Director. Product Strategy & Management

• Apr 2023 - Present

Director. Experience Deisgn

• Aug 2022 - Apr 2023

Lead Innovation Strategist - Human Impact Studio

• Feb 2021 - Apr 2023

~ Client Outcomes across the public sector and (B2B, B2C, D2C) domains Unlocked growth engine by productizing operational expertise that led to a $225m investment, SPAC acquisition, and expanded company's worth to $2.6bn Redesigned large-scale cloud migration to be human-centric to enhance developer experience, adoption, and business agility.  Designed technical advisory boards to steer future investments and increase the velocity of innovation and decision-making. Created business models, value propositions, product vision, strategy, MVP definition, and roadmaps Established agile-lean UX integrations to reduce the risk of adoption and accelerate client delivery ~ Business Transformation - Practice Leadership Increased revenue by 15% in 6 months via strategic offerings, sales enablement, and thought leadership  Redesigned talent acquisition to increase the quality of hires, conversion rate, and internal mobility Show less

Founder & Product Manager

• Feb 2020 - Apr 2023

 Launched CareerFIT, a personalized skill assessment service ~ NPS: 84 and 100% referral rate (D2C)  Launched CareerEQ, an online career exploration course ~ NPS: 100 and 100% referral rate (D2C)  Owned the lifecycle from vision to implementation; Hired and managed a cross-functional team of 4  Launched CareerFIT, a personalized skill assessment service ~ NPS: 84 and 100% referral rate (D2C)  Launched CareerEQ, an online career exploration course ~ NPS: 100 and 100% referral rate (D2C)  Owned the lifecycle from vision to implementation; Hired and managed a cross-functional team of 4

Sr. Product experience Manager

• Jul 2019 - Jan 2020

~ Unlocked revenue growth  Unlocked $5M opportunity gaps and influenced FY priorities of high ACV (annual contract value) segments such as retail, on-demand, and QSR (quick-service restaurant) verticals  Identified a $3.5M monetization gap in enterprise email capabilities & steered product strategy  Improved B2B retention by 15% by increasing marketing ROI via better end-user personalization  Increased flagship feature engagement by 12%; improved high-revenue customer loyalty by 20% ~ Established partner strategy playbook & increased partner revenue and growth  Established braze alloys partnership playbook to streamline partner journey comprising identification through ranking. Established cross-functional OKRs to increase accountability  Increase in partner retention by 7%; partner revenue by 12%; ecosystem expansion by 10% ~People Management  Secured executive buy-in and set dedicated UX research teams and designed career growth ladders  Designed rituals and processes to promote cross-functional alliances and evidence-based decision making Show less

Innovation Lead ~ Experience & Product Strategy

• Jan 2017 - Jul 2019

1. Digital Transformation Program Manager: T-Mobile – Omnichannel Marketing (B2C)  Established omnichannel contact strategy to enhance personalization and increase the lifetime value  Saved 2M by eliminating low ROI initiatives and reduced website abandonment by 15%  Coached and designed customer-centric, lean experiments to test and iterate marketing campaigns 2. Sr. Product Strategy and UX Research Lead: Best Buy - Mobile Retail (B2C and D2C) ~ Accelerated market fit and increased revenue:  Established MVP and established market fit for 10mn service portfolios (IoT, Chatbots)  Grew retail app revenue by $14mn with a 6% decrease in cart abandonment in a quarter  Increased average basket value by $5M with a value-adding personalization strategy on mobile apps  Identified $3M opportunities by synergizing physical-digital touchpoints to increase customer loyalty ~ Scaled innovation:  Accelerated time to market by scaling UX research, hiring, coaching, and data democratization  Advanced process maturity via UX debt tracking and continuous discovery into product development  Led voice-of-customer initiatives and created a UX-CX team coalition to mitigate siloed innovation  Coached 8 product teams in generative UX research, experience metrics, and NPS systems 3. Sr. Product Strategist: XEVO – Connected Car Experience (B2B2C)  Saved $5m in costs by eliminating poor non-value-adding features via customer listening sessions Show less

Sr. Manager - Design Research & Product Strategy

• Dec 2015 - Dec 2016

 Created and led the UX research & strategy practice and led a 16-member globally distributed team  Led and managed diverse client projects to create MVP and accelerate retention and market-fit  Increased client revenue by 12% with new offerings on product strategy and experience design  Established design processes, conducted design sprints and integrated remote tools to accelerate delivery  Secured organizational buy-in to include customer research as part of contract and delivery  Redesigned NPS surveys to provide actionable insights; differentiated influencer and decision makers  Coached teams on research and experience metrics; achieved 80% team readiness in 6 months  Extended design thinking methods to HR and Finance to foster a culture of empathy and co-ideation Highlights:  B2E Enterprise Client: Saved 1700 hours per month in productivity by redesigning employee experience  B2B Food startup: Secured first-round venture investment of $6M to build the product MVP   B2E Healthcare startup: Secured access to bio-metric training data to build algorithms with validated MVP Show less

Principal CX Program Manager

• May 2012 - May 2015

End to end ownership across LOBs to redefine vision and increase NPS, retention, and profitability  B2C Hiring candidate experience: Effected 3 HR policy changes to promote internal talent mobility and reduce attrition; repurposed $5m to new digital touchpoints to amplify return on investment  B2B SaaS customer experience: Identified key drivers of friction and growth, resulting in a 20% increase in retention and 5% engagement and lifetime value  B2E Meeting Experience: Elevated meetings to become the channel of building trust and a crucible for innovation. Increased productivity by 15%; effectiveness by 22%; inclusion by 12%  B2E Employee Experience: Saved $3M and 14 employee hours by eliminating redundant processes and tools  B2E Skype beta roll-out experience management: Saved $1M by repurposing Tier 2 support platforms Show less

Membership Experience Lead

• May 2009 - Mar 2011

Business Support Manager - OSF Health Plans

• Feb 2008 - May 2008

Operations Manager

• Mar 2005 - Nov 2007

Business Process Manager

• Feb 2001 - Dec 2002

Programmer Analyst

• Jan 1998 - Feb 1999

SBA Computers SBA Computers

Corporate Trainer

• Nov 1995 - Sep 1996