BD Brandon Dalaly CSPO

Functional AI Consultant | Product Management Specialist | Expert in AI Strategy and UX Design

AI product leader driving intelligent digital innovation.

I help teams turn complex customer-service ecosystems into useful digital products: conversational AI, virtual assistants, IVR journeys, benefit guidance, contact center tooling, and mobile experiences that are easier to understand and scale.

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Portrait of Brandon Dalaly
10+ yrs
Product, UX, and delivery leadership
AI + IVR
Virtual agents, digital chatbots, and service automation
Mobile
App strategy, design systems, and feature flows
Positioning

A product manager who can move between strategy, UX detail, and technical delivery.

My strongest work sits where customer needs, operational complexity, and emerging technology collide. I partner with design, engineering, data, business, and operations teams to define product direction, shape interaction models, translate ambiguity into backlogs, and ship experiences customers can actually use.

Expertise

Where I create leverage

AI product strategy

Discovery, scope, roadmap shaping, and practical execution for AI-powered customer experiences.

Chatbots and virtual agents

Conversation flows, escalation logic, intent strategy, UX patterns, and business-ready product requirements.

IVR and contact center systems

Service journeys that connect self-service, agent support, routing, analytics, and operational outcomes.

Mobile app strategy

Feature definition, UX design, acceptance criteria, and cross-platform flows for consumer-facing apps.

Agile delivery

Backlog ownership, release planning, Scrum ceremonies, stakeholder alignment, and pragmatic launch sequencing.

UX and prototyping

Figma, interaction design, usability-minded requirements, journey maps, and high-fidelity prototypes.

Recent work

AI chatbots, responsive experiences and mobile app design

Citizens Bank | Product lead

CiZi Digital Assistant

Led product direction for CiZi, a digital assistant experience focused on helping customers get service answers faster through AI-supported self-service.

  • AI assistant
  • Conversational UX
  • Banking support

Alaska Airlines | IVR Experience and AI companion concept

IVR Experience and Virtual Companion UI/UX

Product lead for Alaska Airlines IVA telephony experience. Designed a virtual agent proof of concept for the Alaska Airlines e-commerce experience.

  • Travel support
  • Prototype
  • AI companion
Open Figma prototype

CVS Health | Senior product manager and UX designer

Benefit Recommendation Tool and Ask Emma

Led product and UX work for benefit recommendation experiences and the AI Emma chatbot, helping members navigate coverage decisions with clearer guidance.

  • Benefits guidance
  • Healthcare UX
  • AI chatbot

Blue Cross Blue Shield of Michigan | Product manager and UI/UX designer

Member Portal, Bill Payment, Help Center, and Cost Transparency

Led redesign initiatives across high-use digital service areas, including member portal homepage, billing, help center, shopping, and cost transparency tools.

  • Member portal
  • Responsive web
  • Healthcare service

Blue Cross Blue Shield of Michigan | Product owner, UX lead, analyst

MIBlue Virtual Assistant

Helped architect the MIBlue Virtual Assistant, shaping AI interaction flows and UI elements for a healthcare support experience.

  • Virtual assistant
  • Interaction flows
  • Support automation

Blue Cross Blue Shield of Michigan | Lead UI/UX designer and senior analyst

Mobile App Design

Created acceptance criteria, design elements, iconography, and mobile app flows for member-facing product features.

  • Mobile UX
  • Acceptance criteria
  • Feature flows
Open InVision demo

Archive

Earlier product, mobile, and creative work

Lincoln Motor Company | Project manager / UX shadow

Mobile Responsive Site

Managed brand site projects and supported mobile responsive UX direction while working at GTB.

Jacapps | Digital project manager / UX designer

Streaming Radio Apps

Contributed design work for multimedia streaming apps, including WRIF and WCSX, built on a modular CMS.

Personal app | Lead UI/UX designer

Wienergram

Designed an Android photo-editing app with mobile overlays and editing patterns that anticipated later social app behaviors.

Publicity

Innovation stories and media features

Press features and appearances connected to emerging technology projects, personal experimentation, and future-facing curiosity.

Publicity feature collage showing featured media outlets
Dr. Phil interview thumbnail Dr. Phil - I've Been Chipped CNN interview thumbnail My CNN Interview for Tesla Chip Implant WXYZ interview thumbnail WXYZ Channel 7 Interview for Chip Implant House Hunters recap thumbnail House Hunters Episode Recap
Portrait of Brandon Dalaly in Detroit

About

Product manager, UX partner, and practical AI strategist.

I have more than a decade of experience leading end-to-end product management, UX, design, and delivery initiatives across healthcare, financial services, travel, automotive, and media.

My background blends psychology, computer science foundations, and hands-on product execution. That mix helps me translate user behavior, stakeholder goals, and technical constraints into product experiences teams can build and customers can trust.

AWS Lex Kore.AI Cresta AI Figma Jira / ADO Salesforce Google Analytics Adobe Creative Suite HTML foundations Agile + Waterfall

Contact

Let's talk more about your AI product vision or contact center servicing goals.

Connect on LinkedIn Review work