Lindsay Detwiler
Coral Springs,FL
Summary
Strategic Product Leader with 10 years of experience leading product strategy and implementation of innovative products that have transformed customer's financial lives and increased revenue exponentially. Creative strategic planner with product value and impact assessment prowess. End-to-end product leader successful bringing products from inception to rollout with efficiency and speed. Seeking next leadership and product challenge to have global impact on customers' lives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sr. Product Manager, Payments & Account Lead
Capital One
Plano, TX
07.2021 - Current
- Product leader over cross-functional product, tech, design and data teams to deliver exceptional customer experiences with high business impact, cutting edge technology and high quality delivery
- Responsible for assessing, hiring and retaining top talent within team
- Established vision, strategy, metrics and delivery for 5 direct product teams and influencing strategy / delivery for 7+ additional teams across multiple LOBs to transform Capital One payment customer experience across Enterprise
- Fostering culture of customer-back thinking through continuous data collection, both qualitative and quantitative, to shape better outcomes in end product
- Use of product management tools such as vision story, journey mapping, blueprint, roadmaps, learning plans and more to identify experience improvement opportunities and build winning products
- Performed monitoring of product performance for understanding business impact and areas of improvement
- Collaborating with tech to design multi-LOB payment platform to replace legacy, monolithic applications with target state architecture
- Champion for best in class tech services, including MFEs that leverage microservices, powered by streams, APIs and microdatabases
- Influencing senior leaders and wide range of stakeholders (product, tech, design, data, operations, process, legal, compliance, etc.) across Enterprise to deliver work needed for payment experience transformation
Sr. Product Manager, Loss Mitigation Platform Lead
Capital One
Plano, TX
01.2021 - 07.2021
- Led product team to uncover unmet customer needs, including need for additional self-service opportunities and payment options education
- Partnered with senior product and business leaders to develop 2-3 year strategic roadmap for 8 teams while maintaining strong delivery pipeline of short-term wins for 2 fully stacked product & development teams
- Long-term roadmap deliverables included vision creation, technical planning and KPI identification in addition to high level requirements definition
- Oversaw full life-cycle of 3 major project deliverables that enhanced self-service options for 2M+ customers, including opening debit card self service on Capital One's website, mobile application and through IVR calling system
- Created a product culture of testing & learning to define MVP, KPIs and plan for continuous improvement
- Coached product team to deliver first proof of concept to gauge if account extensions could be offered online, requiring sign off from regulators and high level executives
- Managed all aspects of product delivery including requirements gathering, stakeholder engagement, credit analysis, sprint planning, release planning, operational readiness and product evangelism
Sr. Product Manager, Vehicle Resolutions Lead
Capital One
Plano, TX
08.2016 - 07.2021
- Led 3 fully stacked development pods, 2 product manager direct reports and team of 5 business analysts
- Responsible for intent definition and delivery of all strategic product initiatives, including patent-award winning skip tracing service
- Managed full credit analysis and data-backed research program to develop methodology for transforming both vehicle skip tracing and customer information tracing skip service
- Head of all customer and operational research for Vehicle Resolutions experience; led numerous customer experience studies for empathy, usability and continuous improvement product research
- Kept 10K+ customers from facing repossession annually and saved Capital One $2M+ in losses annually by delivering numerous customer self-service tools & digital engagement strategies
- Saved Capital One $9M+ annually by reducing losses and operational expense through automation and improvement of manual activities
- Managed complex product rollout strategy, including operational readiness with network of 80+ external repossession service provider companies
- Implemented numerous customer self-service and educational initiatives including online payment plans, document submission, and email/text campaigns
- Created key product and process documentation including vision story, metrics that matter, journey map, process swim lane, blueprint, and 3+ year strategic roadmap
- Delivery efforts spanned across numerous platforms including customer facing website, mobile application, IVR and agent facing systems
- Responsible for all risk management, product monitoring and continuous improvement
- Negotiated contracts with vendors, saving Capital One cost of data by over $1M annually
Digital Product & Program Manager, Recoveries
Capital One
Plano, TX
11.2014 - 08.2016
- Responsible for maintaining 12-month roadmap for single product team, with scope supporting process improvements for 5 internal operations teams
- Led empathy sessions & requirements gathering sessions with internal and external customers
- Launched automation of settlements payment product, leading to significant risk reduction and increased collections of $2-3M annually
- Collaborated with legal, compliance, operations, technology, vendors, and numerous product teams to implement complex federal and state law requirements in deficiency recoveries and bankruptcy groups
- Reduced operational expense through automation of manual activities and reduction of headcount
Project & Program Manager
Capital One
Plano, TX
02.2012 - 11.2014
- Managed scope, schedule, cost, quality, communications, resource procurement, risks and change control process for each project
- Communicated weekly status and risks to senior leadership, escalating issues as needed.
- Delivered several infrastructure enhancements to retire legacy applications and stand up new databases/applications
- Drove internal marketing campaign to protect NPI
- Co-engineered mechanism for real-time credit bureau reporting adjustments for 5M+ accounts, still used in Capital One today
- Led containment, recovery and remediation for several risk events, including resolution of high-visibility MRA, that included weekly status reporting to OCC.
Education
Master of Science - Marketing
Texas A&M University
College Station, TX12.2011
Bachelor of Arts - Communications
Texas A&M University
College Station, TX05.2010
Skills
- Strategic Planning and Alignment
- Customer Engagement Strategies
- Product Development Budgeting
- Requirements Definition
- Technology Implementation
- Scrum Methodology
- Process Improvement Initiatives
- Data Acquisition
Accomplishments
- Improved payment account customer experience across all of Capital One by implementing new 1-click payment account experience leveraging Enterprise platforms, and enabling further innovation on target state payment platforms
- Achieved Patent by transforming skip tracing business for Capital One through use of big data and proprietary in-house development product
- Saved Capital One $9M+ annually by reducing losses and operational expense through automation and improvement of manual activities
- Led product vision creation for 3 key business areas across Customer Servicing
Certification
- PMP - Project Management Professional
Timeline
Sr. Product Manager, Payments & Account Lead
Capital One
07.2021 - Current
Sr. Product Manager, Loss Mitigation Platform Lead
Capital One
01.2021 - 07.2021
Sr. Product Manager, Vehicle Resolutions Lead
Capital One
08.2016 - 07.2021
Digital Product & Program Manager, Recoveries
Capital One
11.2014 - 08.2016
Project & Program Manager
Capital One
02.2012 - 11.2014
Master of Science - Marketing
Texas A&M University
Bachelor of Arts - Communications
Texas A&M University
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