Leading a team of 10 designers, crafting great customer success experience and helping customers create an impact with ServiceNow Impact

Led two design teams at ServiceNow (11 directs, 3 dotted-line), shaping user experiences for both prospects and customers. Managed a team focused on core user experience and another dedicated to premium customer success.

• Design Team Lead for ServiceNow Impact with a team of 6 designers; responsible for long-term strategy planning, design bandwidth management, mentoring and growing skills, and moderate design reviews

• Launched ServiceNow Impact (new premium customer success platform) in Jan 2022 that became the most successful launch in company history

• Facilitated strategic alignment discussion and constructed a shared product vision to drive digital experience with business, product management, and engineer stakeholders; amplified lean UX mentality to ensure concept to launch in 11 months

• Streamlined design handoff and established a design system with reusable patterns across five agile scrum teams (5 product owners, 40+ engineers)

• Advocated for an insights-driven process in partnership with UX research and shifted the development process to be more inclusive of design and research

• Launched 7 end-to-end service portal app templates that provide predefined content and best practices to satisfy a variety of business use cases in a low-code/no-code environment

• Designed and co-authored 15+ component specs and usage guidelines for the service portal framework in 2021 Q1 Quebec release

Teaching students how to think holistically about their designs, classes include: Intro to Interaction Design, Prototyping, Systems Thinking, and Sponsored Project with Lenovo