Wayne State University

Hillsdale College

Vice President, Digital Engagement at Aflac

Providing clients with Strategy, Digital Marketing Consulting, User Experience Research, Design & Measurement, Digital Communications and Change Management

Phoenix Digital, LLC

Independent Digital Technology Consultant

Led Aflac’s central UX and CX team focusing on the top customer facing digital properties. We drove digital product strategies for Aflac through the creation and communication of customer experience insights, user-centric designs, and digital standards. We amplified the voice of our brand through digital experiences that solve problems for Aflac’s insureds, agents, brokers and employees. 

Key accomplishments from my time with Aflac:
•	Grew team from 3 to 19, retained top performers, enabled 25% of the team to experience promotion over three years
•	Developed an award-winning intranet featuring intuitive content management tools, enabling a distributed team of 80 to collaboratively manage information for Aflac.
•	Consolidated 7 different PDF digital style guides into a single online style guide with continual updates from across Aflac digital teams (design.aflac.com), reducing design inconsistencies and improving ease
•	Built Aflac's digital accessibility program with tools, resources, training and governance
•	Led a cross-organizational team that retained millions in annual premium through a journey-based digital communications campaign using Salesforce Marketing Cloud
•	Increased ease scores for key customer-facing digital properties through agency quality in-house UX design and research

Aflac

Vice President, Digital Engagement

As part of the merger of HPE and Computer Sciences Corporation, led the new DXC global End User IT Services team responsible for ensuring 130,000 employees had the technology they needed to be productive at work, including tools and services for communication through voice and video, collaboration, mobility and IT support
•	Led integration efforts for productivity technology, aligning on the best tools and technology across merged companies. 
•	Provided requirements, key performance indicators, roadmap and strategy to IT delivery teams 
•	Oversaw a user-centered design approach to rolling out IT changes, improving employee productivity and efficiency

DXC Technology

Executive Director, End User Technology Employee Experience

I led a team of 300 technology professionals who delivered innovative technology solutions to employees and customers to improve productivity and drive better experiences. We acted as the face of IT – overseeing user experience research and design, content and messaging, self-help support, employee experience, and more. Key accomplishments include: 
•	Delivered several new tools to get employees back to productivity quicker including a Password Reset Tool, a desktop notification app, an 'image on a stick' tool and a redesigned IT chat interface for the Help Desk
•	Gained significant efficiency in our company-paid mobility program through tools, technology and targeted messaging to subscribers

Hewlett Packard Enterprise

Senior Director, Workplace Experience Services

I led an agile team of 45 user experience and technology experts focused on improving the everyday experience for HP's global workforce. We oversaw technology-related messaging to ensure employees receive relevant and easy to understand updates about their technology at work. Key accomplishments: 
•	Upgraded and simplified the tech support experience through the development of a personalized and context-sensitive online help portal (using Salesforce Service Cloud) – deflecting from the IT Help Desk and driving self-service. Key results: 10% increase year over year in employee satisfaction with the portal and  deflected more than 35,000 IT tickets in one year (measured through users indicating an article solved their problem). 
•	Supported the separation of HP into two separate companies by co-leading employee communications program with HR, helping to minimize technology-related disruption for all employees. 
•	Saved HP $17M in 2015 through campaign to shift conference calling within the company from traditional audio conferencing to Skype for Business. 
•	Drove higher adoption of technologies that reduced costs, improved productivity and enhanced the employee experience. Key results: 6% increase year over year in employee satisfaction with IT communications and 10% increase in employee satisfaction with IT web portal.

Director, Employee Experience Strategic Programs

Led a global team of digital marketing professionals to create and promote assets that enabled the total presentation of HP – the HP Experience – to flourish in the digital realm. 
•	Led the development of OneHP, an early internal social platform, saving millions of dollars in annual travel expenses through OneHP’s video + chat virtual events capabilities  
•	Published and promoted digital and brand standards and style guides, saving ~$1M by insourcing Brand site help desk activities
•	Published the HP Marketing intranet and digital communications; as well as HP.com compliance and auditing 
•	Scored 10 points higher for engagement with OneHP users in the annual workforce survey

Director, Communications and Digital Standards

My team and I created a comprehensive Digital Marketing Community program of engaged digital marketing professionals, vendors and contractors. We built community participation by enabling participants to connect through opt-in/out e-mail newsletters, ‘request for help’ features, daily news articles, workshop attendance, user generated content, etc. 

We advocated and evangelized a user-centered-design approach to digital asset development throughout the organization.

Manager, Digital Marketing Community

In this role, I led a 17-person team of Web designers, Web producers, graphic designers and programmers, overseeing the delivery of online communications to EDS employees through the company’s corporate Intranet site. Our team set online strategic direction for site objectives, user experience, and accessibility; ensuring that a common direction was effectively communicated to all constituents. We directed site-wide updates to EDS Web sites to evolve the company’s brand through the development of a global Web Standards program.

Manager, EDS Intranet

I worked as part of a 6-person startup, creating intuitive interfaces for client Web sites while staying within existing corporate identity parameters. I was also a key contributor to the creation of Streamline's corporate identity, including logo, Web site, and brochures.

Streamline Technologies

Senior User Interface Designer

I designed, developed and maintained several sections of the General Motors account divisional intranet, and I wrote, edited and formatted employee news articles and other Web content. I learned HTML coding, which has been so useful throughout my career.

EDS Corporation

Marketing Communications Specialist

I wrote, edited, and designed brochures, program overviews, the company newsletter, and press releases. I also led a project team responsible for the creation and execution of a Corporate Identification Program, ensuring consistency across all marketing communications initiatives.

Deb Pascoe Ermiger