• Led UX efforts across a portfolio of 15+ products within the World Wide Amazon Stores Finance organization, driving customer success across key financial initiatives such as planning, cost management, forecasting, and reconciliation.

• Established UX mechanisms to align on customer problems, product vision, and priorities, leveraging workshops, user research, and collaborative design sessions to ensure seamless integration of customer and business goals into the product roadmap.

• Established scalable UX processes and frameworks where none existed, including the introduction of tools like Figma and Heartbeat to streamline UX workflows.

• Mentored junior designers through bi-monthly sessions, fostering professional development and enhancing team capabilities.

• Introduced a end-to-end design processes, from strategy through execution, to deliver innovative, customer-centric solutions that scale across our diverse global teams.

• Spearheaded user research initiatives across many products, conducting over 200+ interviews and usability studies, resulting in actionable insights that improved usability and satisfaction across our diverse customer personas.

• Drove global adoption of design systems and guidelines by partnering with internal and external teams to create cohesive, intuitive experiences across complex product suites.

• Orchestrated cross-functional collaboration between product managers, engineers, and researchers, ensuring alignment on strategic goals while delivering high-quality outcomes under tight deadlines.

• Facilitated conversations with leadership for design and research investment — establishing key functions to measure the health of the customer experience overall to drive necessary changes, both quantitatively and qualitatively.

• Hired and managed design team (2)

As a Hands-on Product Design Director, I was deeply involved in all aspects of the product lifecycle, from research and interaction design to service and visual design, as well as establishing the design language system. Worked closely with various business and strategy teams, product leads, and engineering leads to translate compelling business opportunities into customer-centric products that enriched the mortgage broker experience.

• Hired and managed a user-centered design team (4) across the U.S. Responsible in implementing a Guaranteed Rates Product Development Lifecycle specifically tailored for wholesale.

• Involved in each stage of the product design process - including research, continuous discovery, ideation, product shaping, user testing, and visual design

• Engaged directly with product, engineering, and business stakeholders. Helped define project scope and roadmaps, and worked with team to deliver a full range of user experience design artifacts such as user journey, wireframe, and high-fidelity compositions for both native mobile and responsive web experiences.

• Designed our unique wholesale solution within 4 months.

• Assisted top executives with design strategy and direction

• Led a team to build a digital solution in one month that allowed more than 1 million mortgage customers who were struggling due to COVID to delay payment and keep their homes.

• Led the IxD community, with the focus of bringing design thinking to the organization.

• Consolidated design strategy through digital transformation roadmaps, service blueprints, and creative direction for more than 20 products.

• Facilitated lean systems thinking infused with human-centered design (explorative and evaluative research, OKRs, UX frameworks, advanced data visualization).

• Increased app submissions by 5% and decreased the mortgage public site bounce rate by 8% from the prior month by redesigning key home lending landing pages (mortgage loans, equity, and home loans).

• Simplified the WF Homebuyer experience by 95% (18 pages) by driving business/legal to a more integrated digital experience without sacrificing customer or business needs.

• Created with team, a core content and design strategy that reduced Wells Fargo Wealth Management copy by 70%. Improved the user experience by removing jargon and reducing unnecessarily complex terminology.

• Product manager and product designer for www.wellsfargo.com mobile experience. Redesigned mobile navigation and introduced new CMS.

• Other work involved defining requirements, researching potential solutions, completing contracts, guiding design, defining a measurement strategy, completing required documentation, adhering to legal policies, migrating content, creating and testing ~1,000 redirects, sunsetting previous pages, and generally guiding the project.