Professional Experience
I’ve Worked With
Resume
Vice President, Digital Marketing
2023 – Present, BNY
- Responsible for driving UX strategy and execution for the public-facing digital platforms of a global bank, including redesigning key sections of the site to enhance navigation and customer experience
- Worked cross-functionally to consolidate multiple domains into a single corporate website – bny.com – in conjunction with the bank’s 240th anniversary, resulted in streamlined user journeys and enhanced brand consistency
- Leverage data-driven insights to optimize digital touchpoints to increase brand consideration and lead generation
- Introduced a scalable design system, including page templates and a “UX Playbook” to reduce design iteration time by 20%
Service Designer & Strategist
2021 – 2023, The Home Depot
- Applied design thinking and UX strategy to create service blueprints for essential operational journeys, from lead capture to post-sale processes, resulting in streamlined service delivery and operational improvements.
- Developed a lead capture process achieving a 124.4% higher conversion rate its competing variant, enabling increased sales within Home Services.
- Worked across silos to engage business stakeholders and across-disciplinary teams to iterate upon solutions and drive impactful service enhancements for both employees and customers
Senior UX Designer/Strategist
2022 – 2021, Tantus Technologies
- Led user-centered design for a federal application in the energy sector while collaborating with government stakeholders and coordinating cross-functionally across product domains (i.e. project management, technology, and customer service).
- Conducted mixed-method UX research, including heuristic evaluations, design audits, and usability testing to refine the design, leading to an increase in application efficiency.
- Validated product features through wireframes and prototypes in alignment with product roadmap
Senior UX Designer
2018 – 2020, Dick’s Sporting Goods
- Led discovery, design and delivery of a greenfield enterprise application, employing service design frameworks to understand employee workflows and customer pain points and create impactful solutions.
- Reduced call center interaction costs by 40% and delivered a software MVP capable of achieving $8M in annual operational savings.
- Facilitated cross-functional workshops to align stakeholders and secure buy-in for digital transformation initiatives and new product development.
- Presented at the Customer Contact Week 2019 conference in Las Vegas, NV on the MVP development process and its business impact.
UX Strategist
2015 – 2028, Booz Allen Hamilton
- Led UX efforts to research and design VUI, chatbot, and virtual assistant interfaces, driving new business opportunities. Presented VUI and chatbot prototype to federal agency as a POC for how consumer technology could be used to address a public health crisis (i.e. opioid abuse).
- Collaborated with the Innovation Center to explore emerging technologies such as AR and machine learning. Directed conversational design projects utilizing data science, Amazon Alexa Skills, and other natural language modeling (NLM) technologies.
- Pioneered Pioneered UX research for chat and VUI interfaces in an onsite lab, managing end-to-end planning, participant recruitment, testing, and reporting. Presented findings and best practices at the IA Summit Conference.
Experience by the Numbers
Education & Certifications
GAME DESIGN: ART & CONCEPTS SPECIALIZATION, CALIFORNIA INSTITUTE OF THE ARTS via COURSERA
CERTIFIED USABILITY ANALYST, HUMAN FACTORS INTERNATIONAL
VOICE USER INTERFACE DESIGN, CAREERFOUNDRY
M.A., MEDIEVAL & TUDOR STUDIES, UNIVERSITY OF KENT at CANTERBURY
B.A., ENGLISH, OGLETHORPE UNIVERSITY