I use human-centered design strategies to co-create innovative technology solutions with Global Public Sector customers. I deliver desirable, feasible and viable technology solutions for large enterprise and regulated environments.

Making the way the world works delightful.Customer Experience Research: We research key moments in the Customer Journey to understand our customers' experience using innovation and design thinking based approaches.«Research Objectives, Customer Interviews, Stakeholder Management, Vendor Management, Data Synthesis and Insights, Journey Mapping, Service Blueprints, Empathy Maps, Report Writing and RecommendationsIdeation and Solution Workshops: Improvement areas are identified based on customer research and service blueprinting. Our team brings together stakeholders in design thinking workshops series to define, validate, ideate, and action on innovative solutions that improve our customer's experience with ServiceNow.Customer Advisory Board: I run the Customer Experience Advisory Board, a long term CX feedback channel. The board is comprised of key customers from a range of industries that meets quarterly with ServiceNow. I facilitate board meeting, collaborate with internal SMEs to prepare topics, and manage all recruitment and customer relationships.

Focused in Sales, Strategy, and Consumer Markets.

As a Lead Associate on the Digital Experience team, I lead agile teams of designers, strategists, and technologists to research and empathize with users, solve enterprise challenges, and implement transformative products and solutions.Human-Centered DesignDesign ThinkingCustomer ResearchCustomer Experience StrategyVoice of CustomerWorkshop FacilitationService and Product DesignAgileScrum

Program Management:• Business Development – solicit additional support/tasking in existing accounts, and develop net-new accounts; manage all sector contracts• Oversee/maintain P+L for the Southeast sector, and partner accounts• Manage and report on sector pipeline and forecasting• Manage and approve sector overhead budget• Oversee/manage contract negotiations/data calls• Resource/Staff planning for active and projected tasking • Inter-company resource planning and coordinationClient Work:• Supervise commercial and federal account work in the Southeast sector • Primary point of contact with client, partner with clients to define problems, scope of work, and resources.• Plan and lead client engagements – workshops, focus group, facilitations, co-creation activities• Analyze engagement inputs, summarize findings, propose solutions, and make recommendations to client

Senior Design StrategistAccount Management: • Primary point of contact for a Naval customer account – responsible for maintaining sufficient tasking for a team of five; finding value-add opportunities and garnering the necessary government official approval to execute work; planning for staffing and resources to execute tasking on time and within budgetConsulting:• Direct support to the Program Director to build, visualize and communicate the strategy for IT Network Transformation within the defense industry• Co-create with our client to understand their goals, plan solutions and deliver a spectrum of tools and resources to be deployed across a three year effort• Conceptualize technical communication requirements and translate them clearly, simply and concisely to gain alignment with various stakeholdersDeputy Charleston Lead:• Oversee the management of financial trackers + P&L• Manage the preparations of all sector invoices• Manage overhead budget

• Collaborate and co-create with customers to use design thinking techniques to tackle organizational challenges with custom visual tools• Plan agendas and facilitation activities to define organizational challenges and goal, identify dependencies and milestones– Customer Journeys– Post-It Sorting Exercises– Agile – Interviews/Focus Group Facilitation• Review primary and secondary information, analyze all inputs, and make recommendations• Develop low-fidelity prototypes– Wireframes– Sketching– Paper • Iteratively develop on proposed solutions, refining functionalities and content• Assist a hybrid team (content strategist, developers, UI/UX designers, carpenters) in the production of final products

• Dual specializations in Public Relations and Healthcare Communication• Capstone Research | "Audience Prioritization in Crisis Communication" - An experimental quantitative and qualitative research project that studies the protection of corporate reputation and value during a crisis while managing stakeholders with competing interests.• Research plan, methods selections, participant recruitment, data analysis (SPSS), insights and report, presenting results

• Mastered the art of managing up – expertly applied influence from the lowest ranking position on the team• Project management and operations support of advertising agency creative department• Project managed and insured the on-time submission of all print ads to all media outlets; internally coordinated the design, production, and approval of all creative; externally partnered with dozens of media outlets on deadlines and quality control – Successfully submitted over 1000+ ads a year across 20+ different client accounts, never missed a deadline• Managed all expenses for the creative department; reconciled and documented all creative department charges, insured clients were billed correctly (photography, printing, etc.)• Managed the calendars and client travel of three creative directors• Sourced creative photography• Designed digital ads in Photoshop and Illustrator; edited print deliverables in InDesign• Attended and contributed to internal creative briefings, creative reviews, and branding sessions