Experience

Devoted Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Director of Member Experience

  • Jul 2022 - Present



Humana

• United States
• Insurance
• 700 & Above Employee

• Director of Design Strategy

  • Sep 2021 - Jul 2022

  Washington, District of Columbia, United States I manage a team of mid- to senior-level Design Strategists. When I joined the Experience Center, my remit was to: - Advocate and drive a set of standardized processes, methods, and tools that supported Design Strategy and allowed the team to deliver fit-for-purpose solutions - Deliver allocation of team resources/budget management - Lead, guide and manage a team of 13 - Evangelize, equip, and ensure consistent adoption and understanding of Design Strategy principles, processes, and… Show more I manage a team of mid- to senior-level Design Strategists. When I joined the Experience Center, my remit was to: - Advocate and drive a set of standardized processes, methods, and tools that supported Design Strategy and allowed the team to deliver fit-for-purpose solutions - Deliver allocation of team resources/budget management - Lead, guide and manage a team of 13 - Evangelize, equip, and ensure consistent adoption and understanding of Design Strategy principles, processes, and methodologies across Humana Show less



United States Digital Service

• Government Administration
• 100 - 200 Employee

• Design Strategist

  • Sep 2019 - Sep 2021

  Washington D.C. Metro Area I was part of a multi-year effort to modernize the Medicare Payment System for the Centers for Medicare and Medicaid. In my role, I analyze both the existing IT system as well as business operations in order to transform Technology, Operations and People processes. Other efforts I supported: - First multi-agency effort to hire Customer Experience talent into government (2020) - Co-chair for the UX Summit, a summit for civil servants from all levels of government to connect and… Show more I was part of a multi-year effort to modernize the Medicare Payment System for the Centers for Medicare and Medicaid. In my role, I analyze both the existing IT system as well as business operations in order to transform Technology, Operations and People processes. Other efforts I supported: - First multi-agency effort to hire Customer Experience talent into government (2020) - Co-chair for the UX Summit, a summit for civil servants from all levels of government to connect and learn from their peers and leaders in the industry (2021) - Implementation of the No Surprises Act (2021) There's a variety of design work at USDS - User Research, Service Design, Product Design, Content Strategy - and at an incredible scale. Sign up for a tour of civic service at https://www.usds.gov/apply. Show less



CareerFoundry

• Germany
• E-Learning Providers
• 300 - 400 Employee

• Instructor

  • Jan 2019 - Feb 2020

  I taught the UX Design bootcamp, taking students from beginner to job-ready in six months.



Merck

• United States
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Lead Design Strategist & Delivery Manager

  • Jun 2018 - Dec 2018

  I was part of the Center of Excellence, helping the organization’s Global Digital Transformation. I oversaw the German and UK markets. I drove alignment and buy-in from senior leadership for a more patient-focused user experience strategy. I developed a Research and Testing operating model and coached teams on the new ways of working. I also facilitated workshops to help teams identify strategic interventions and prioritize their Project Roadmaps and Backlogs, ultimately leading them into their… Show more I was part of the Center of Excellence, helping the organization’s Global Digital Transformation. I oversaw the German and UK markets. I drove alignment and buy-in from senior leadership for a more patient-focused user experience strategy. I developed a Research and Testing operating model and coached teams on the new ways of working. I also facilitated workshops to help teams identify strategic interventions and prioritize their Project Roadmaps and Backlogs, ultimately leading them into their first Design Sprint. Finally, I worked with HR and Compliance to hire new talent and vendors. Show less



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Design Strategist

  • Jul 2017 - Jun 2018

  I launched the first product innovation lab for Vodafone Germany. I worked directly with the Chief Digital Officer and senior management to design the lab’s business operations and performance metrics. In 2018, leadership asked me to support the organisation’s larger Digital Transformation within the Digital and Marketing business units.



Designlab

• United States
• Design Services
• 100 - 200 Employee

• Instructor

  • Feb 2017 - Jun 2018

  I taught junior- and senior-level professionals in the UX Research & Strategy course. I coached their professional growth, delivered skills training and reviewed their performance. Select student feedback: "Caroline was always very understanding and would give a lot of feedback on my assignments. She did an outstanding job on helping me think more about the problems of doing UI/UX research and how to approach them. I wish I had more sessions with her." "Caroline immediately… Show more I taught junior- and senior-level professionals in the UX Research & Strategy course. I coached their professional growth, delivered skills training and reviewed their performance. Select student feedback: "Caroline was always very understanding and would give a lot of feedback on my assignments. She did an outstanding job on helping me think more about the problems of doing UI/UX research and how to approach them. I wish I had more sessions with her." "Caroline immediately made me feel at ease and has been great in guiding and challenging thinking/approach. She has a great deal of experience and expertise that has been valuable in thinking about applying key principles to my current job. Really enjoyed working with Caroline!" "Caroline has been so supportive and fantastic with the advice. She is taking an active interest in not just my work on the course but on my application of the course lessons at work as well. Thanks Caroline for the encouragement and support. I really appreciate it." Show less



Quandoo | Online Restaurant Booking

• Germany
• Technology, Information and Internet
• 200 - 300 Employee

• Senior Product Designer

  • Feb 2018 - May 2018

  I conducted user research and competitive analysis in the US, UK and DE in order to re-design the Business Center, a digital tool for restaurant managers.



kununu engage

• Product Designer

  • Jul 2017 - Oct 2017

  I conducted user research and competitive analysis in the US to design the first prototype for a new employee performance review SaaS.



komoot

• Germany
• Software Development
• 100 - 200 Employee

• Product Designer

  • Feb 2017 - Apr 2017

  I was the first user researcher the start up brought on. I set up ResearchOps and DesignOps for the small company, as well as conducted user and market research in the US and UK in order to make the Web and mobile product internationally ready.



diffferent

• Business Consulting and Services
• 100 - 200 Employee

• Strategy and Design Consultant

  • Jun 2016 - Oct 2016

  Drove digital strategy and business innovation for German automaker by leading Vision Workshops and Design Sprints.



Frontira

• Hungary
• Business Consulting and Services
• 1 - 100 Employee

• Strategy and Design Consultant

  • Feb 2016 - May 2016

  Drove digital strategy and business innovation for a range of clients by conducting market and user research. Deliverables include: - Usability reports of digital assets for German banks - Omnichannel marketing campaign for Slovenian appliance company



Deloitte Digital

• United States
• Business Consulting and Services
• 700 & Above Employee

• Strategy and Design Consultant

  • Feb 2014 - Feb 2016

  Drove digital strategy and business innovation for an array of clients spanning government agencies to Fortune 500 firms in the US. Deliverables include: - Proof of Concepts for digital products - Omnichannel Customer Experience strategies - Digital campaigns



SonicRim

• United States
• Market Research
• 1 - 100 Employee

• Junior Strategy and Design Consultant

  • Aug 2013 - Oct 2013

  San Francisco Bay Area Identified business and product innovation opportunities for Microsoft and Mozilla Firefox by conducting ethnographic research.



WJLA-TV

• United States
• Broadcast Media Production and Distribution
• 100 - 200 Employee

• Web Editor

  • Aug 2011 - Mar 2012

  Arlington, VA I was in charge of editing broadcast packages as well as writing and revising stories. I also managed our social media channels and worked closely with our marketing department to build our followers and increase engagement.



Chicago Tribune Media Group

• United States
• Newspaper Publishing
• 700 & Above Employee

• Breaking News Reporter

  • Jun 2010 - Jul 2011

  Chicago I was a reporter, writer, copy editor, Web producer and photo editor. During my time there, I broke a nationwide story about a slain police officer. I also worked with the graphics and web teams to develop my design and multimedia skills.



Sun-Times Media Group

• Breaking News Reporter

  • Sep 2009 - Jun 2010

  Chicago



Chicago Tribune Media Group

• United States
• Newspaper Publishing
• 700 & Above Employee

• Breaking News Reporter

  • Jun 2009 - Sep 2009

  Chicago



Medill News Service

• Reporter

  • Jan 2009 - Mar 2009

  Washington D.C. Metro Area - Worked as a mobile journalist on Capitol Hill using multi-media (audio, video, photography, print) - Served as a Web producer and editor



National Geographic Kids Magazine

• Reporter

  • Aug 2008 - Aug 2008

  Cape Town, South Africa - Wrote the January 2009 cover story on Great White sharks.



The Cape Times

• Reporter

  • Mar 2008 - Jun 2008

  Cape Town, South Africa - Covered the xenophobic attacks that broke out around the country in May 2008. - Covered foreign migrant workers’ rights and published several stories in the paper’s weekly investigative journalism section



The State Newspaper

• United States
• Newspaper Publishing
• 100 - 200 Employee

• Reporter

  • 2005 - 2006

  Columbia, SC