Erin Melhuish
Shrewsbury,MA
Summary
Dynamic leader with extensive expertise in project management and team collaboration. Achieved a remarkable 70% success rate in transitioning solutions to pilot by prioritizing user-centered design and strategic planning. Proven ability to transform user research into actionable insights, significantly enhancing customer experiences and fostering robust relationships. Committed to elevating customer satisfaction through exceptional service and strong interpersonal skills.
Overview
28
28
years of professional experience
Work History
Provider Experience Lead
Guardian Life Insurance Company
Boston, MA
05.2024 - Current
- Delivered market-leading experiences for Guardian dental provider partners throughout application and claim processes.
- Promoted compelling business mechanisms through an outside-in approach.
- Pioneered innovative initiatives for the attraction and retention of providers within Guardian's growing network.
- Implemented external communication strategies delivering clear and actionable messaging.
- Crafted strategic digital provider roadmap.
- Developed actionable strategies to refine operating models, focusing on unit cost efficiency and provider satisfaction.
- Evaluated existing digital usage and created a strategy for digital adoption.
- Enhanced provider experience insights through reinforced VOC initiatives at critical interaction points.
- Created an advisory group enabling dental providers to share perspectives on Guardian's offerings and systems.
- Strengthened provider relationships by bolstering Guardian's value proposition.
- Drove unified progress by working with SMEs across different functions, boosting satisfaction levels.
- Functioned as subject matter expert in dental provider operations.
Design Researcher
Guardian Life Insurance Company
Boston, MA
11.2022 - 05.2024
- Acted as project lead for the design research team, playing a critical role in understanding user needs, behaviors, and preferences to inform the design and development of products, services, and experiences.
- Faced with a high degree of ambiguity, I employed a variety of research methods and techniques to uncover insights that drive user-centric design decisions.
- Collaborated closely with the lead designer to define the direction of products and services, to create meaningful and impactful experiences for users in an autonomous fashion.
- Planned, conducted, and analyzed user research activities, including interviews, usability testing, and surveys, to gain deep insights into user needs, behaviors, and pain points.
- Created detailed user personas based on research findings to represent key user segments and their goals, motivations, and preferences.
- Developed user journey maps to visualize and understand the end-to-end user experience, identifying key touchpoints, pain points, and opportunities for improvement.
- Designed and facilitated usability testing sessions to evaluate the effectiveness and usability of prototypes and existing products.
- Translated findings into actionable recommendations for design iteration.
- Collaborated closely with internal stakeholders to integrate user insights into the design and development process.
- Advocated for the importance of user-centered design principles and practices.
- Participated in iterative design cycles, providing ongoing user feedback and insights to guide the evolution of product concepts and prototypes.
- Effectively communicated research findings to key stakeholders.
- Provided phased implementation roadmaps, prioritized by business impact, and alignment to program goals.
Implementation Manager, Insurance Operations
IptiQ
Boston, MA
10.2021 - 11.2022
- Managed the delivery and enhancements of valuable services, new technologies, and product offerings to help clients increase penetration and profitability in their markets.
- Coordinated and oversaw all elements of implementation, from requirements to launch, with internal cross-functional teams, as well as third-party vendors and distribution partners.
- Advocated for business partners while addressing project critical issues autonomously.
- Ensured timely delivery of projects, within budget guidelines, and achieving defined scope, following a SAFe Agile project methodology.
- Served as lead Implementation Manager for multiple value streams.
Senior Innovation Strategist
Lincoln Financial Group
Boston, MA
03.2020 - 10.2021
- Led user-centered research and design sprints which identified new business opportunities that provided a competitive advantage and meaningful user experiences for employees, employers, and brokers.
- Oversaw the development, user acceptance testing, and end-user testing of two new solutions with external developers and internal stakeholders from the initial prototype scoping to the final build.
Innovation Strategist
Lincoln Financial Group
Boston, MA
05.2018 - 03.2020
- Directed end-to-end research and design sprints that align with the business's strategic objectives, from problem framing to concept recommendations (e.g., benefits enrollment, gig economy, parental leave, etc.).
- Created over 100 low- to high-fidelity prototypes to aid in qualitative and quantitative research initiatives for internal and external-facing solutions.
- Translated user needs and behaviors into actionable insights and recommendations for product owners and leadership, to bring deeper customer insight into the organization.
- Solicited and synthesized feedback from subject matter experts to validate the feasibility and viability of conceptual solutions, resulting in a 70% success rate of solutions transitioned to a pilot.
Senior Project Manager
Liberty Mutual Insurance
Boston, MA
02.2016 - 05.2018
- Managed large-scale projects that directly aligned with and supported the SBU's strategic imperatives.
- Led a multi-year initiative to dissolve external vendor management of California Voluntary Disability Insurance (CA VDI), while simultaneously building and implementing alternative internal management processes and capabilities, resulting in $400k annual savings.
- Proactively established expertise in the CA VDI offering and leave laws to provide internal and external support to account managers and accounts.
- Liaised directly with the Employment Development Department of California to ensure that annual requirements for 32 customer accounts were completed accurately and submitted on time.
Project Manager, Marketing
Liberty Mutual Insurance
Dover, NH
04.2013 - 02.2016
- Designed, enhanced, and delivered multiple creative marketing campaigns for independent brokers and bank sales representatives to increase awareness of products, and accelerate growth.
- Managed a cross-functional, collaborative team to ensure alignment with desired growth objectives.
- Tracked and reported campaign analytics to internal stakeholders and external partners, providing an understanding of campaign impact on target audience behavior, areas of need for refinement, and campaign development options.
- Created, managed, and executed two highly coveted incentive and recognition events, directly aligned with strategic campaigns to drive motivation and participation within the DOL regulations and guidelines.
Project Manager, Learning & Development
Liberty Mutual Insurance
Portsmouth, NH
05.2011 - 04.2013
- Analyzed organizational needs and requirements to propose, implement, and oversee an annual global training strategy and plan.
- Collaborated with project stakeholders and regional SMEs to design specialized training modules.
- Developed and updated project plans to document objectives, technologies, schedules, and funding.
- Provided guidance to team members regarding tasks assigned to them.
- Managed multiple projects with competing deadlines simultaneously.
- Built and established strong partnerships with teams, vendors, and contractors.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
Director of Training
Liberty Mutual Insurance
Portsmouth, NH
01.2005 - 05.2011
- Identified organizational training needs through comprehensive analysis with cross-functional leadership.
- Spearheaded the creation and execution of a global technical training program targeting diverse skill enhancement.
- Developed self-paced and self-directed training courses to diversify learning opportunities for employees.
- Assessed training outcomes to determine proficiency improvements in program participants.
- Advised senior leadership on best practices related to employee engagement through learning activities.
- Evaluated existing curricula against current business requirements in order to recommend changes or updates when necessary.
- Oversaw allocation and monitoring of training budgets.
Business Analyst
Liberty Mutual Insurance
Boston, MA
01.2000 - 01.2005
- Supported oversight of 7 international operations Quarterly and Annual plans.
- Developed and implemented strategic plans for the executive team to achieve organizational goals.
- Provided executive assistance to the CIO and four direct reports through planning, preparing meetings, travel, and drafting executive communications.
- Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff.
- Opened, read, and replied to emails, letters, and correspondence on behalf of executives.
- Maintained confidential records and files related to executive operations.
- Executed special objectives and projects in response to executive team and board member requests.
- Planned and oversaw all aspects of an annual CIO Forum event, including vendor management and contracting, travel and event logistics, agenda, and presentation creation.
Assistant Events Director, Learning & Development
Deutsche Bank
Baltimore, MD
08.1997 - 01.2000
- Facilitated professional development programs to build a high-performing team.
- Ensured compliance with all relevant regulations, policies, and procedures.
- Spearheaded the planning, organization, and execution of training events, ensuring seamless operations from start to finish.
- Assembled creative and innovative event attractions based on internal capabilities or outsourced to qualified vendors.
- Oversaw logistics including venue selection, catering, transportation, and accommodation arrangements.
- Negotiated contracts with vendors, securing favorable terms and cost-effective services for event essentials.
- Prepared post-event reports summarizing attendee feedback and other key metrics.
Education
Bachelor of Arts (BA) - Corporate Communications
Elon University
Elon, NC01.1997
Skills
- Project Management
- Design Thinking
- Strategic Planning
- Prototype Creation
- Data Analysis
- User Personas & Journey Mapping
- User Research & Concept Testing
- Feasibility analysis
- New product introduction strategies
- Learning & Development
- Team collaboration
- Deliverable tracking
- Customer experience management
- Relationship building
- Event planning
- Meeting facilitation
- C-Suite executive assistance
Timeline
Provider Experience Lead
Guardian Life Insurance Company
05.2024 - Current
Design Researcher
Guardian Life Insurance Company
11.2022 - 05.2024
Implementation Manager, Insurance Operations
IptiQ
10.2021 - 11.2022
Senior Innovation Strategist
Lincoln Financial Group
03.2020 - 10.2021
Innovation Strategist
Lincoln Financial Group
05.2018 - 03.2020
Senior Project Manager
Liberty Mutual Insurance
02.2016 - 05.2018
Project Manager, Marketing
Liberty Mutual Insurance
04.2013 - 02.2016
Project Manager, Learning & Development
Liberty Mutual Insurance
05.2011 - 04.2013
Director of Training
Liberty Mutual Insurance
01.2005 - 05.2011
Business Analyst
Liberty Mutual Insurance
01.2000 - 01.2005
Assistant Events Director, Learning & Development
Deutsche Bank
08.1997 - 01.2000
Bachelor of Arts (BA) - Corporate Communications
Elon University
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