Led and worked alongside design, training, and development teams to produce data-driven decisions and deliverables.

Developed and maintained a process repo a ‘single source of truth’ to educate teams, retrospective tool, framework, template, research, project, and design hub to reduce onboarding time, and increase continuity in the org.

Collaborated on IA, user journeys, and design overhaul for the proprietary ticketing system. personas, IA, behavioral interviews, and surveys to guide decisions and enhance the overall user experience.

Multi-project lead for client discovery, data analysis, usability studies, card sorts, co-creation sessions, demos, Interactive prototypes, collaborative ideation, accessibility WCAG 2.0 BDDs, mentored junior designers

Presented and informed findings to product teams, business analysts, engineers, and Q&A. Piloted quarterly retrospective team sessions.

Sought out opportunities to enhance and refine the product's design system, designed interaction components, and provided design feedback.

Tailored and refined the JTBD research framework.