My Recent Work Experience
EY
May 2019 - June 2024
Experience Design Leader
Led the Design team which focused on transforming complex internal business systems/processes into more streamlined, easier-to-use experiences with a focus on reducing friction and maximizing productivity. We focused on improving experiences within areas like Employee Customer Support, Talent/HR, Identity Management, and In-Office Experiences.
Highlights include:
- Hired and managed a team of 12 globally distributed Senior UX Designers.
- Led Support Experience Transformation Project, which using AI powered assistance has reduced human-based reactive interactions by 46% (year-to-date) with an end goal of 80% by 2025 and created proactive, AI-led tech support experiences that identify issues BEFORE they occur.
- Lead the redesign of In-office booking of rooms/desks from being managed across 4-7 disparate, regional based systems that are designed around technology limitations, down to 2 focused, global systems with experiences designed to cater to specific user needs. Saved the firm $2M+ annually.
- Lead the design of a completely reimagined AI-driven HR platform, focused on providing employees with contextually relevant information about their working world throughout their employment journey at EY in an unobtrusive and delightful fashion, scaled to deploy to the global footprint whilst being customized to meet location specific customizations. Initial tests showcased a 62% reduction of reactive contact to HR support professionals and an ongoing NPS of 75+.
Comcast Business
January 2017 - April 2019
Creative Director, Experience Design
Served as Executive Creative Director for Comcast Business client, working on-site to build out an internal team of 30+ designers, researchers, and UI Devs to manage existing customer experiences, technician experiences, and redesign new customer acquisition channels and digital marketing platforms.
Highlights include:
- Led a comprehensive redesign of small business client acquisition experiences, incorporating prospective customer input to enhance engagement and meaning. This resulted in an initial 47% increase in acquisition closure rates. Additionally, implemented additional in-depth funnel tracking for Small Business Sales teams, providing valuable insights to help drive further improvements in the acquisition process.
- Led the creation of the Comcast Business design system, helping reduce project time for both designers and front-end developers.
- Revamped existing customer support experiences to be more interactive and self-diagnostic, resulting in a 37% reduction in human-led support interactions. This initiative also contributed to a 22% increase in CSAT (from 65 to 87%).
- Transformed all tech facing apps to be more user friendly and guided, drastically decreasing in-field tech to call center contacts by over 80% weekly and saving $10K/month in support costs.
Sapient Razorfish
May 2016 - January 2017
Associate Creative Director, Experience Design
Was a lead on multiple cross-channel experience projects with a variety of clients ranging from Michelin, Carnival Cruise Lines, CBL Properties, and various new business pitches (including USAA, Aetna, and Coca-Cola).
Highlights include:
- Helped to craft both strategic and tactical user research to help drive end results. Worked with DEV and Strategy teams to help deliver measurable outcomes to our clients.
- Worked with Michelin to reduce complexity of their digital product catalog, redesigned the product finder experience and increased online referral sales by 44% year-over-year.
- Led the design and implementation of the on-ship Carnival Pixels Photo Gallery experience, increasing on-ship sales of photos by just over 40%.
OTHER RELEVANT WORK EXPERIENCE
September 2011 - January 2016
Freelance Consultant, Experience Design
Multiple Companies
Experience Design Consultant for a range of companies such as IHG, Kimberly Clark, Home Depot, Home Decorators Collection, RaceTrac, NAPA, Coca-Cola, Lowes Home Improvement, Visa, and GE. Engaged in various roles, including advocating for UX with executive teams and establishing design organizations, helping create and conduct user research to help drive design direction. Was also responsible for helping to drive programs/projects to completion.
May 2006 - September 2011
Lead Experience Architect
EyeWonder
Founded and led global UX organization and established end-to-end design processes, including research, wireframing, and rapid prototyping. Created comprehensive UX standards and a reusable control library. Conducted international usability studies to drive user-centered design decisions. Developed competitive analysis and go-to-market strategies while managing strategic partnerships with Adobe and Microsoft. Oversaw market research and product requirements to align with customer needs.
May 2003 - May 2006
Partner
VMH Solutions, LLC
Co-founded and ran a personal boutique consulting firm specializing in integrated marketing, UX design, and IT solutions for local SMBs across diverse industries. Drove end-to-end client success through strategic marketing campaigns, brand development, and technology optimization. Provided hands-on expertise in digital/print design, media planning, retail space optimization, and IT infrastructure recommendations.