Michael Lyons CSPO, CSM

Experience

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  US Airways

  Oct 2002 - May 2011

  Project Manager / Business Analyst

  Created product vision for next generation service recovery for a global airline, including automatic passenger reaccommodation for disrupted flights, self-service kiosks in major hubs, and automated vouchers for overnight stays during disruptions. Implemented a web and mobile global notification application BeNotified to alert passengers of flight status and itinerary changes. Partnered with Passur Aerospace to improve ETA information for 6 major airports. Implemented Passur and improved the calculation of Estimated On Time to 99% accuracy. Total savings to the airline exceeded 1 million dollars annually. Defined project goals, collected and analyzed business requirements, and organized project plans to improve customer service, increase revenue, and promote customer self-service. Applications: Passenger flight notification web and mobile app, Automated booking, Automated flight disruption compensation and vouchers Industries: Airline; Transportation; Travel Prior positions include consulting services for Fortune 500 and Global 50 companies; and the United States Air Force and US Navy. Areas of Professional Services included network management, federal accounting systems, digital publishing, search engine optimization, digital rights management, and industrial field service management. Show less

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  American Specialty Health

  Apr 2012 - May 2022

  Senior Product Owner

  • Coordinate development with cross-team product owners, program managers, software engineers, test engineers, and customers to define features and technical user stories for UX-driven web-based and mobile applications.• Maintained and prioritized a backlog for development of consumer-facing websites including silverandfit.com, activeandfitdirect.com, activeandfitnow.com. Implemented chat technology for ASH web-based products. • Maintained and prioritized Internal web applications for two major call center management systems, and products to support coach to member wellness sessions using telephonic, chat, and video modalities.• Lead all scrum ceremonies. Development follows the agile scrum process with 2 week sprint cycles.• Lead inception sessions and influence stakeholders to address critical pain points. Write user stories and championed BDD/Gherkin format acceptance criteria for the IT organization. Create quarterly plans, develop roadmaps, and present progress in regular sprint reviews.Applications: External website and mobile applications developed include silverandfit.com, activeandfitdirect.com, empowered-decisions.com and chat for various ASH external products. Internal web applications include two major call center management systems, and products to support coach to member wellness sessions using telephonic, chat, and video modalities.CSPO and CSM CertifiedIndustries: Healthcare; Wellness Show less

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  Cigna

  May 2022 - now

  Product Owner - Advisor

  Leading a project to decommission services developed as the original solution for Cigna platform services, including Queues, Workflow Routing, Scheduling, and other services.Leading the greenfield design and development of a corporate wide configuration service to onboard insurance companies, reducing the time from 6 months to 90 days, with an estimated savings of $1.2 million per year.