Senior Director, Digital and Communication Experience
Florida Power & Light Company is the third-largest electric utility in the United States.
As a forward-thinking Sr. Director of Enterprise Digital Strategy and Experience, I have led the charge in shaping end-to-end digital and communication experiences at NextEra Energy for nearly two decades. With a strong focus on innovation, I excel at driving strategic initiatives, fostering team collaboration, and delivering impactful results. My expertise includes developing and implementing digital customer and employee experience strategies, multi-year roadmaps, and integrating a comprehensive digital strategy across various channels. I have successfully led the deployment of a transactional and marketing-based communication platform, incorporating data and predictive models to deliver personalized experiences for our customers. My leadership approach focuses on agility and execution, incorporating technology, process, and user experience improvements. With direct oversight of a global deployment team of hundreds of members, I manage large-scale project teams and operating budgets, RFP processes, and third-party integrators and technologies. My dedication to digital experience, strategy and data governance has led the team to earn the prestigious recognition as the number one online customer support website for all utilities in North America by JD Power. I take pride in being a change agent for digital transformation at NextEra Energy, building consensus across senior leadership and the organization. My accomplishments include the establishment of FPL's digital approach for storm and emergency communications and a proven track record of successfully bringing large-scale projects to market. I am passionate about developing and utilizing KPIs to measure the effectiveness of digital channels and ensuring ongoing optimization. Connect with me to discuss digital strategy, innovation, customer experience, and how we can work together to drive success in the ever-evolving digital landscape.