PATCHEN UCHIYAMA

Work with stakeholders across the business lines and the enterprise leadership team to create transformative solutions that ensure the customer experience designs, strategies, and operating model are aligned with enterprise-wide goals and deliver significant value to both customers and the company.

• Led the IT application migration for over 540 applications to the cloud-based Corebridge environment, ensuring a seamless user transition.
• Directed change management efforts for end-user migration, enhancing network connectivity, and data security.
• Achieved significant cost savings by transitioning operations processing to an external vendor, managing training, and documentation.
• Improved regulatory compliance by streamlining audit reporting, and implementing regulatory updates.
• Boosted website registration and adoption by launching self-service capabilities and automated communications.
• Successfully led the company’s entry into the $65 billion Registered Indexed-Linked Annuities (RILA) market by managing the implementation of its first RILA product, and executing the go-to-market strategy.

Responsible for leading both customer insights and creating/executing strategies to support profitable growth and transform the customer experience (CX). To support this, I established voice-of-the-customer systems, drove CX process designs, implemented solutions to improve the customer experience, and transformed the company's data and analytics capabilities.

• Reduced customer churn by 15% in 12 months.
• Winner of the 2020, 2021, and 2022 DALBAR Customer Experience Excellence awards (the first three years in existence and the only annuity provider to do so).
• Improved customer relationship scores (Net Promoter Score) from -25 to +54 in 24 months.

Implemented 5-year strategy enhancing data analytics for customer segment management.

• Introduced modern data science tools, including R-Studio and Python, to streamline analytical processes.
• Leveraged advanced analytics and data science methodologies to extract actionable insights from extensive, multi-dimensional datasets.
• Reduced reporting expenses by 80% through the deployment of a large language model for call analytics.
• Boosted retention of financial professionals by 10% through creating and executing a predictive model to identify at-risk customers.
• Created, implemented, and maintained daily reporting (250+ reports auto-sent to 100+ users), and implemented KPIs into dashboard tools (QlikView, Tableau, and MS Power BI).

Created, implemented, and maintained mission-critical applications for updates related to product changes/enhancements, sales channel entrances, and State/Federal regulations updates (including core processing tools such as administration platforms, case management, sales suitability, workflow, etc.).

• Leading the transformation from waterfall to Agile.
• Drove the implementation of automated testing technology and script writing to both improve testing coverage and reduce the time to complete testing (a reduction of over 500 hours in tests per release).
• Managed the website and mobile app team development.
• Negotiated and managed 90+ vendor agreements, from software maintenance to outsourced resource arrangements (consulting, etc.).

Orchestrate the annual and multi-year strategic planning processes, but also responsible for operations project management, user acceptance testing, configuration and setup of order entry platforms and interfaces, administration of platform daily balancing and monitoring, and production support for all operations systems.

• Conducted product line profitability, cost benchmarking, and value of new business analysis to determine pricing strategy and ongoing business cost objectives. This drove the decisions for AIG to divest several businesses and reorganize/outsourcing parts of operations. The impacts include growing sales deposits from $841 million to $18.5 billion in eight years, and realizing $25 million of annual cost savings.
• Successfully built and enhanced several key operations support tools to improve customer experience, reduce processing costs, reduce risks, and enhance business insight and reporting (New Business Pending tracker, Reg60 application processing, New Business auto NIGO email, suitability tracker). Prepared various presentations for senior management, AIG CEO, and the board, as well as key external partners (rating agencies, broker/dealers, investors, etc.).