Lindsey McNeal

About Lindsey McNeal

I build AI-powered contact center products, from strategy and roadmap through design, integrations, and go-live, in environments where the stakes are high and the complexity is real.For the past 7+ years I’ve led IVR and IVA program and product work in enterprise financial services, owning end-to-end delivery across conversational design, caller authentication, self-service intent frameworks, routing logic, and CCaaS platform integrations. I’ve worked hands-on with Genesys, Five9, Sierra, and NLP-driven voice AI, and I know what it takes to ship a contact center product that actually performs.As a Product Owner, I sit at the intersection of operations, engineering, and business stakeholders, translating ambiguous requirements into structured backlogs, clear design decisions, and builds teams can execute on. I’ve led authentication standardization across multiple business units, designed several self-service capabilities, defined JSON payload specs for platform integrations, and built reporting frameworks tied to real business outcomes.I’m also actively building with AI, using tools like Claude Code to develop reusable agent infrastructure, prompt tooling, and SQL analysis workflows for my team. I don’t just manage AI products; I use them daily and understand where they break.I’m passionate about the intersection of AI and customer experience, and I’m always interested in connecting with others building in this space.

Experience

1. Product Owner

   Prudential Financial

   Feb 2025 — Present · Chicago, IL, US

   Ownership of a product roadmap for self-service experiences across high-volume call flowsLeverage AI tooling (Claude Code) to automate transcript analysis, SQL workflows, and requirements documentation — accelerating delivery and reducing manual analysis effortPrioritize scalable backlog across teams using JiraApplied front-end development tooling (React, GitHub, VS Code) to support prototyping and product deliveryDeep partnerships with architecture, engineering, and vendor teams to design IVR botsLeading cross-functional analytic initiatives, aligning development, reporting, and web ops team to deliver an end to end journey viewExecuted guided A/B testing of voice bot persona models, improving trust signal metrics and boosting enrollment take rates by 36% Designed reporting frameworks linking bot interactions to CX KPIs for transparent containment measurement

Education

• Utah State University

  Bachelor of Science (BS), Economics

  2005 — 2009

• Strayer University

  MBA, Business Administration and Management, General

  2009 — 2011