Experience

Rivet CX Group

• United States
• Design
• 1 - 100 Employee

• Director Of User Experience

  • Jul 2017 - Present



Wegmans Food Markets (Consultant & In house)

• Rochester, New York Area

• Senior User Experience Designer

  • Apr 2015 - Jul 2017

  • Provided research-based strategic direction for Mobile App Redesign • Directed design agency during major Website overall • Participated in Core execution team for Website and App -- including writing the majority of user stories for the off-shore development team • Designed online cake ordering system • Participated in core team launching online grocery delivery • Provided UX consulting services for pharmacy and restaurant teams • Worked collaboratively with QA, IT, Marketing, Business Teams Show less



First Niagara Bank

• United States
• Financial Services
• 700 & Above Employee

• Vice President, User Experience

  • Apr 2011 - Apr 2015

  • Defined digital vision and secured resource support for Digital Improvement Plan to modernize digital customer experiences. • Relaunched the sales Website in six months, expanding customer self-service capabilities as well as revitalizing the brand perception, user interaction models, navigation and design. • Defined and executed improvement plan for Online Account Opening process that doubled conversion rate. • Implemented online customer satisfaction tracking. • Introduced User Experience practice to Online Banking product development and defined future state for customer interaction. • Managed online communication for HSBC conversion • Introduced email marketing practice Show less



Catalyst

• United States
• Advertising Services
• 1 - 100 Employee

• Account Director, Client Services Team Lead

  • 2007 - Apr 2011

  • Designed and managed multi-channel marketing strategies to drive business results and build brands for clients including Goodyear, Bausch & Lomb, Aetna, AAA, Océ and GEMoney. • Collaborated closely with the Data Analytics department to deliver customer and market insights and recommendations. • Directed client interaction with functional groups, including design/creative, technology and production. • Author brand belief and brand experience strategic documents, business requirements, use cases and user interface specifications. • Manage client timelines and budgets to grow agency revenue and profitability. Show less



Viacom

• United States
• Entertainment
• 700 & Above Employee

• Senior Product Manager, Product Development

  • 2006 - 2006

  • Conceived and designed Web-based consumer services and internal management tools for vh1.com. • Developed User Generated Content, Profile and Blogging initiatives. • Maintained consistency and improve user experience in all sections. • Directed Search Engine Optimization program. • Authored concept statements, functional treatments, wireframes, information and interaction architectures, business requirements, use cases and user interface design specifications. • Coordinated with production, research, business development, ad sales, design, Web technologies and cross-brand teams. Show less



CNN

• United States
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Head of Special Projects

  • 1995 - 2005

  EDITORIAL • Directed content, creative and technical production for all CNN.com Special Reports and new product launches. >>Major news events (Katrina, Elections, War in Iraq and September 11) >>Planned specials (Academy Awards, Seasonal Travel and Holiday Shopping) >>Obituary tributes • Managed full-time editorial, creative and technical staffs. USER EXPERIENCE DESIGN & MANAGEMENT • Directed cross-discipline (design, technology and marketing) teams on major site-wide initiatives, including site redesigns. • Designed and maintained information and interaction architecture and consistency standards. • Introduced, authored and developed wireframes, site maps and documentation of processes and requirements. • Coordinated audience research, analyzed Web statistics and leveraged user feedback for site-wide product development. • Managed development of Internet news user personas. • Directed agency searches and ongoing relationships. • Directed, designed and prototyped user experience for 2004 Election coverage, including real-time results. Show less