- Co-leading Amazon Delivery Experience’s Gen AI Center of Excellence, focusing on establishing an adoption playbook for harnessing Gen AI in the workplace for automation and augmentation. - Defining and measuring Jobs To Be Done (JTBD) across the Amazon Delivery organization to ensure alignment of UX resources with users’ unmet needs. - Designed and implemented a scalable remote research program to gather insights from hard-to-reach user populations, such as hourly associates and warehouse workers. Significantly reduced time-to-insights and costs, emphasizing human-centered design in complex, regulated environments.

- Built the first UX Research Team at Bread, supporting research across products including buy now, pay later solutions for sellers and personal loans. - Coached product managers, product designers, content strategists, to run self-service research. Translated stakeholders’ research requests into strong research questions and communicated tradeoffs in methods.- Led end-to-end generative and evaluative research studies for B2B product initiatives, including the first mixed methods study, mixing qualitative user interviews with a quantitative survey and cluster analysis in collaboration with the Data Analyst team to develop rich, quantified personas and segmentation centered around unmet needs in shopping and finance.

- Hired as J.P. Morgan Treasury Services’ first UX Researcher, supporting B2B customer experiences for 80% of the Fortune 500. Implemented formalized UX Research processes in a highly regulated financial services industry to improve high-risk, complex enterprise workflows for cash flow management.- Managed the research roadmap influencing the work of 16 Designers, 60 Product Managers, and 700 Software Engineers, aligning research priorities to business objectives. - Delivered clear, actionable findings and recommendations to a wide range of audiences, including executive leadership, product teams, and other researchers. Research efforts focused on high-impact projects: unmoderated usability testing for a consumer-facing payment platform, user interviews for Treasury chatbot, and lab usability testing for the core enterprise platform.- Created Treasury Services’ first research repository, with an insights archival process and templates still in use 4 years later.

- Published new organizational values and drafted a new playbook to reflect our mission to be human-centered at the organizational level, striving to become an example to others as a culture where human-centered work can thrive. - Reorganized the NYC UXPA, installing a new Board of Directors with 13 senior UX Professionals to lead multiple initiatives in parallel, including:- New UX Research studies to help us understand the needs and motivations of our members and volunteers.- Organized and centralized our organizational knowledge into a knowledge management system.- Streamlined event management.- Secured new sponsorship funding, and quadrupled the capacity of our mentorship program, allowing mentors and mentees the same level of in-person, interactive networking events to engage with one another.- Launching a website redesign project.The NYC UXPA is a volunteer-run nonprofit 501(c)(6) professional association formed to advance the interests of both User Experience professionals and the User Experience profession as a whole.

- Conducted the first UX Research projects, empowering stakeholders with actionable insights to drive better product decisions. - Collaboratively designed an end-to-end User Journey Map to reframe the product experience from the user's perspective. - Partnered with Analytics team for key research projects such as search analysis and recommendations. - Consolidated research findings into an accessible Google Sites website for team members across product, development, marketing, and sales.The United States Tennis Association is the nonprofit governing body for tennis in America. Along with managing the US Open annually, it develops programs to promote the growth of tennis.

I worked closely with clients to help them to validate the assumptions being made about their users that are driving design decisions. Uncovering unique needs to better meet their users' real needs helps these clients stay competitive in in their value proposition. My clients have included:YWCA Bergen CountyhealingSPACE (part of the YWCA Bergen County) is the sexual violence resource center for Bergen County, NJ. It helps survivors and their supporters navigate the difficult emotional, legal, medical, and social path to healing in the aftermath of trauma. With limited resources available, their website maintenance often got little attention. We were able to gather feedback from the internal team and users to design a new information structure for the critical resources survivors needed access to online.iVANZiAfter launching its eCommerce marketplace, iVANZi was anxious to capture feedback from its new users to continue to improve its platform's design and offerings. I helped them capture and understand this feedback through remote user interviews and usability testing.

- Planned and led collaborative design workshops with client executives. - Worked with client stakeholders to define business goals and users needs, then match them with appropriate formative and evaluative research methods. - Constantly reinforced the efficacy of my role as the user advocate by building strong relationships with my coworkers, superiors and clients. - Restructured our knowledge base to include mobile design standards, more comprehensive and user-centered data collection tools and templates. - Managed a standalone user experience design project for one of our key clients.- Introduced the value of user experience design, and how it could be used to help meet the businesses’ most important goals. - Held interactive presentations on user experience design, highlighting results from previously administered usability studies on our own website. - Attended pitch meetings to evangelize user experience design and secure client buy-in for UX work.DCW is a boutique web design and development agency with locations in Paramus, NJ and Manhattan.