I help business owners and creative entrepreneurs hone their business strategy by applying Design Thinking methodologies as a competitive advantage. Through an empathy-centered process that results in customer-driven products and services, I will guide the way toward an innovative business design process focusing on your business goals and your customer's needs.

Designed and implemented initiatives focusing on marketing & communications, customer experience, service improvement and business process optimization. Worked in a self-guided environment, effectively managing and prioritizing time and activities, and reporting directly to the CEO.

Pearson City Consultancy ProjectClient: Toronto Pearson International Airport (GTAA)As a member of the Mobility Team, we conceptualized the future of the Toronto Pearson Airport as a regional hub, focusing on research and design of solutions to leverage the airport's connection with surrounding communities and businesses.• Coordinated and prioritized team activities and timelines, tracking progress to ensure alignment with client’s needs;• Conducted design research, employing empathy-building techniques such as direct user interview, expert panels and design critique sessions to identify users key interactions, translating results into qualitative insights about pain points and opportunities;• Collaborated with the design of a new remote check-in service, ensuring the process was in line with security and infrastructure requirements by Canadian Air Transport Security Authority;• Developed the user experience process workflow, designing the customer journey maps of target users and interface design diagrams;

Member of a multidisciplinary team focused on collaborative design practice and research with the objective of creating social, ecological and economic innovation through design research and strategy. Regional Ecologies - Gateway Cities Project• Researched and explored the conceptual emergence of the cities of Toronto, Chicago, and New York, into a successful model of a mega-region that spurs regional thinking throughout the world with economic, cultural and innovative potency;• Contributed to the development of the published book The Atlas of One Delta, performing research, analysis and design of visual elements and diagrams;• Coordinated the design and implementation of a digital component to facilitate regional thinking, partnering with digital interaction designers to understand, ideate, prototype, test, and implement the final interactive digital framework;• Facilitated and participated in several co-design workshops with multidisciplinary teams to simplify complex problems through the design of compelling services and products on an array of topics;

Owner of a creative studio offering customized services related to event design, graphic design, business presentations, web design and digital marketing to small businesses.• Led and developed end-to-end design projects, focusing on understanding customers aspirations and needs to generate insights andcreate personalized products and services that exceeded expectations;• Developed visual communication solutions, such as print and digital materials, logos, websites and corporate visual identity;• Partnered with designers and web developers on projects of broader scope to ensure well-thought and comprehensive solutions;

Worked on a set of projects throughout the product lifecycle, implementing features, products, and services from conception and proposition, to launch and monitoring. Performed different roles within the Cards Business department, including the areas of MIS & Operations, Customer Experience, Product Development & Strategic Projects, and Marketing & Communications.• Led two Six Sigma major projects to streamline cards delivery processes, generating around $3MM/year in saving costs;• Elaborated compelling business cases, project scope, stakeholders and trend analysis, user requirements and user acceptance test cases (UAT) liaising with business partners, IT, financial, risk management, marketing and operational areas;• Acted as a customer advocate, analysing and synthesising data to identify pain points and diagnose underlying issues, providing insights and recommendations;• Conducted monthly brainstorming sessions involving customer touch-point areas such as call center, branches, and digital banking to foster expertise sharing and encourage a culture of customer-centric problem solving;• Participated in qualitative research initiatives such as segmented focus groups, contextual interviews, and inbound call center listening-in, to gain insights on customer needs, service satisfaction, perceived value and loyalty factors;• Conceptualized and implemented e-learning project, coordinating a multidisciplinary team throughout user research, user experiencedesign, content strategy, usability tests, pilot version and implementation;• Deployed the communication plan of strategic marketing initiatives, optimising a budget of $2.5MM• Planned and coordinated institutional events, fairs and executive presentations representing the Credit Cards Business