Strategic Leadership: Led end-to-end product design initiatives and research for digital platforms across 4+ diverse business organizations, directly informing the 2-year digital product roadmap.
Customer Experience (CX) Transformation: Championed a CX initiative that applied Design Thinking, increasing service adoption from 6% to 54% within 24 months.
Product Impact: Drove the UX roadmap for the Infusion Repair Portal, resulting in a 15% increase in user engagement. Redesigned the LMS onboarding flow, boosting user sign-up completion by 20%.
Compliance & Efficiency: Translated usability testing insights into a redesigned customer portal, achieving a 25% reduction in customer call volumes and 100% adherence to FDA and CAPA compliance guidelines.
Design Operations: Managed design system adoption across 4+ business units, improving team efficiency by 40% and reducing design-to-development time by 30%.
Mentorship & Quality: Mentored 3 interns and 10+ agile team members on UX and Front-End best practices, leading to a 60% increase in pixel-perfect output.
Technical Contribution: Developed scalable and reusable, modular Front-End code solutions for SaaS initiatives.
Support Reduction: Orchestrated customer communication and training collateral templates that reduced post-launch support tickets by 15%.
Cross-Functional Collaboration: Collaborated effectively with cross-functional teams, including Product, Marketing, Regulatory, Engineering, and Design, fostering an innovation culture within agile development cycles.
