As part of the Zendesk Labs Leadership Team, I work across the SVP level suite to help unlock innovative messaging solutions using (and extending) the Zendesk platform.//2023 Highlights//• Led the 0 to 1 design of an integrated Shopify commerce solution for the Zendesk app marketplace. Features included full catalog search, store location, order management and reporting. The solution was implemented with one major partner, and developed further in partnership with the broader design team to explore scalable and ethical AI-driven commerce solutions. • Partnered with Zendesk Product Marketing, Sales and Events team to design end-to-end messaging experiences using Sunshine Conversations to drive awareness of the Zendesk omnichannel platform during customer-facing gatherings and company-sponsored events. • Partnered with a major global consultancy offering sustainability solutions that allow companies to better comply with new or existing climate regulations. Led a design workshop to define the use cases and workflows for data emissions reporting using Zendesk as a collection tool. Design artifacts from this project were presented at Climate Week in NYC. • Developed an innovation lab design methodology for repeatable and scalable customer engagements. This program and accompanying body of resources was operationalized into the greater Zendesk design org as the company moved to become much more customer focused in 2024.• Provided mentorship to newer designers looking to advance their knowledge and careers.

• Worked to enhance the Customer Data Platform, supporting all phases of the ELT process as well as integrations with Tableau and other business intelligence platforms. • Led the design of a native WhatsApp integration for Marketing Cloud, its first new channel in three years. • Partnered with Salesforce core team to develop audio for Trailhead and Einstein Voice.• Led the design and documentation of an internal-facing emergency management app as a side project. • Two patents granted.

• Designed analytics and data visualization for push notification activity. • Developed a platform to enable mass deployments of Bluetooth beacons and manage the messaging capabilities of each. • Deliverables included wireframes, high fidelity mockups, clickable prototypes, concept documentation.

• Led the initial design and user experience concept for a subscription video streaming service startup.• Worked directly with the founder and scrum team to produce interactive prototypes to pitch for fundraising.

• Led post-acquisition rebranding of an online custom photo printing service.• Designed, developed and managed the application implementation and front-end in a hybrid UX/PM role.• Managed the development of a suite of consumer mobile applications supporting data sync and device security.

• Created and maintained digital assets for an online custom photo printing service.• Developed and curated seasonal book templates and themes.• Designed and implemented new application features in MSFT Silverlight.• Designed and implemented landing and help page content.