Rana Shtayyeh

Fairfax, VA ***** 703-***-**** adrfka@r.postjobfree.com LinkedIn Profile

DIRECTOR CUSTOMER EXPERIENCE (CX)

Program Strategy & Execution CX Management Project Leadership

SUMMARY

Highly credentialed industry thought leader and customer experience management professional with 10+ years of expertise driving business transformation and a customer-centric approach to product portfolio management.

Leverages exceptional strengths in translating business intelligence and data analytics into actional insights to deploy innovative strategies, solve complex business problems, and drive customer experience optimization.

Possesses a Master’s Degree in Technology Management from Georgetown University, a Bachelor of Science in Finance from George Mason University, and a multi-faceted skills and project portfolio.

A Certified practitioner of Agile Methodologies, Scrum Product Owner, Human-Centered Design, Six Sigma, Customer Experience, Project Management, and ITIL Foundations.

CORE COMPETENCIES

Program/Project Management & Execution Continuous Process Improvement Customer Relationship Management Organizational Change Management Data Analytics & Reporting Operations & System Integrations Business & IT Strategic Planning Process Governance Team Leadership & Training Product Ownership Customer Journey Mapping Research & Benchmarking Storytelling Product Roadmaps Resource Allocation & Management

SELECT ACHIEVEMENTS

Proven leader in the development of a cross-functional engagement model with internal/external customers, driving co-creation of key journey maps, personas, and a measurement framework integrated into the product delivery prioritization model to maximize customer experience.

Designed executive level VoC dashboard and reporting tool, aggregating multiple data sources and key performance indicators, connecting insights to customer experience and business outcome.

Cultivated an Agile culture and transitioned a project team of eight in the framework adoption, including the use of Jira, Features, EPICS, and user stories, driving greater efficiencies and stakeholder engagement.

Recognized for successfully managing the Customer Tool Adoption program from inception to completion, leveraging Agile principles for 300 clients. Designed the process and Salesforce reporting capabilities and facilitated training for 100+ account executives. 100% of the clients deployed the solution, and objectives were met.

Improved the quality of business cases by 30% after establishing standards and improved processes, including an automated business case preparation tool, educational materials, training sessions, and weekly quality reviews. Trained 50+ IT PMO project team members and gained adoption by 80% of the management team.

CAREER OVERVIEW

FREDDIE MAC – Mclean, VA 4/2014 - present

Chief Product Owner-Client Experience 5/2020 - present

§Accountable for developing and driving the execution of product roadmaps, and a data driven journey toolkit, designed to capture persona, journey mapping and analytics. Tracking key moments, pain points and opportunities across different segments and touchpoints.

§Establish standards and design processes to strengthen CX research and analysis methodology, enabling omnichannel text analytics, augmenting operational & transactional data to present actionable recommendations

§Support mature VoC tools strategy, including text analytics program, identifying gaps and making recommendations.

§Mentor and engage team members throughout the Agile/Scrum development process and sustain a culture of information sharing to encourage and gain diverse perspectives.

§Establish the program vision, build, and grow cross-functional and stakeholder relationships and empower team members to drive innovation and own the problem-solving needs.

§Lead the development, maintenance, and re/prioritization of the program backlog into stories for implementation based on user value and time.

Project Manager-Client Experience 1/2019 – 5/2020

§Managed strategic cross-functional projects, driving ownership, enabling transparency, and proactively addressing team and project needs to optimize delivery, mitigate risks, manage, and resolve issues

§Responsible for building and facilitating presentations, developing policies and procedures, coordinating meetings, and working sessions, and conducting research and analysis.

§Built process and reporting capabilities for account executives within the Salesforce tool to track customer adoption progress and related data points.

§Managed the full program lifecycle from inception to completion, including building roadmaps, establishing, and tracking timelines, resource management, and status reporting utilizing program dashboards.

Project Technical Lead-ITPMO Delivery and Execution 7/2016 – 1/2019

§Collaborated with the enterprise architecture team to create a service catalog and documented standard operating procedures, process flows, and service level agreements.

§Fostered partnerships with the IT risk management team on audit remediation projects, ensuring timely planning and implementation.

§Designed and supported the branding of department Share Point sites to effectively represent 20+ service offerings throughout the organization.

Program Management-ITPMO Governance and Operations 4/2014 – 7/2016

§Served as the reporting lead and subject matter expert for CIO-sponsored project initiatives, such as the Earned Value Management System that enhanced visibility throughout the project lifecycle.

§Designed and developed program and portfolio reporting tools, such as resource trackers, dashboards, and scorecards using multiple source systems to represent project performance and enable early warning for at-risk projects.

§Led the process re-engineering effort to establish an automated governed project and program and portfolio reporting tools, resulting in standardized reporting across IT with a 70% efficiency gain.

§Designed and deployed a quarterly IT customer satisfaction survey and, analyzed the data to identify strengths, weaknesses, needed areas of improvement, and implemented a call-to-action change management plan.

§Key stakeholder in establishing formal governance processes within the IT project management office supporting $7M project portfolios.

KPMG – Mclean, VA 7/2010 – 4/2014

Senior Associate

§Designed and documented current-state and future-state workflow processes in support of a full-scale implementation of a demand management pipeline tool.

§Conducted research on benchmark IT metrics for business performance, risk and controls, financial performance, and human capital metrics to assess and support clients' business needs.

§Successfully decreased the number of hours spent on the forecasting and reporting process by 50% by centralizing the work and development of automated tools.

EDUCATION & CERTIFICATIONS

Master’s Degree in Technology Management Georgetown University 2017

Bachelor of Science in Finance George Mason University, Fairfax, VA 2010

Associates in Information Technology Northern Virginia Community College, Annandale, VA 2008

Forrester CX Certification 2022

Certified Scrum Product Owner 2021

Certified SAFe® 4 Agilist 2018

ITIL Foundations 2016

Project Management Professional (PMP) 2015

Six Sigma Yellow Belt 2015

Accredited Mortgage Professional (AMP) 2019

TECHNICAL PROFICIENCIES

MS Office Suite MS SharePoint JIRA Tableau MicroStrategy PeopleSoft Mural VoC Tool Clarabridge Medallia ITIL Waterfall Agile SAFe

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