Tom Swift

Operational Responsibilities: Optimizing digital touchpoints around advisor and customer experiences • Develops and oversees advisor- and client-facing platforms reaching 183k advisors and 800k clients • Collaborates with marketing, IT and business units to develop capabilities across the advisor and customer journey • Mobilizes cross-functional product teams to breakdown unhelpful barriers and operate in a more joined-up way • Manages subscriber billing platform and contact center servicing 20k interactions per month • Prepares and administers $47M annual operating budget and sources digital partners and technologies Transformational Responsibilities: Embedding digital skills and competencies into the business • Develops and maintains enterprise capabilities including mobile, the Web, design thinking, voice of customer, digital analytics, multi-channel content engagement and product management • Attracts and retains digital talent, building new competencies as well as reinforcing strengths that already exist thru training and education • Designed and co-located 200+ employees to a new 36,000 square foot technology innovation center that supports product team collaboration and innovation while helping attract and retain talent • Monitors and anticipates emerging trends, exchanges ideas with cross-industry peers, and conceptualizes innovative solutions that support and strengthen the business Strategic Responsibilities: Setting vision and communicating digital strategy and direction • Change agent responsible for jump-starting and leading our digital journey • Integrates digital strategies into the overarching corporate strategy • Engages, consults and articulates clear visions to the leadership team, the board and stakeholders • Selects winning projects that deliver high business value over time • Defines and tracks KPIs from the outset to measure adoption, engagement, revenue drivers, cost savings and customer satisfaction