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Elizabeth O’Connor

@elizabethoconnor

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Vice President of Digital Solutions at Exelon, scaling self-service adoption 67% across six utilities.

United States

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What I'm looking for

I'm seeking a Vice President, Information Technology position at Adaptive, where I can bring my digital strategy and operational excellence skills to support its mission of harnessing the power of the adaptive immune system to transform disease diagnosis and treatment.

At Exelon, I lead Digital Solutions for six utilities serving more than 10 million customers. I scaled digital self-service adoption by 67% through more than 650 releases while maintaining a 4.7-star app and a JD Power #1 ranking.

I launched a Human-Centered AI practice and CSR GenAI, cutting agent handle time by 18.5% with 80% adoption and $18.9M+ in cost avoidance. I also built an enterprise design system that reduced QA effort by 80% and development hours by 33%.

Earlier at Exelon, I helped shift teams to agile product delivery, established digital self-service foundations, and led the replacement of BGE's 30-year mainframe billing system with Oracle CC&B. I'm seeking a Vice President, Information Technology position at Adaptive, where I can support its mission to harness the power of the adaptive immune system to transform disease diagnosis and treatment.

Experience

Work history, roles, and key accomplishments

Current

Vice President of Digital Solutions

Current

Exelon

Jan 2021 - Present (5 years 9 months)

Leads Digital Solutions for six utilities serving 10M+ customers, overseeing digital interactions, apps, and enterprise architecture. Scaled digital self-service by 67% and launched a Human-Centered AI practice reducing agent handle time by 18.5%.

Digital Strategy AI GenAI Enterprise Architecture Billing Middleware APIs MDM IVR Agile Design Systems WCAG Oracle CC&B Boomi TIBCO

Chief Safety Officer & Vice President of Support Services

Exelon

Jan 2018 - Dec 2021 (3 years 11 months)

Oversaw environmental, fleet, safety, security, training, and real estate functions. Transitioned BGE to Serious Injury and Fatality prevention, directed COVID operational continuity, and modernized field training with VR modules.

Risk Management Safety Fleet Electrification ISO 14001 VR Training Mobile Application Developer Continuity Planning

Director, Digital New Products & Services

Exelon

Jan 2018 - Dec 2018 (11 months)

Pivoted Exelon Utilities from waterfall to agile product teams, built the first in-house digital team, and initiated foundational self-service products. Directed AR, AI, omnichannel, and wearable pilots.

Agile DevSecOps Mobile Development Product Management AR AI Omnichannel Wearable

Director, Customer Strategy and Governance

Exelon

Jan 2014 - Dec 2018 (4 years 11 months)

Led BGE's digital strategy, billing updates, and channel growth for 1.3M customers. Built the digital CX foundation including responsive web, native mobile, Live Chat, and two-way outage texting.

Digital Strategy Customer Experience Mobile Web Live Chat Payments Billing

Manager, Customer Care Center

Exelon

Jan 2012 - Dec 2014 (2 years 11 months)

Stabilized BGE care center post-CCB go-live, coached agents, implemented IVR skill routing, and applied human-centered design to reduce handle time.

Customer Service IVR Coaching Human Centered Design Call Center Management

IT Manager, Customer Care & Billing Project

Exelon

Jan 2008 - Dec 2012 (4 years 11 months)

Replaced BGE's 30-year mainframe billing system with Oracle CC&B, managing onshore/offshore development, testing, and go-live while managing vendors.

Oracle CC&B Project Management Vendor Management Mainframe Migrations Testing

IT Manager

Constellation Energy

Jan 2004 - Dec 2008 (4 years 11 months)

Guided Oracle e-Business team, added digital expense tools, and secured customer data across investigations, bankruptcy, and third-party processes using Documentum.

Oracle E Business Suite Documentum Data Security Expense Management

Consultant

Z, Inc. & PricewaterhouseCoopers

Jan 2000 - Dec 2004 (4 years 11 months)

Designed Section 508-compliant FDIC asset tracking system and accessibility accommodations for a blind care center employee. Developed Java apps at PwC.

Java Section 508 Accessibility Asset Tracking Cross Functional Collaboration

Education

Degrees, certifications, and relevant coursework

Hofstra University

Bachelor of Business Administration, Business Computer Information Systems

Activities and societies: Four-year dual-sport Division I Scholar-Athlete; Captain, Field Hockey & Lacrosse

Earned a Bachelor of Business Administration with a focus on Business Computer Information Systems and a minor in English. Was a four-year dual-sport Division I Scholar-Athlete and captain of field hockey and lacrosse.