Board Member

• Jul 2023 - Present

Board Member

• Sep 2020 - Present

Vice President of Customer Experience

• Jun 2020 - Present

• Intiated and scaled CX best practices, tools, frameworks, and innovations across a 500-person company and to Federal customers, including the Department of Labor, the Department of Interior, and the United States Department of Agriculture • Scaled employee education program so every employee can be trained in CX. • Intiated and scaled CX best practices, tools, frameworks, and innovations across a 500-person company and to Federal customers, including the Department of Labor, the Department of Interior, and the United States Department of Agriculture • Scaled employee education program so every employee can be trained in CX.

Principal and Chief Design Officer

• Jul 2019 - Jun 2020

• Worked with Fortune 100 companies, universities, and non-profits to provide CX strategy, human-centered design communities of practice, Agile product development, and instructional design programs that challenge the status quo and re-imagine solutions. • Created products, services, and instructional design solutions that have helped one company expand its organic growth from a one million dollar contract to a forty-six million dollar contract. • Worked with Fortune 100 companies, universities, and non-profits to provide CX strategy, human-centered design communities of practice, Agile product development, and instructional design programs that challenge the status quo and re-imagine solutions. • Created products, services, and instructional design solutions that have helped one company expand its organic growth from a one million dollar contract to a forty-six million dollar contract.

Vice President, Design

• Mar 2017 - Jul 2019

• Worked with internal teams as well as partners and customers to identify opportunities to design from the customer experience (CX) and service design perspectives. • Oversaw the Agile and HCD-based design of the company’s portfolio of customer-facing design solutions, including solutions on electronic health records, patient privacy tools, and telehealth.• Ran the company's innovation lab and oversaw R&D. • Facilitated HCD practitioner sessions for internal and client-facing groups so they could implement HCD within their organizations.• Presented immersive research, synthesis findings, and prototyped innovations to the company’s Vice Presidents and CEO on most customer-facing solution designs. Show less

Director, Learning and Development

• Aug 2014 - Mar 2017

• Led the company’s first learning and development capability and community of practice.• Presented immersive research, synthesis findings, and prototyped innovations to the company’s Vice Presidents and CEO on most design-led learning initiatives.• Conducted human-centered immersive design research with employees from across the company (and the country) to design learning programs and websites on topics including the new hire experience, employee development, performance evaluation, and HR-related policies/systems.• Integrated full-scale learning and HR systems integrations; process included conducting user research and testing using design thinking methods.• Created the company policies, training, and tools for the career model and performance evaluation using HCD research methods. Show less

Lead Associate, Instructional Systems Design and Customer Experience Design

• Jan 2008 - Aug 2014

• Was a founding member of the firm’s HCD capability, leading business and intellectual capital development efforts. • Provided creative direction for a mixed capability team of Booz Allen employees in the firm’s first HCD community of practice. • Clients include Department of Veterans Affairs, Department of Defense, Transportation Security Administration, and National Science Foundation. • Conducted human-centered immersive sexual assault prevention design research and the results and solutions were successfully presented to Congress to secure more funding for our client. • Developed and delivered a motor coach industry-wide training exercise on how to prevent and respond to an assailant (e.g., an active shooter, bomber) on a bus based on design thinking research and solutioning. • Designed and facilitated formal, in-person sessions on how to use design principles or methods for Federal and internal Booz Allen clients. • Performed high-visibility training strategy and design support for the largest interagency partnership in United States history. Developed Department of Veterans Affairs (VA) Transition Assistance Program/Disabled Transition Program (TAP/DTAP) training to educate active duty Servicemembers on VA policies and benefits available to help them successfully transition to the civilian workforce.\ • Managed a multi-million dollar annual budget, staffing, and workload for a team of 12 learning, human capital, and communications consultants. • Oversaw the qualitative needs analysis, design, development, implementation, and evaluation of a competency-based learning program for more than 750 administrative staff. • Led the development of 15 courses and 240 on-the-job activities linked to NSF’s leadership competencies. Show less

Undergraduate Education Advisor & School Partnership Coordinator

• Jun 2005 - Jan 2008