Collaborates across product disciplines to plan, craft, and refine terminology, messaging, content strategy, UX patterns, and language in the interface of Dynamics 365 for Customer Service, an enterprise-grade contact center solution. Notable projects include:• Copilot for Service• Autonomous Agents

Collaborated across product disciplines to plan, craft, and refine terminology, messaging, content strategy, UX patterns, and language in the interface of Dynamics 365 for Customer Service, an enterprise-grade contact center solution. Notable projects include: • Admin Center: Led a terminology-based user study for a channel setup feature to: evaluate administrators' mental model and understanding of the feature’s capabilities, drive alignment on scalable + user-friendly terms for the feature, and improve its discoverability.• Analytics: Ran a card sort study to drive strategic improvements to the information architecture and navigation across our out-of-box analytics reports. Also, facilitated a discovery workshop with the feature crew (including designers, PMs, engineers, and data scientists) to uncover new solutions for our analytics sitemap.

Collaborated with designers, product managers, researchers, and engineers to deliver UX solutions with clear, concise, and compelling content for the end-to-end customer experience.Notable projects include: • Biometric Data: Led user research to validate design solutions alongside key stakeholders (product, PR, legal, etc.) as we launched an industry-first biometric model release that enabled photo and video contributors to submit visual content for AI/ML opportunities.

Contributed to civic tech solution that enhances disaster resilience and helps close the last-mile disaster relief gap in Puerto Rico. Wrote use case requirements, mapped user journeys and service blueprint, defined information architecture, produced end-to-end wire flows, and co-facilitated user testing.

Led content marketing for several brands at Blavity, which make up the largest network of digital platforms serving Black millennials.

Documented and shared the story of The Children’s School through a variety of media formats including social media engagement, web management, digital strategy, design, production, and email communications. Led year-long strategic initiative to increase enrollment across 10+ grade levels; developed inbound marketing campaigns using experience journeys, personas, keyword research, and design thinking; successfully converted 12% of website users into admission leads.