Miranda Zeilman
Morrow,OH
Summary
Dynamic Digital Product Owner with over 15 years of experience in spearheading secure, customer-centric digital solutions, focusing on fraud prevention and authentication. Proven ability to translate complex risk factors into strategic product decisions that safeguard customer interests and achieve business objectives. Recognized for cultivating robust cross-functional partnerships and inspiring teams to create innovative, high-impact digital products that enhance user experiences. Committed to driving excellence in product development while prioritizing security and customer satisfaction.
Overview
2027
2027
years of professional experience
Work History
Digital Fraud Policy Manager
- Manage digital fraud policy and strategy.
- Provide project management for all digital efforts involving Fusion Consumer, Fusion Commercial and Thank You
- Negotiate with Retail Partners to ensure effective fraud prevention while maintaining Partner satisfaction
- Support integration of new tools and collaborate with peers to design functionality within the digital channel
- Strong focus on enhancing customer experience through digital authentication process changes while improving fraud risk control and minimizing risk exposure
- Partner with Product teams, Technology and Operations to evaluate customer pain points and resolve issues while minimizing fraud exposure
Associate Product Manager
- Manage digital customer experience and future strategy.
- Designed Authentication and Security customer experiences in the digital channels, waterfall and agile methodologies; driving remarkable customer experiences to improve NPS (Net Promotor Score)
- Liaison between Business and IT to ensure that technical solutions translate into business needs
- Negotiated with Fraud and Information Security to resolve customer experience issues while maintaining customer protection
IT Business Technical Specialist
- Building new applications, Citibank Online Global.
- Partnered with Product Owners to identify regional and global business requirements, Utilizing Agile SDLC methodology
- Coordinated with Global business representatives to clearly identify business and system needs
- Lead review sessions with off-shore development to clarify functional requirements
Business Analyst I/II
- Generating data queries for patient communications
- Created and maintained databases to track operational performance
- Authored queries to pull data based on user request parameters
Member Protection Product Manager
USAA Federal Savings Bank
San Antonio, TX-Remote
2024 - Current
- Collaborated with stakeholders to gather feedback and drive product enhancements.
- Developed product roadmaps aligned with business objectives and customer needs.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.
Member Protection Product Manager, Digital Lead
USAA Federal Savings Bank
Remote-Cincinnati, OH
01.2024 - Current
- Managing product change impact assessments for risk
- Providing high level business requirements for new product initiatives and collaborating with experience and architecture teams to execute
- Defining Authentication product vision, goals and success metrics to strengthen fraud prevention strategies in digital interactions
- Building relationships across the organization to influence, negotiate and deliver results with an emphasis on Customer Experience and Fraud Prevention
Senior Vice President of Strategic Initiatives
Citi
Remote-Cincinnati, OH
01.2009 - 01.2010
- Trusted advisor and Chief of Staff to the Director of Digital Fraud Policy.
- Designed C-Level presentations for use in various settings, including external Regulator engagements
- Managed internal and external audits, planning for business continuity, key risk control and governance
- Managed all staff meetings and developed agendas to drive strategic priorities aligned with the team’s needs
- Leveraged relationships across the organization to influence, negotiate and deliver results with an emphasis on Customer Experience and Fraud Prevention
Electronic Systems Coordinator
Schulman Associates Institutional Review Board Inc.
Cincinnati, OH
01.2009 - 01.2010
- Enhancing in-house database/data entry application.
- Defined and led Business Requirements elicitation phase, Testing, Design and Implementation including application documentation for third-party software implementation
- Generated test cases for enhancement validation and led user testing to validate requirement acceptance
Program Consultant
WellPoint, Inc.
Mason, OH
01.2007 - 01.2009
- Managing patient communications utilizing prescription data.
- Managed the Drug Utilization Review programs, including patient targeting, scheduled reporting and data analysis
- Led a team of analysts in fulfilling specific data analysis requests and delivering data driven communication strategies
- Developed work processes, instructions and standards
CRM Coordinator
Formica Corporation
Cincinnati, OH
01.2003 - 01.2007
- Implementing and enhancing Sales team database system.
- Coordinated with developers to translate user requirements into technical enhancements
- Managed SalesLogix CRM database for North American Sales Force
- Designed training program to introduce users to functionality of new software; including authoring a customized training manual and facilitating the training classes
Marketing Communication Coordinator
Protective Life Insurance Company
Cincinnati, OH
01.2000 - 01.2002
- Creating and distributing marketing materials.
- Created, coordinated and implemented externally directed marketing communications
- Provided customer service to regional sales force and distribution network
Education
Bachelor of Science - Business Administration, Marketing
The Ohio State University, Fischer College of Business
Columbus, OH01-1999
Skills
- Product roadmaps
- Data-driven decision making
- Teamwork and collaboration
- Product strategy
- Stakeholder communications
- Product backlog management
Timeline
Member Protection Product Manager, Digital Lead
USAA Federal Savings Bank
01.2024 - Current
Senior Vice President of Strategic Initiatives
Citi
01.2009 - 01.2010
Electronic Systems Coordinator
Schulman Associates Institutional Review Board Inc.
01.2009 - 01.2010
Program Consultant
WellPoint, Inc.
01.2007 - 01.2009
CRM Coordinator
Formica Corporation
01.2003 - 01.2007
Marketing Communication Coordinator
Protective Life Insurance Company
01.2000 - 01.2002
Digital Fraud Policy Manager
Associate Product Manager
IT Business Technical Specialist
Business Analyst I/II
Member Protection Product Manager
USAA Federal Savings Bank
2024 - Current
Bachelor of Science - Business Administration, Marketing
The Ohio State University, Fischer College of Business