Transforming customer experience with data, technology, and empathy.

Online music education startup.

- Sr/Director-level role accountable for all consumer-facing digital experiences and content. Led a start-up-like department within one of the West’s most beloved legacy brands (500+ retail locations). #1 in customer service because doing the right thing still matters. - Led digital transformation and innovation. Built the strategy, teams, and operations of related programs: community and social media, digital advertising, content strategy, marketing automation, SEO, SEM, front-end website/ecommerce, conversion-rate optimization (CRO), UX design, and customer insights/VOC, etc.- Our team launched digital products such as online appointments, online payments and BOPIS, remote mobile service, online financing applications

Contract through Filter, LLC. Focused on improving the new user experience to support global growth initiatives for the Facebook core app and FB Lite app—for 2 billion people worldwide.

Contract through Evo Solutions• Led a user experience research and consumer insights team that supported the $7.9 billion direct-to-consumer business unit. Built influence as internal thought leaders across the org. Presented evidence-based, actionable recommendations.• Contributed to DTC 18.4% YOY sales growth for FY 2016. DTC’s results comprised 69% of Nike’s total YOY revenue growth and 100% of its gross margin growth.• Appointed by senior leadership to review consumer experience in Nike Women‘s stores across the world and provide insights to better understand consumers'​ perceptions, strengths, and potential areas for improvement. Insights and recommendations were reported up to the President of Nike.• Provided research-based iterative changes to Nike's e-commerce site’s product recommendation engine that increased engagement 3%, conversions 13%, average order value 41%, and revenue per visit 51%. Collaborated on A/B testing and definition of best-practice parameters.

• Developed and grew client relationships. Consulted with executives (customer success) at leading health systems to develop and systematize capability to track, measure, and analyze consumers’ perceptions, understand their respective strengths and weaknesses relative to the market landscape, and identify and prioritize opportunities for competitive advantage.

• Led operations of projects and teams for Fortune 100 technology clients. • Conducted exploratory research for the development of Google Play Music and YouTube Red. • Selected to lead the firm’s largest, most complex project ever for its largest client’s COO. Orchestrated a 12-person team that conducted survey research in 42 languages. Delivered on time and within budget despite extreme procedural, technical, and security challenges.