013
Certified Six Sigma Black Belt
Voya Financial
12.2007 - 05.2010
Operations Specialist
Voya Financial
04.2007 - 12.2007
Case Manager
ING
08.2006 - 03.2007
Corporate Relations Intern
Allstate Insurance Co.
06.2005 - 08.2005
Human-centered Design Practitioner -
LUMA Institute
Signature Select Graduate -
Signature Leaders
Term Life Insurance Underwriter Certification -
Voya Financial (formerly ING U.S. Life Group)
Six Sigma Black Belt Certification -
Voya Financial (formerly ING U.S. Life Group)
Bachelor of Science - Public Relations
University of Florida
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