Mark Felcansmith Email & Phone Number

Munich, De

London, Gb

Neol is a community-powered platform reimagining how creativity is organized with access to expert talent. As a Strategic + Creative Leader at Neol, my ambition is to spearhead real change through purpose, empathy and impact.

Advisory and consulting services on product + service strategy, design and development. Brand and market positioning. Facilitation of discovery, alignment and design workshops.

New York, Ny, Us

Advancing the practice of design leadership in the World. Our mission is to advance the practice of design leadership by fostering a community where the world’s best can learn from one another. We strive to make the Forum inclusive and relevant to those confronting the challenges of leading design teams.

San Diego, Ca, Us

ResMed is a global leader in connected healthcare with millions of IoT enabled cloud connected medical devices for daily remote patient monitoring, with its hardware and connected software solutions treating and managing sleep apnea, COPD and other chronic conditions.I led the global UX practice of 40 team members, with 4 senior managers as direct reports, across North America, Belgium and Australia which included Experience Strategy, User Research, Product + Service Design, Behavioral Science, Content Strategy, Technical Communications and Design Ops teams. Successfully improving patient health and adherence through research, design, integrated AI/ML, and applied behavioral science. Provider solutions to enable remote patient monitoring and intervention management. Delivering across a complex cross-functional organization within a highly regulated industry for devices, masks, embedded software, digital and services that improve both patient and provider outcomes to help millions of people sleep, breathe and live better lives. Championed a comprehensive enterprise Design System rollout supporting a global product portfolio, international development staff, distributed design and product management teams contributing 65%-80% time savings on tasks.Sponsored product development operating model transformation, encompassing global teams, cross functional roles, strategic roadmap and tactical deliverables.

Menomonee Falls, Wisconsin, Us

Led cross-functional teams of user experience designers, researchers, analysts, strategists in Milwaukee & Silicon Valley.Managed strategic end-to-end digital customer journeys across the brand ecosystem, driving a collective increase in transaction conversion and CSAT across digital channels.Modernized the omni-channel loyalty program, leveraging AI/ML and predictive user behavior modeling to grow membership.Led UX organization through operating model transformation to adopt agile and lean UX methodologies.Established the Conversational Commerce working group, setting brand standards for voice interface and chatbot persona.Partner closely with Product Management, Engineering, Merchant and Brand/Creative/Marketing organizations to help define and drive the experience vision for the portfolio programs. Actively direct a complex portfolio of products and services across Kohl’s digital ecosystem, Kohl’s Credit business and Kohl’s physical store operations.

Deerfield, Il, Us

Directed design and research engagements across Walgreens brand portfolio supporting their integrated customer experience retailing strategy; including customer-facing e-commerce, pharmacy, photo, omni-channel service design initiatives and strategic enterprise engagements to deliver successful associate, user and customer experience solutions.

Us

Program Director for the Interaction 13 Conference, the premier annual interaction design conference put on by Interaction Design Association (IxDA).

Chicago, Il, Us

Partner with Product Management and IT on defining strategic roadmaps and tactical execution for primary focus areas: search, browse, product details, cart, checkout, account/profile and global frameworks. Responsible for the design planning, platform enhancements, requirements definition, production and delivery of our core e-commerce sites: sears.com, kmart.com and the associated portfolio of brand properties. Support research and design of community sites; mysears.com, mykmart.com, and mobile sites sears2go, kmart2go, and social network and social commerce applications. Additional responsibility for managing and maturing the Research Practice, including primary research through Usability Lab studies, field ethnography, contextual inquiry, and direct observation through customer intercepts and shadow shopping. I actively led the growth of the User Experience Architecture department from 6 to 34 experience architects, taxonomists, and usability engineers through recruiting, training and mentoring.

Northbrook, Il, Us

Owned strategic development and infrastructure build out for the User Experience Architecture Group as part of Allstate Financial Technology, Web and Integration Services. Strategist for the institutionalization and infrastructure build out of Allstate Financial Usability and User Experience practice. Conducted long-term strategic planning activities for programs focused on better servicing field agents, consumers, and customer service representatives.Allstate Financial

Certification, Facilitation

Ba, Liberal Arts

Music Performance And Education

Music Performance And Education