Lead designer of the USAA teller's check experience modernization, resulting in a 94% YOY reduction in fraud related to teller's checks between 2023 and 2024.

Collaborated closely with cross-functional teams (product, engineering, business, research, content, legal) to facilitate HCD sessions exploring blue-sky designs for a best-in class Zelle overhaul.

Designed and conducted over 20 usability tests across 7 projects.

Managed quarterly and bi-weekly planning for projects including bill pay, remote deposit capture, transfer funds, Zelle, and connected accounts.

Directed the research, design, and implementation of the onboarding experience for all North American customers.

Collaborated with internal departments and external clients to establish project objectives, conduct market research, and identify pain points.