I lead the end-to-end research, design, and enhancement of both product and service experiences at the 7th largest credit union in the nation.

• Produced 73 end-to-end journey maps, triangulating in-depth interviews, surveys, and complaint data to uncover insights that informed roadmaps and digitization efforts adopted by 60% of teams.

• Identified member pain points in auto lending journey through interviews and complaint data analysis, reducing call volume by 27% and increasing digital-first payments by 16%.

• Spearheaded stakeholder interviews and workshop facilitation, identifying insights that empower members and streamline operations within the collections journey, defining the roadmap for future state.

• Mentored junior service designers, supporting growth in research technique and design thinking.

• Improved enterprise knowledge management search accuracy by 20% and adoption by 39% through intent analysis and aligning call center workflows to platform.

• Designed a Trusted Contact program leading internal interviews and translating regulatory and operational constraints into a scalable service blueprint that strengthened fraud safeguards for members.

• Led end-to-end product execution, spearheading research, road mapping, design sprints, and cross functional partner alignments.

• Ideated with client to define use cases, scope, requirements, and go-to-market strategy.

• Managed research strategy and execution, leveraging contextual research, survey design, and in-depth interviews to validate and solidify the MVP.

• Reduced prototype complexity by 50% through UX audit and user flow redesign.

• Improved task success from 40% to 70% by leveraging insights from 3 rounds of usability testing.

• Mentored 2 designers and partnered with 6 developers to validate feasibility and inform redesigns.

• Managed scope, budget, and timelines for 5 agency accounts with templatized action plans for new projects and biweekly feedback cadences to maintain structure and timeline.

• Centralized 4 PM tools into 1 platform, reducing project tracking by 20+ hours/month per team.

• Standardized project approach by establishing expected turnaround times, budget allocation per deliverable, and estimated iteration counts.