• Led and facilitated stakeholder and user design workshops to align objectives, gather insights, and drive collaborative ideation, ensuring that all voices are heard and strategic goals are met.• Developed and implemented comprehensive user research strategies to uncover critical user insights, identify opportunities, and shape strategies that enhance user satisfaction and engagement.• Integrate service design principles to enhance the overall customer experience, ensuring that all service touch points are aligned and optimized to meet user needs and business objectives.• Designed and mapped current and future state customer journeys, personas, and product roadmaps, delivering actionable insights and clear, strategic plans to guide product development and user experience enhancements.• Produced detailed UX deliverables including concepts, wireframes, prototypes, and design specifications, effectively communicating user and business requirements and ensuring seamless design execution.

• Directed UX teams in the successful delivery of high-profile financial products, achieving System Usability Scale scores exceeding 80% and surpassing net new assets targets by over 15%.• Led service design initiatives to enhance the overall customer journey, integrating touch points and channels to create cohesive and seamless experiences that meet client needs and business goals.• Collaborated with key stakeholders across the enterprise to align the needs and objectives of high-net-worth and ultra-high-net-worth clients with product strategies, design principles, and technology standards.• Cultivated a dynamic team culture focused on experimentation, continuous learning, and cross-disciplinary collaboration among Designers, Researchers, Content Strategists, technologists, analysts, and business partners.• Facilitated design thinking and strategy workshops with product and leadership teams to drive innovative solutions and strategic alignment.• Developed and tested design hypotheses through rigorous user research and testing strategies to ensure user-centered design solutions.

• Directed design teams in creating 8 of the 100 industry-specific mobile iOS applications as part of the Apple + IBM Partnership, revolutionizing enterprise workflows by integrating enterprise data, analytics, and AI into user-centric applications that enhanced employee interaction, learning, and performance.• Global Innovation Consultant, leading design thinking workshops for clients, executives, and project teams. These workshops resulted in prioritized capabilities and metrics, along with actionable short-, medium-, and long-term strategic plans.Rapidly developed prototypes within a week, leveraging AI, AR, and other emerging technologies from IBM's research labs to create cutting-edge solutions with onboard device capabilities.• Created and reviewed UX design deliverables across a diverse range of platforms, including mobile, desktop, wearables, and vehicles, ensuring high-quality user experiences and seamless integration with new technologies.• Hired, led, trained, and mentored UX teams, fostering professional growth and driving team success through effective leadership and support.• Defined, sold, planned, scheduled, and staffed UX projects, managing project lifecycles from initial concept to final delivery with a strategic and client-focused approach.• Developed and delivered UX design training courses to over 1,000 employees globally, covering Mobile UX Design, Prototyping, and IBM Design Thinking, enhancing organizational design capabilities and knowledge.• Integrated service design methodologies to create holistic user experiences, ensuring that service touch points are aligned and optimized for both user satisfaction and operational efficiency.