Leading the team and shaping the innovation agenda for a consumer healthtech startup. 29 million American women worry about leaking pee in public. We're making a simple medical device to keep them dry at the gym and home exercise software to restore natural continence.

Polsky Incubator life sciences cohort member.

Agenda setting, strategy and projects in the service of continuously improving, differentiating and evolving the customer experience at any and every service touchpoint.

Played an integral role in shaping Panera's three-year digital roadmap, cafe integration priorities, and customer-centricity model for the undisputed eCommerce leader in the food service industry. Authored a comprehensive digital customer journey solutions map and coordinated a corresponding cross-functional capabilities analysis. Mapped out future-facing service blueprints. Partnered with internal loyalty marketing and data experts to draft a realistic, future-ready, enterprise-enabling customer 360 plan.

Led the experience design and operations research functions as well as key strategic initiatives for the global innovation team at McDonald's Corporation. Responsible for new product, system, and service concepts - be they physical, digital or organizational. Engaged from trend analysis through international piloting. Collaborated closely with business research, operations, engineering, IT, marketing, and design colleagues across the organization. Between 2006 and 2015, my team conceived, prototyped, and evangelized most of the digitally-enabled service experiences now scaling across McDonald's Restaurants globally. The $300M AI investment announced in March 2019 will realize our vision of a more personalized and expeditious Drive-thru experience, first unveiled publicly in 2012 at McDonald’s Worldwide Owner-Operator Convention.

Engaged in the transformation of the restaurant operating platforms (service, production, retail, and merchandising) to solve for diverse global conditions and future needs. Introduced customer-centric design and research methodologies. Built a world-class team. Portfolio includes: reinvention of the service model that defined the QSR category and inventing a brand-differentiating, patentable means for fulfilling mobile orders.

Led joint IDEO/client teams in 6-month to year-long design programs intended to foster a culture of customer-centered innovation within the client organization. Clients included McDonald's Corporation, National Security Agency, Stanford University, Pfizer Consumer Healthcare and Hewlett-Packard.

Built and led Smart's design research and strategy team. Managed the OXO International account for 1.5 years. Contributed to award-winning designs for OXO and Hewlett-Packard. Additional clients included McDonald's, Johnson & Johnson, Kellogg's and Toyota.

Designed and ran the BGC's administrative system at the founding of the graduate program in the decorative arts. Promoted from administrative assistant to assistant dean in the first year.