• ​​ Led product discovery and design for a major client-servicing tool with Salesforce integration, resulting in improved user experience and increased productivity.

• ​​ Launched a new future state experience, driving adoption and positive user feedback.

• ​​ Partnered with research to identify UX strategy and prioritize improvement opportunities.

• ​​ Collaborated with architecture and developers on 3rd party platforms: Salesforce, Docusign.

• ​​ Identified service design opportunities and developed an AI-driven model to enhance the guest & host support experience.

• ​​ Led visualization and ideation strategies for product capabilities, focusing on key value propositions.

• ​​ Interviewed key stakeholders to gather feedback and ensure alignment with business goals.

Led the CX and product strategy for branch-focused applications and innovation initiatives (branch of the future). Led global CX effort to deliver world-class customer service for estate care.