About Me
Action-oriented, results-driven strategic design leader with strong operational skills, supported by certifications in both customer and user experience leadership. Proven track record spanning strategy, innovation, visual design and comprehensive end-to-end customer experiences.
I’m a strategic design leader passionate about moving companies toward human-centered omnichannel experiences. My interest is the intersection between brand, design, experience, and innovation within service and/or product environments. I believe a better experience means better business.
Throughout my extensive career, I’ve had a broad background building and shaping experiences and design programs for small startups to Fortune 500 organizations. I’ve been honored with multiple forms of industry recognition for my design work, have spoken and taught at business and collegiate levels about design, and have mentored many startups regarding their customer experiences.
Key Accomplishments
Scaling + Maturing
- Developed team governance framework that was piloted to mature and advance an enterprise-wide journey-led transformation initiative.
- Developed templates and frameworks to mature team operations, which were adopted by peer teams across a Design capability. These addressed topics like establishing team charters, assessing project scoping and team capacity, establishing team cadences, and tracking team health and performance.
Driving Business Impact
- Led a company-wide rebranding initiative that increased customer acquisition rates beyond 130% among various customer segments.
- Established MVP Voice of Customer (VoC) capability, which resulted in improved CSAT response rates by 3% and the benchmark of an enterprise-wide NPS metric.
Influencing Strategy
- Championed various design strategy and branding initiatives that uncovered customer insights and led to successful new startup launches. Industries included ecommerce, health & wellness, finance, and agriculture.
- Partnered with product, engineering, and executive sponsorship to define roadmap(s) that aligned design with business objectives on behalf of an enterprise line of business to launch a pilot online and mobile experience for 200k customers.
Cross-Functional Leadership
- Aligning with business value, defined and implemented ways to measure KPIs for high performing design outcomes that was reported quarterly to cross-functional leadership.
- Co-championed cross-functional digital delivery best practices that improved collaboration between design, product, and engineering focused within multiple enterprise based lines of business.
About Me, Personally
- Although you may not notice it at first, I’m an introvert.
- I’m a wife, a sister, a daughter, and a cat owner.
- I’m a maker at heart. I love making tactile things like pottery, macrame, and lotions.
- My grandparents were very active in exchange programs which exposed me to a lot of different cultures at a young age. Those experiences shaped the trajectory of my life in many ways, including having a genuine appreciation for different points of view.
- I love being outdoors because it grounds me mentally and emotionally. My husband and I love to hike and travel.