• Defined the 0-1 design vision for a Fortune 10 retailer’s healthcare platform and authored a strategic requirements framework that accelerated launch timelines and minimized technical debt.

• Guided a Fortune 100 engagement to a perfect 5.0 CSAT score, enabling the organization to secure over $11M in follow-on project proposals.

• Developed easy to use, data-driven prototypes that influenced system architecture and data models, delivering pixel-perfect designs commended by leadership for exceptional strategic and user-centered simplicity.

• Innovated for a greenfield healthcare system by distilling fragmented requirements and research insights into user archetypes, JTBD, system maps, and Service Blueprints to support user needs, integrations, and automations.

• Spearheaded the modernization of a federal agency’s legacy system by bridging the digital-to-physical service gap and replacing legacy systems with a holistic ecosystem ideated through service design and design thinking methodologies.

• Led co-creation workshops that earned client executive praise for fostering deep user empathy and aligning leadership on vision, prioritization, and strategies.

• Produced strategic research syntheses and product roadmaps that influenced decision-making and distilled ambiguous requirements into a unified vision for multiple Fortune 500 clients.

• Secured 5 contract extensions by building organizational trust through principled, user-centric and intuitive solutions that demonstrated clear business value.

• Orchestrated cross-functional alignment on vision between technical and executive stakeholders, leveraging SLDS and OOTB capabilities to guarantee a scalable and maintainable architecture.

• Championed Agentic AI integration into UX workflows, adhering to ethical AI best practices to simplify projects and create Agentic AI solutions to solve for high-stakes client challenges.

• Mentored 150+ hours for UX professionals to support a sustainable internal design culture.

Strategic Design & Research Leadership

• Defined and drove the end-to-end design vision for enterprise ecosystem transformations, drawing a direct line between research insights to key business objectives for Fortune 500 and federal agency clients across Health, Financial Services, Retail, and Consumer Goods industries.

• Led end-to-end research to design execution, managing everything from stakeholder discovery and insight synthesis to usability testing and the delivery of high-fidelity interactive prototypes crucial to customer success.

• Cultivated high-trust stakeholder partnerships, consistently achieving 5.0 CSAT scores and securing multiple contract extensions at the explicit request of client leadership.

• Defined and clarified critical research insights in highly ambiguous customer engagements, driving human-centered solutions.

• Optimized product velocity through collaboration with technical consultants to leverage out-of-the-box Salesforce capabilities, significantly reducing custom technical debt and rework.

• Built strong partnerships with team leaders to ensure strategic alignment and cohesion across complex multi-platform initiatives.

• Leveraged AI tools internally to accelerate productivity and team alignment and machine learning to simplify complex enterprise user workflows.

Professional Advocacy & Growth

• Evangelized UX methodologies across internal professional services teams, converting cross-departmental colleagues into advocates for user-centric design.

• Completed elite leadership programs focused on professional acceleration within enterprise environments.

• Committed 85+ hours to global mentorship, advising and coaching emerging UX professionals and future design leaders through ADPList.

• Spearheaded a "State of UX" strategy report that secured executive buy-in to establish the organization's first research-led product roadmap, increased the company’s design maturity, and restructured engineering operations into cross-functional product squads.

• Pioneered and hired a stellar UX team and culture, developing the recruitment frameworks and competency rubrics that achieved near-complete team retention over four years.

• Instituted foundational research programs that aligned qualitative and quantitative research with business KPIs, ensuring early-stage discovery became a prerequisite for high-impact feature development and measurable ROI.

• Cultivated strategic partnerships with Sales, Engineering, Support and Success to evangelize design value, resulting in improved user adoption and synchronized, research-led release strategies.

• Standardized design-to-engineering handoffs and advised PMs and executive leadership on balancing user impact with technical effort to minimize rework and resolve critical product pain points.

• Orchestrated cross-functional communication strategies for feature launches, aligning team leads to improve user training and adoption through data-driven insight synthesis.

Guided and conducted research and strategy initiatives for SquareTrade, leveraging design thinking to guide data-driven product decisions.

Led end-to-end research to design strategies for Medtech mobile apps and B2B SaaS, leveraging design thinking to drive data-driven design solutions.