Frank Zmuda

Owned product strategy and execution for a RAG-based enterprise AI platform ingesting multimodal documents and securely surfacing enterprise knowledge for 50+ global business units. Authored PRDs, set roadmap and quality standards across retrieval pipelines, reporting, and configuration tools, and led GDPR/CCPA DSAR privacy rights automation to improve request fulfillment efficiency.

Led go-to-market strategy and roadmap for new digital capabilities and partnered with call center and customer contact teams to turn insights into workflow improvements. Used journey mapping, service design, speech analytics, and data storytelling to prioritize the backlog and reduce complaint drivers, cutting cost-to-serve per policy 15% and delivering $800K projected annual savings.

Secured executive support for a $5M enterprise ratemaking platform and led dual-track Agile delivery with hypothesis-driven feasibility/viability validation. Managed a team of 8 direct reports and improved delivery speed from 8 months to 4 weeks while saving $1.5M annually in vendor licensing and maintenance.

Led a cross-functional DevOps/XP team to deliver a self-service policy-rules platform under budget within 6 months, reducing customer service call volume by 15%. Drove automated underwriting and trailing-document OCR intake, improved customer letter accuracy and efficiency by 50%, and delivered a VIN validation API saving $1.5M over three years.

Managed a team of 8 direct reports across platform product roles, owning hiring, performance management, salary administration, and staff development. Directed platform product and mobile platform strategy and delivery, and as a solutions architect defined system designs across data, integration, and platform layers.

Systems Analyst at Encompass Insurance.

Software Developer at Accenture.

Earned a B.S. in Information Systems Technology at Southern Illinois University.

Completed the certification program titled “AI: Implications for Business Strategy.”