Managed a team of inclusive design researchers leading strategic digital initiatives in the Commercial and Corporate Investment Bank. Ensured team shared actionable customer insights and recommendations, facilitated cross-enterprise, participatory design workshops, designing activities and materials, follow-up reports and action plans. Recommended prioritization and phasing strategies, along with key performance indicators, transforming digital customer experiences.

Collaborating closely with cross-functional client contacts and Awasu's director of accounts, I led a 16-week service design engagement through four phases: detailed discovery, analysis and validation, solution definition and executable roadmap. I designed and facilitated numerous employee experience research activities, including subject matter expert interviews, a quantitative preferences survey and a qualitative "Time Capsule" study. Conducted a wide-ranging organizational assessment and a thorough content inventory, reporting biweekly on findings, documenting insights, and proposing a varied set of solutions based on a sustainable strategy tailored to the client's unique situation.

I began my stint at Comrade by planning a full-day Service Design workshop for the entire team, focused on optimizing internal processes, client service, and team dynamics. To prepare, I set goals with the CEO and key stakeholders, conducted in-depth interviews with clients and team members, developed co-creative activities, and documented findings and recommendations along the way. Ready for client work, I led a three-month lean UX process redesign for the team, setting strategy and managing interaction designers through concepts and detailed wireframes, to bring major feature enhancements to mobile and tablet experiences for a key client.In my final months at the agency, I created a practice framework for Service Design strategy and delivery, articulating the opportunity and value to prospective clients, exploring the competitive landscape, establishing a repeatable process and approach, planning typical activities and creating deliverable templates, looking ahead to potential staffing and training needs.

Responsible for the overall quality of customer experience on wellsfargo.com. Established and implemented a formal review framework consisting of peer reviews, group critique sessions, and active stakeholder management. Modeled effective and constructive feedback techniques through example, guidelines, and training, in order to ensure that all project teams receive verbal and written feedback throughout the design lifecycle. Provided coaching, mentorship, and guidance regarding the user centered design (UCD) process, customer experience strategy, brand execution, and standards & guidelines. Evolved the team's UX practice through research and curation of industry best practices and through internally and externally sourced training opportunities.In partnership with customer insights and Forrester Research, co-led a formal initiative to bring Service Design methodologies to address multi-channel servicing and operations challenges across the enterprise.

Within a three-month release cycle, designed key features incorporating rich internet application enhancements using Agile processes. Created detailed wireframes and wrote functional specifications for online bookstore enhancements and community features, based on intersection of business goals and user interaction requirements.Returned as a consultant to provide product design exploration and specifications for several BookSmart features.

Responsible for defining product strategy and user experience design for MyQuire.com. Led complete product redesign through requirements gathering, prioritization, prototyping, usability testing, development and deployment. Management of product roadmap and ownership of end-to-end user experience/customer lifecycle. Designed and launched three Facebook applications called “Get Stuff Done,” "Obama: Get Involved" and "McCain: Get Involved."

Managed team producing website, marketing collateral, business system, direct response and advertising campaigns. Worked with executive stakeholders to define business requirements, manage scope, and document detailed content and systems strategy which enabled successful, on-time website redesign incorporating major SEO-enabling enhancements.

Lead interaction designer and functional analyst for top internet retailer's back-office software suite, including content management system, merchandising tools and supply chain management software. Led cross-functional design and development teams through the implementation of multiple projects within five successful releases. Pioneered key enhancements to team's process, toolset and resource allocation planning.

Managed the translation, migration, testing, and launch of training content and online course registration functionality to 41 countries in 15 languages. Defined UX requirements and wrote functional specifications during a redesign and upgrade of the Worldwide Education team's Learning Management System: a searchable course catalog and end-to-end task flow encompassing registration, purchase, and payment collection processes.

Contract-based consulting work in interactive design and production, user experience strategy, and technical writing. Clients included interactive startups, publishing firms, software companies, and design agencies.

Wrote functional specification documents for AutoCAD and Buzzsaw features. Managed redesign of Autodesk's end-user portal and helped facilitate the company-wide integration of all external online properties. Project-managed numerous usability studies, writing test plans and building high- and low-fidelity protoypes.Other position(s) held: Design Manager

Provided e-commerce business strategy, information architecture and content development services to Fortune 500 clients at well-known brand and packaging design studio.

Successfully managed 6 product releases and the launch of 3 international websites, developed integrated marketing communications plan, media strategy, advertising and events, gathered response metrics and provided business intelligence to executive team. Other position(s) held: Marketing Manager

Site architect and content strategy lead for Interop.com and SeyboldSeminars.com.Other position(s) held: Attendee Marketing Specialist and Production Assistant, Creative Services