Keeli Strub
Tallmadge,Ohio
Summary
Dynamic leader with a proven track record at Medical Mutual of Ohio, driving digital strategy and enhancing user experiences. Expert in relationship building and analytical thinking, I spearheaded initiatives that boosted app ratings from 1.9 to 4.6 stars and achieved 80% digital adoption, fostering high-performing teams and innovative solutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Director, Experience Design and Delivery
Medical Mutual Of Ohio And Its Family Of Companies
08.2023 - 04.2025
- Implemented design system for the organization, driving consistent look/feel and efficiency for design and development.
- Built full UX practice, including research, design, information architecture and content strategy
- Drove improvements to member mobile app resulting in app store rating increase from 1.9 to 4.6 stars.
- Directed product owners for B2B and B2C digital products.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team collaboration, resulting in exceptional employee satisfaction.
Director, Customer Insights
Medical Mutual Of Ohio And Its Family Of Companies
12.2014 - 07.2023
- Commissioned, led, and participated in customer and competitor research initiatives to inform digital strategy, products, programs and experience design.
- Analyzed Voice of Customer data and competitive intel to identify gaps in experience and opportunities to enhance or differentiate our products and experience.
- Established Speech Analytics Team and practice that created best-in-class new member onboarding process.
- Leveraged competitive intelligence to restructure CX RFP response approach, to better align with marketplace and group expectations
- Established KPIs for CX priorities, gathered baseline data, measured and analyzed data post-implementation to drive continuous improvement.
- Achieved 80%-member digital adoption and 45% paperless opt-in across book of business.
Manager, Customer Solutions
Medical Mutual Of Ohio And Its Family Of Companies
08.2011 - 12.2014
- Led a cross-functional business and IT group of 40+ to define and prioritize work that impacted member website and mobile app
- Served as product owner for member digital experience
- Worked with IT to gather requirements, while influencing the experience delivery
- Identified opportunities to automate manual processes that drive better perception and quality outcomes for our members.
- Ensured that work in other business areas was prioritized and automation work was executed
- Led change management activities for Customer Experience Division
Education
MBA - Applied Management
Indiana Wesleyan University
Marion, IN05.2010
Bachelor of Arts - Psychology
University of Akron
Akron, OH01.1991
Skills
- Relationship building
- Strategic planning
- Decision-making
- Creativity and innovation
- Employee development
- Project coordination
- Contract and vendor management
- Partnerships and alliances
- Story pitching
- Analytical thinking
- Charismatic Visionary leadership
- Digital Strategy
Certification
Human Centered Design, Luma Institute
Chanage Management, Prosci
Timeline
Director, Experience Design and Delivery
Medical Mutual Of Ohio And Its Family Of Companies
08.2023 - 04.2025
Director, Customer Insights
Medical Mutual Of Ohio And Its Family Of Companies
12.2014 - 07.2023
Manager, Customer Solutions
Medical Mutual Of Ohio And Its Family Of Companies
08.2011 - 12.2014
MBA - Applied Management
Indiana Wesleyan University
Bachelor of Arts - Psychology
University of Akron
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