Lead Designer for Billing, Payments, and Account Management journeys — providing design direction, quality oversight, and representing design in cross-functional discussions while protecting timelines under the pressure of fast-moving AI launches.

Collaborate with our lead design strategist to apply an experience design rubric assessing Generative AI responses through a UX lens — providing structured feedback on accuracy, personalization, and response quality to guide engineering and product partners.

Led the design and launch of one of Verizon's first Gen AI experiences (2025): 'Bill Explain', using SLM responses to generate accurate, personalized bill summaries — increasing CSAT by 34% and establishing a standardized practice for AI product workflows across the Customer Experience Organization.

Following the initial release of 'Bill Explain', I led design of Bill Dispute, Authentication enhancements, and Value-Centric Education features in Q4 2025–Q1 2026, adapting our practice to fit the speed and structure demands of Generative AI launches.

Led One Bot — unifying Verizon's Wireless and Home chatbots into a single conversational experience — surpassing the 70% CSAT goal and reaching 79% in the first three months of full release.

Led redesign of the Search and Assistant entry point, unifying and enhancing the rebranding experience across the My Verizon app.

Spearheaded assisted sales chat experiences including live chat, video call, and callback functionality within the Verizon Assistant environment.

Orchestrated implementation of the conversational design system to seamlessly integrate Verizon's Wireless and Home chatbot experiences.

Mentored and guided emerging design team members through onboarding and professional development.

Lead an initiative to build Principles and Guidelines for Ethical Design intended to be used by the organization at large and was presented to senior leadership and the design organization.

Participate in the design, documentation and development of the digital personality for the Verizon Assistant.

Help build a conversational design system in which reusable linguistic content and design components support AI-enabled customer service experiences.

Research, develop and design new initiatives aimed to increase AI-driven customer centered solutions across company channels.

Collaborate with designers to translate research, strategy and design thinking into front-end web, mobile and voice A.I prototypes.

Contribute to building the first enterprise-wide design system, from inception to prototyping to development.

Inform design teams on the impact of technologies, libraries, interactions, software and hardware on customer experiences.

Facilitate design and technology working sessions with stakeholders and partners.

Assist teams with design and development through prototyping and documentation.

Help build the Design Technologist role in the Customer Experience (CX) design team.

Design and conceptualize new products through the use of technologies such as A.I, VR/AR and IoT for OTT streaming services which were part of an experimental team called Open Innovation Lab (now called 5G Labs).

Aim to help graduate students discover the origins of technologies, how they impact

our world, how to design for them and how to apply their technical skills to support

present and futurist concepts.

Course description:

How would we use technology to imagine new ways of preserving potatoes? Or, if the spicy chili pepper goes extinct, how would technology remind us of the textures and tastes of a Sichuanese hotpot kitchen? Could you even imagine tacos in a world without corn?

Emigrant Food Futures, a unifying evolution of gastronomy, aims to bring together cultural perspectives of how we can prototype new ideas behind the way we produce, package, transport, plate, cook, consume and dispose of food. In this course, students will understand the context and realities of immigrants and their food in the United States.

Students will learn from topics like food extinction, climate change, agriculture, farmers knowledge and the current socio-political environment. Students will put into practice expressive points of view about the past, present and future of society in relation to food.

In this course, students will be given short readings, podcasts, articles, documentaries and recipes as weekly assignments. There will be discussions, guest lectures, online cooking workshops and constant critique to inspire student concepts while improving their technical skills and design practice. Students will be expected to work on prototyping, development and deployment of their concepts.