My Experience
I’m a strategic UX Leader with 20 years of experience creating product and service ecosystems that delight users and drive business impact.
Where I have worked
JP Morgan Chase
Executive Design Director of AI Servicing, Dec 2022- Present
At Chase I lead of team of UX designers, content strategists, conversation designers, and researchers to optimize our digital servicing experience for our 55 million active mobile and web users. We partner closely with our operations partners to ensure customers can manage and service their accounts via messaging in app and outbound (text, SMS, email), AI powered search and chat, task flows, and servicing hubs avoiding the need for a call or in some cases making that call more effective. We are the connective tissue across different delivery teams and we work to anchor them in one vision and strategy to deliver cohesive journeys for our customers, call center agents, and bankers.
Humana Insurance & Home Care
AVP of Design, August 2019- Nov 2022
At Humana I led a team of strategists, UX designers, and content designers inside the retail business unit. Our mission was to streamline access to care for every person over 65. For those who are new to the Medicare system, navigating a new insurance ecosystem usually comes at time when they are managing multiple complex conditions and reduced mobility. Our experience design team worked to simplify the language, simplifying plan selection and summaries to optimize understanding, and developing integrated care via digital mobile experience. We developed and launched care plan management integrated with plan management to optimize benefits and simplify care access and ultimately condition management.
Fjord, Accenture Interactive
Design Director & Studio Lead Dec 2014 - September 2019
I led a multidisciplinary team of consultants to partner with clients in co-creating end-to-end digital experiences. I co-developed a POV and approach with the global lead for Accenture data and analytics to incorporate data into our strategic design process. I led projects across health, technology (cloud computing), finance, and retail.