I owned the Creative Arts portfolio of digital content on Amazon Glow, a new-to-world family IOT device that connected children with remote family members via mobile apps in play, art and learning.• Led cross-functional team and end-to-end product development from concept through execution, to launch dual-player drawing experience• Led data-driven and customer-centric roadmap and prioritization through customer and market research, product analytics, competitive landscaping and feasibility tradeoffs.• Invented new tech capabilities that utilized computer vision and machine learning to merge physical and digital play that became strategic product differentiators• Created strategy for scalable content architecture and production that became the backbone of 50% of the made-for-Glow content.• Supported go-to-market by unlocking opportunities to launch with art content from favorite kids brands (Disney, Mattel, Nickelodeon, Sesame Street).

I owned the out-of-box setup experience connecting Fire TV to home entertainment systems, now embedded in 100+ million Amazon devices worldwide.• Led cross-functional team to build and launch step-by-step setup that enables Fire TV and Alexa to control TV, audio and cable systems for millions of new customers per year globally.• Trained 200+ customer service professionals in India with hands-on workshops, side-by-side support on customer calls, authoring learning resources, and building automated troubleshooting workflows.

I transitioned from UX to lead a team of 3 customer success professionals after launching the Ray Super Remote, a touchscreen universal remote control that recommended what to watch on TV.• Flipped poor CS reputation to excellent by reducing customer support calls from hours to minutes through training, processes and tooling, directly driving 45% of positive customer sentiment. • Developed strategy and tools to define, measure and communicate key performance indicators and voice of the customer to exec leadership and full team, informing product prioritization.

• Designed and launched best-in-class out-of-box setup experience that guided customers to set up the Ray Super Remote to control all their entertainment devices in under 10 minutes - 70% faster than industry standard - through intuitive UX design, as mentioned in 40% of all Amazon reviews.• Created and delivered extensive user flows for all possible paths based on customer home equipment, created all wireframes, wrote all copy to be understandable by all customer cohorts (tech savvy to tech phobe), prioritized engineering roadmap to build and ship.

Created the UX for e-commerce and content websites across a range of industries. Wireframes, stakeholder interviews, workshops, usability testing. Clients included: NYU Langone Medical Center (redesigned online appointment scheduling), TEDx (strategized the future), Joe Fresh, MassMutual, Ascot (UK)

Selected to participate in Huge's UX school - a 10-week intensive to learn everything about strategizing, defining and creating world-class user-centric experiences, taught by the best in the industry. Had to learn fast and create strategy, wireframes and designs for a feedback tool that would revolutionize how we do performance management.

User stories, functional specifications and annotations for web and mobile apps. Clients included Lowe's, Nutrisystem and Barneys.

Requirements elicitation, process redesign, wireframes, testing and training for new system functionality and new business processes

I led cross-regional teams to design, develop and implement new business processes and tech systems in financial services, energy and sport. Clients included: BMI Bank, BSG Energade Triseries, Absa Bank, FNB Bank, BP. Highlights: redesigned the mortgage loan process for a bank in Bahrain and the online registration and race-day systems and processes for a national sporting event in South Africa. Responsible for project and product management, stakeholder interviews, product requirements, business process specs, testing and training.

Analysis including as-is and to-be analysis, requirements elicitation, system design, process re-design, functional specifications, test cases, testing, implementation. Envisioned and led corporate social outreach initiatives.