Strategic Innovation
Channeling problems into impactful opportunities. Working to define how emerging technologies and new businesses will evolve the future customer experience. Directing product and delivery roadmaps.
Service Design & Delivery
Choreographing how digital and non-digital channels come together into a single journey or experience. Designing across all touch-points or moments of the customer lifecycle.
UX Craft & Delivery
Leveraging data and insights to design and deliver well crafted experiences via mobile, web, and chat experience. Crafting live experiments to test and iterate quickly. Leveraging and expanding design systems where needed. Creating strategic pattern definition and direction to scale solutions that work.
Organizational Design
Working to craft business cases, success metrics to align business and customer impact and align design work to OKRs. Partnering with stakeholders to evolving their organizational structure to operate new digital products, features, and or services.
Leadership
Philosophy
How I manage happy & healthy teams
01
Be the connective tissue
Navigate between altitudes, audiences, and expectations. Bridge the gaps between executives and execution, customer and business impact, technology and customer experiences, strategy and delivery.
02
Ask the uncomfortable questions
Be a change agent, challenge the status quo. The questions that no one else is asking are the ones that unblock breakthrough thinking.
03
Create safety with bold advocacy
Create safety not through comfort, but through relentless advocacy, for users, for care providers, and for my team. Make it safe to do the right thing.
04
Personalize the path
Culture matters most. Create thoughtful career pathways, and find targeted opportunities that meet both business and personal growth goals.
Design Impact
100+
Projects Completed
45
Largest Team Managed
8
Different Industries
20+
Years of Experience
Client Industries
Healthcare Design
As Design Director on Kaiser Permanente and Humana work, I led clinical care program delivery optimization focused on complex condition management for diabetes and COPD patients. I also designed insurance plan busying experiences to help members better understand and maximize their drug plan benefits.
Financial Management
Working with both finance startups and Fortune 500 companies to help people better manage their finances, inclusivity leading to the design of family and banking tools at Bank of America. At Chase, I spearheaded the digital servicing strategy to empower digital self-service, optimizing AI chat experience and updating our communications ecosystem.
Government Services
I worked with federal and state governments (Texas, California, New Mexico) to improve citizen access to critical safety net programs including SNAP, EBT, child support, and Medicaid. I optimized digital, office, and telephonic enrollment processes to operate seamlessly across channels, making it easier and faster for citizens to access benefits while reducing government costs and overhead.
Additional Industry Experience
