Jeff Abbott
Sioux Falls,SD
Summary
Diligent Product Manager offering success in product roadmap development, market research and data analysis. Possesses leadership and strategy skills to maximize revenue. Driven and strategic with proven history of superior market penetration and product launch.
Overview
19
19
years of professional experience
Work History
Product Manager – Principal Customer Journey Lead
Allstate Insurance
11.2021 - Current
- Lead enterprise level initiatives that increase customer self-service digital capabilities, CSAT scores and digital containment
- Utilize customer centric data analytics (Market Research = Forrester, Gartner, Industry Analysis, etc… and User research = Adobe Analytics, VoC, Internal Financial Dashboards, ML models, Customer Focus Groups, etc…) to create, refine and execute the product journey vision, strategy, and roadmaps
- Provide oversight and direction for multiple product backlogs
- Forecast short-term and long-term deliverables
- A/B and Multivariate testing on customer focused initiatives to test hypothesis, reduce risk, optimize customer's experience, and positively impact metrics
- Utilize SAFe (Scaled Agile Framework) / Product Development Life Cycle / System Development Life Cycle
- Manage cross-functional teams with both direct and indirect reports
- Provide thought leadership to junior team members in the development of strategies and roadmaps
- Identified gaps in existing enterprise governance process and created a new process for Cross Functional Solution demos that resulted in increased transparency, compliance adherence and goal measurement for all product deliverables.
Product Owner / Portfolio Analyst / Scrum Master (CSM) / Business Analyst 4
Sammons Financial Group
07.2016 - 11.2021
- Received “Game Changer” award for innovative work related to enterprise level career and development initiative
- Created, maintained and executed product vision, strategy and roadmaps
- Utilized Google Analytics to provide support for pre-business solutioning and tracking of results
- Responsible for large scale initiatives that involved multiple business functions, business units and features
- Coached and led Product owners and Agile teams in delivering high value products
- Chair for IT Growth and Development sub-committee
- Culture Counsel team member and EHI Ambassador
- Led initiative to create project prioritization process for Shared Applications and Document Management departments
- Led initiative for BI Team to create a prioritization process for all Stewardship, Small Requests and Production Support requests.
Business Analyst 3 / Life & Special Projects
Sammons Financial Group (SFG)
07.2015 - 07.2016
- Responsible for investigating business systems, identifying options for improving business systems and bridging the needs of the business with the use of IT
- Proactively defined required capabilities and acceptance criteria
- Managed project scope and risks by recommending and negotiating solutions with stakeholders
- Led Day 2 Cyber Life project
- Reduced project-related costs by providing analysis and data to support alternative project plan for future Day 2 project work.
Senior Business Systems Analyst / Program Lead
American International Group (AIG)
01.2013 - 07.2015
- Financial Lead for all countries and Program Lead for United Kingdom Universal Claims Platform initiative, resulting in cost savings of $365 million dollars
- Program Lead for the North America Usability Study which was utilized to increase efficiency and productivity through enhancements in the business's claims operating system
- Program Lead for the North America Specialty line of business
- Program Lead for multiple System Topics and Projects
- Provided direction and work assignment to team of analysts
- Analyzed and evaluated alternative solutions and recommended the most efficient and cost-effective solution for system design
- Created and delivered training curriculum for the Global Claims Technology department for all new hires and incumbent FTE's
- Conducted applicant interviews.
P&C Claims Field Team Leader
Farmers Insurance
01.2011 - 01.2013
- Project lead for a national pilot program to increase quality results
- Led initiative to increase regulatory compliance consistency for the Mountain West Zone
- Created multiple customer letter templates that were implemented nationally that increased claims handling efficiency and productivity
- Led team of claim adjusters ranging from six to ten direct reports
- Conducted case reviews and evaluated claims representative performance by continuous review of claims statistics, open and closed file evaluations, and observation of activities in the field and office
- Responsible for conducting applicant interviews and creating performance management plans
- Ranked in top five in Farmers Insurance National Liability 'Leadership Matters' essay.
P&C Claims Field Trainer
Farmers Insurance
01.2008 - 01.2011
- Lead for all new hire training in Texas and Louisiana based on new hire training success metrics
- During my tenure in the training department, Farmers Insurance was ranked first overall from among the Top 125 training organizations in 2011 and sixth overall in 2010 as scored by Training Magazine
- Requested as Guest Instructor on multiple occasions to teach at Home Office Training School in California
- Analyzed office key performance indicators and total file quality scores for multiple offices
- Created and present specific training sessions to improve results for multiple offices
- Cross trained in Property and Liability.
P&C Claims Attorney Representative Specialist
Farmers Insurance
01.2005 - 01.2008
- Determined liability in automobile accidents
- Handled and processed all medical bills for injured parties
- Handled and processed time sensitive demands and arbitration demands
- Stakeholder in pilot program 'VAST' that was created to help eliminate redundancies and help increase efficiency for all offices on a national level
- Presented and trained all employees on DCS and ACS systems.
Education
Bachelor of Science - Psychology
University of Houston
Houston, TX01.2004
Skills
- KPI Tracking
- Product Roadmaps
- Product Development Lifecycle
- System Development Lifecycle
- Product Vision / Product Strategy
- Product Management / Project Planning
- SAFe / Agile Software Development
- Market Research / User Research / UX Research
- Adobe Analytics / Google Analytics / Tableau
- Atlassian / Jira / Confluence
- A/B Testing / Multivariate Testing
- Product Lifecycle Management
- Product Development
- Mobile and Website / BC2
Personal Information
Titles: APM, POPM, CSM
Timeline
Product Manager – Principal Customer Journey Lead
Allstate Insurance
11.2021 - Current
Product Owner / Portfolio Analyst / Scrum Master (CSM) / Business Analyst 4
Sammons Financial Group
07.2016 - 11.2021
Business Analyst 3 / Life & Special Projects
Sammons Financial Group (SFG)
07.2015 - 07.2016
Senior Business Systems Analyst / Program Lead
American International Group (AIG)
01.2013 - 07.2015
P&C Claims Field Team Leader
Farmers Insurance
01.2011 - 01.2013
P&C Claims Field Trainer
Farmers Insurance
01.2008 - 01.2011
P&C Claims Attorney Representative Specialist
Farmers Insurance
01.2005 - 01.2008
Bachelor of Science - Psychology
University of Houston
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