Driving design innovation and user experience improvements across the organization’s core product suite, building and leading a multi-disciplinary team of 11 to launch high-impact solutions improving the driver and courier experience.

• Spearheaded the total redesign of the Uber Driver application, leading prototype development, user research, and strategic planning over two years to improve engagement and usability for millions of users globally.

• Oversaw the development of a scalable user interface system to expand the capabilities of the Uber Driver app, integrating newly-introduced delivery types and accessible workflows to enable rapid growth without significant redesigns.

• Partnered with the VP of Product Management to define the future state of the Uber Driver experience, launching a unified strategic vision shaping the organization’s product and experience roadmaps for the next three years.

• Fostered a culture of continuous improvement, knowledge-sharing, and employee empowerment, maintaining one of the lowest attrition rates across the design organization and creating opportunities for professional growth.

Drove the growth and expansion of a boutique innovation strategy consulting firm as a key partner, overseeing all aspects of new business development, marketing, partner development, and thought leadership while guiding the development of innovative product and service offerings.

• Redefined all available service offerings based on partner goals and client feedback, spearheading the portfolio’s re-launch alongside a refreshed brand identity to significantly improve client acquisition.

• Designed and led a comprehensive survey uncovering insights across the innovation space, leveraging competitor and market data to position the firm as an industry thought leader and inform strategic planning despite market challenges.

Led Customer Experience practice development and key account growth in Customer Success Group after Salesforce acquisition of Sequence LLC.

Established, scaled, and led the firm’s Customer Experience practice, owning the development of core service offerings, value proposition, and strategic messaging to successfully penetrate a highly-competitive market. Built and developed a high-performance, multi-disciplinary team while cultivating relationships with executive-level industry leaders to create a robust business portfolio.

• Drove new business and account growth of 100% year over year, leveraging customer success stories to amplify the reach of the practice’s UI, UX, design strategy, and service design offerings.

• Positioned the firm for continued success and its eventual acquisition by Salesforce – selected to lead the Service Design practice within Salesforce’s Customer Success group following the team’s integration.

Led account acquisition, strategy, growth and delivery across multiple anchor client relationships.

• Engagements spanned innovation strategy, customer experience design, brand expression, and cross-platform digital product development.

• Led project planning with input from multidisciplinary team

• Led delivery teams including UI/UX, service design, front end dev, content, and research

• Responsible for shaping solutions, ensuring quality of deliverables, meeting revenue/profitability targets, maintaining high team morale, staffing/recruiting, team mentorship, project leadership, communicating value of deliverables to executive management