Lead and sole designer on the Service Design team, driving UX/UI strategy and execution to transform Eventbrite's end-to-end Customer Experience (CX). +52% overall usability improvement redesigning the Help and Support experience. ~58% reduction in support cost per organizer YoY through a phased AI-first support redesign. 93–94% Help Center self-serve rate and +83% chatbot volume growth. Lifted CSAT by nearly 10 points across a system serving nearly a million users a month.

Bridged Brand and Product during a platform-wide digital rebrand, advising on UX and accessibility standards and contributing to the Design System to unify digital touchpoints across teams. Engineered scalable Marketo email and landing page master templates adopted across Marketing and Brand, increasing campaign conversion rates.

Defined digital strategy and UX flows for automated marketing campaigns across cross-functional teams. ~50% increase in email open and click-through rates through A/B testing and optimization.

Established the first Design System and owned the end-to-end UX/IA strategy and front-end development (HTML/CSS). Validated a full product redesign through multi-method usability testing (tree testing, qualitative, first-click), yielding a ~25% lift in traffic, engagement, and retention.