I take a disciplined approach to customer-centric strategy development. I use a combination of perceptive direct customer observation grounded by critical analysis to uncover customer pain points and unmet customer needs that represent opportunities for my clients to improve key business metrics. Leveraging my 20 years of customer experience and digital product management, I help clients maximize their resources and avoid common pitfalls in improving and redesigning current experiences as well as in shaping new ones. In addition to conducting customer research around the globe, I provide advisory services, conduct expert reviews, develop customer-inclusive digital experience strategies, assist in prioritized implementation planning, and design taxonomies, information architecture, process flows, and wireframes. My recommendations are praised for being actionable and focused on the changes with the highest potential impact on key business metrics. I am recognized for building strong relationships, both with my direct clients and with solution partners where I am brought in as a subject matter expert to augment agency teams.

Spreading the good! As a Certified Lead Instructor, I teach Human Centered Design (a.k.a. Design Thinking) methods to participants from across functions and industries, equipping them with the tools to create better products, services, and experiences.

In the initial creation of the Councils, I collaborated on defining the success factors for building a highly engaged customer-centric community. As a Council moderator, I have been told that I am part facilitator, part therapist. I bring together a group of executives with diverse backgrounds and roles to share best practices and ask each other for help. I design meeting agendas that are relevant and timely, that enable the members to connect deeply on topics that matter to them and that provide them with insights they can apply in their own businesses. Topic areas range from leadership to technology, to product management, human capital, and more.

Digital Prophets is a unique network of digital commerce experts who help to create, fix and grow retail businesses through consulting, executive placement, interim management, advisory roles, and more.As a Prophet, I leverage human-centered design methods in providing User Experience and eCommerce expertise to projects and delivering actionable recommendations for improvements to the omnichannel / digital retail experience.

Founded in 1997, Creative Good is a New York City-based consulting and services company focused on the customer experience. As a senior member of the Creative Good team, I sell, lead, and deliver global customer-inclusive experience projects for clients in retail, travel, education, media, financial services, and healthcare.

When I joined the Travelocity team from the Sabre agency side of the business in 1997, not only was there no concept of "customer experience," there wasn't even a concept of "product management" and the idea that customer needs can and should be driving the product strategy through this period of intense growth. After signing an enterprise deal with the era's biggest online mapping site, I convinced our President that we should try building a new consumer-centric, location-based hotel shopping platform using the geo data we had just acquired, and the product manager role at Travelocity was born. Implementation of the new hotels platform increased hotel bookings by 25% in its first week, and suddenly, the management team wondered if focusing on customer needs could drive similar improvements in flight and car bookings. This opened the door to my opportunity to build out a number of product teams, managing the full complement of travel services we offered. After our acquisition of Preview Travel in 2000, it became clear that more focus was needed on creating a holistic site experience, and I was tasked with building a multidisciplinary UX team, which grew from a handful of talented designers to a fully built-out team with IA, UI technology, designer, product manager, and UX research roles consistently working to improve our desktop and mobile experiences.