Robin Horne

• Hired to conceptualize and develop product strategy and roadmap for HealthFitness360, SaaS product for web and mobile
• Led cross-functional product team
• Collaborated with Sales, Marketing, and Customer Success teams to retain and grow client base
• Strategized and executed business plans for customer operations design, development, and maintenance.

Accomplishments:

• Launched new consumer-facing mobile app; HealthFitness360 on time and within budget
• Implemented new user experience testing platform to optimize UX
• Successfully lobbied to replace incumbent solution and launched new digital member management platform

• Utilizing Agile, launched new mobile app, Sydney, that leveraged Artificial Intelligence to create personalized and engaging experiences for Anthem Members
• Developed and implemented third-party ecosystem strategy to provide Sydney Premier clients a customized and integrated benefit hub.
• Integrated LiveHealth Online SDK a telehealth capability into Sydney, providing members 24/7 access to virtual healthcare
• Collaborated with UX to incorporate customer feedback and User Acceptance Testing
• Applied customer-first strategy to product development and marketing materials
• Worked with program team to align the roadmap to capabilities and epics to ensure we were driving incremental value for members

Accomplishments

• Launched 20+ API and SSO integrations for Sydney Preferred clients
• Launched a new consumer-facing mobile app; Sydney Health for health care management
• Implemented Two Factor Authentication for login, registration, and credential recovery for Sydney Health
• Integrated multiple business partner experiences into Sydney; My Family Health Record, LiveHeatlh Online, and Sydney Care

• Collaborated across multiple development teams and Product Owners to determine and deliver effortless customer experience across application
• Ensured teams’ alignment on plan and timing for initiatives spanning multiple features
• Collaborated with UX to align on user interface and with feature product owners to ensure full customer use cases were documented
• Partnered closely with IT and release train to ensure priorities were identified and that any risks or blockers were documented
• Supported product team during Program Increment planning sessions
• SME for multiple features and was point of contact for all internal stakeholders with questions or needs in relation to products and features.

Accomplishments

• Successfully managed and launched comprehensive redesign of Anthem Anywhere (predecessor to Sydney)
• Streamlined access to cost transparency tools

• Supported Anthem's digital enterprise mobile application team using SAFe methodology
• Responsible for multiple features in Anthem Anywhere such as; ID Card, Find a Doctor, Estimate Your Cost, Engage, Care and Cost Finder, Live Health Online, and Personal Health Record for consumer and Medicare mobile experience
• Developed and refined epics and user stories, demonstrated software updates, managed backlog by prioritizing stories and identifying dependencies and risks, and managed cross-functional team

Accomplishments:

• Launched offline ID cards saving Anthem over $1M annually in production and postage costs

AT&T Active Armour formerly AT&T Call Protect

• Planned new product launch and app release while managing cross-functional implementation of overall roadmap.
• Managed Go-To-Market strategy for product launch, focused on mobile app storefront readiness and OEM preload strategy
• Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
• Communicated effectively with team members to assemble information and deliver updates on project milestones and deadlines.
• Developed product documentation to communicate upcoming features and products to internal teams.
• Managed cross-functional team and vendors to ensure alignment across client, network, and server enhancements and fixes
• Analyzed customer feedback via mobile storefronts and NPS reports to prioritize product enhancements.

Accomplishments

• Launched first wireless carrier product to market that offered spam and fraud call protection. Blocking or identifying millions of fraudulent and spam calls in first month of service

AT&T Family Map

• Managed cross-functional team and vendor
• Responsible for all aspects of product lifecycle including mobile and desktop applications
• Responsible for successfully reaching 2016 revenue goal of $20M as well as improving customer experience
• Drove marketing initiatives that increased product visibility and market performance
• Performed deep market research and competitive analysis to understand and effectively articulate product value proposition.

Accomplishments

• Exceeded Family Map revenue goal, 104% of forecast in 2014 and 96% in 2015
• Improved NPS (Net Promoter Score) by 18 points during tenure

Family Mobile Team Marketing Liaison

• Collaborated with product managers to create and maintain marketing for sales presentations and client meetings.
• Drove marketing initiatives to increase product visibility and market performance
• Collaborated with marketing team to define positioning, market messaging and planned market launch, public relations and lead generation campaigns.
• Supported marketing programs and campaigns by developing content and messaging to drive demand.
• Served as team compliance lead to certify that AT&T Family product portfolio met or exceeded all internal and government-mandated safety and security policies and regulations.

Accomplishments

• Received highest internal audit scores for all managed apps scoring 98% compliance for all products on average

• Managed AT&T PSMS (Premium Short Message Service) text-messaging and Mobile Application compliance programs
• Managed a cross-functional team to identify and track fraudulent acquisition and billing of AT&T PSMS subscribers
• Aligned closely with client team members to continually deliver value based reporting and identify research needs for AT&T, while providing excellent customer service
• Drove the approval of and managed a compliance testing program for AT&T branded and white-labeled mobile applications
• Publish monthly reports detailing refund rates of all PSMS short codes and identifying codes over the refund threshold that may pose a threat to AT&T subscribers
• Notified billing aggregators of unacceptable behavior and took necessary suspension or termination actions against non-compliant short codes
• Researched and investigated cramming, spamming, and incentivized marketing complaints from AT&T customers
• Facilitated ad-hoc in-depth reports of third-party billing entities and delivered reports to AT&T
• Acted as liaison between the AT&T mobile commerce team and inside/outside legal counsel
• Delivered AT&T compliance test reports to satisfy AT&T's internal audit requirements.

Accomplishments:

• Suspended or terminated over 100 non-compliant codes, helping preserve AT&T's reputation in the marketplace and decreased refund request calls to the customer care center for refunds
• Drove Business Development with AT&T by identifying new projects, which created new revenue streams to WMC Global