Led the North Star strategy initiative, which was a consolidation effort that aligned a diverse set of products and services under a unified experience umbrella. We started with 3 fundamental outcomes and tailored the experience, based on target personas and use cases, to align the new user experience to achieve them. By pivoting the entire front end process to rapidly experiment with solutions and iterate, we were able to transform a disjointed user experience through a legal learning journey to a cohesive, enjoyable experience from backpack to briefcase. What worked? Focusing on real-world scenarios through end-user research to re-imagine the transition from a B2C commerce store into a learning platform on both web and mobile. Journey story mapping to breakdown tangible value incrementally, to illustrate dependencies on the experience, establish success metrics and milestones were (and always) fundamental to the transformation.

-Launched the Syniverse User Experience practice – I was brought on-board to create a multi-faceted UX practice that is responsible for all products that have a user interface. In addition to establishing and leading the overall practice, I participated directly in projects as a UI/UX designer, Information architect, Usability tester, and end-user research analyst-Transitioned disparate development silo teams into cross-functional project teams, introducing end-user knowledge as a primary input for solutions -Managed vendor relationships regarding UX services-Participated in integration efforts during acquisitions; primary responsibilities involved weighing the pros/cons of competing solutions to determine which features should move forward, which should be consolidated and which should be sunset-Assisted the organization’s transition from waterfall to scrum/agile-Championed the Syniverse 360 Program – This program was an additional stream for end-users to provide input and offer development teams access to end-users -Authored UI standards to ensure consistency among product organizations and technologies-Lead the Crossroads portal redesign effort, which involved migrating Syniverse’s primary customer-facing portal (over 80 products) to a modern user experience in a completely new architecture. The new portal leveraged a robust combination of technologies; from Oracle’s ADF infrastructure to more popular Web stacks like Angular/Bootstrap as well as native HTML5/CSS3/JQuery-Assumed ownership of the Product Manager responsibilities during the portal redesign project-Evaluated and designed operational intelligence interfaces to produce effective and useful dashboards, utilizing modern dashboard packages like OBIEE/Micro Strategy-Designed both the customer facing and enterprise views of a location based shopping/discount mobile application, including campaign management functionality

-Managed both the Human Factors and Business Analyst teams – primary responsibilities encompassed UX strategy for Convergys, resource planning, and recruiting-Coordinated and directed all phases of project-based efforts while managing, motivating, and leading project teams-Implemented innovative HF initiatives that enhanced product quality, amplified awareness of HF services throughout the company, and increased collaboration between diverse teams -Prepared project proposals and facilitated client discussions, assisted with project planning, organized client workshops/meetings/conferences-Planned and executed multiple UI consulting projects that analyzed contact center UI and process inefficiencies, defined the business impacts and provided actionable recommendations-Pioneered the UX partner program – a program that ensures clients and their users are closely involved in the overall software development lifecycle-Lead HF UI design efforts that gathered user profiles, user requirements definition, system requirements definition, UI design, and usability testing-Utilized user-centered design methodology to design, develop, and maintain UI specifications in support of complex business processes, both for Web and thick-client applications-Established usability testing procedures, leading the execution of many usability activities utilizing various methods; formal lab testing, heuristic reviews, task analysis, and collaborative design