Katherine Davis

IT Senior Strategist @SMUD

Sacramento, CA, US

IT SENIOR STRATEGIST – Enterprise Customer Platforms, IT Applications (February 2022 to present)- Establish technology strategy for customer-facing platforms to modernize, consolidate, and innovate. DIGITAL STRATEGIST – Customer Services and Operations Department (June 2019 to February 2022)- Set the 5-year vision and plan for digital self service channels (web, app, IVR) and agent-assistance channels (phone, chat, email, video calls, social) and tools (CRM, chatbots)- Supported the SMUD Zero Carbon Plan as the strategist for customer-facing technology- Serve as a coach/mentor for other Product Owners as new teams are formed.AGILE PRODUCT MANAGER AND PRODUCT OWNER, Lean Portfolio Management Department (September 2017 to June 2019)- Hand-picked by business and IT leadership to serve as the Product Owner of the Digital Self Service Product Team, SMUD’s first Agile Product Team- Managed the Digital Self Service Product Team, a cross-functional team of 12 that included IT and business resources. Partnered closely with business and IT leadership to stand-up the team and ensure an on-going backlog was planned and prioritized. SUPERVISOR, Customer Care Planning Team (Sept. 2017 to March 2018 | served in this role at the same time as Digital Self Service Product Owner)- Served as Supervisor for two Strategic Planner staff members. DIGITAL CHANNEL PLANNER, Digital & User Experience Team (October 2015 to August 2017)- Established SMUD’s Digital Foundation and Personalization Strategy to ensure digital is the primary customer servicing channel by 2020- Developed digital channel strategies and partnered with IT to plan the marketing technology stack- Composed business case documentation and established project budgets.

University of Wisconsin-Milwaukee

Bachelor of Arts (BA), Journalism and Communications