Defined vision and established an entirely new Customer Experience practice, designed to ensure proactive, best-in-class customer engagement that strengthen relationships with clients and partners at all levels. Instilled a practical balance of creativity, organization, urgency, and empathy throughout the organization to define an enhanced customer journey. • Designed and deployed a communication framework to strengthen our customer engagement methodology, socialized across delivery teams driving individual accountability. Guided and led managers in Customer Experience and Technical Accounts.• Oversaw UX research activities in the development of user profiles and personas in support of an improved Customer Portal experience that better frames site features, performance utilization tools, and services. * Led support efforts for our Amazon Web Services (AWS) Cloud Architects and Engineers, and the care and oversight of other engineering operational teams within the company.

• Conducted lead UX Design enhancements, including strategy, planning, and redesign of a cloud-based Electronic Medical Record (EMR) platform, built to manage all facets of patient care and practice management for a leading-edge behavioral science practice. • Conducted all aspects of user research, information architecture, and interface design with the client and development team.• Established, led, and reinforced the need for adoption of Agile methodologies within our internal software development team to streamline efficiencies. * Applied and reinforced UX research and design to improve the overall customer journey.

After nearly 10 years within Publicis Health, I took on unique contract engagements between 2014—2018, listed in the workplaces and efforts seen below. In each role, I was brought in as a multifaceted, experienced digital ninja, leveraging design thinking and an understanding of technology and digital channel ecosystems to create experiences that matter.Senior Director, UX & Digital Strategy : Imagination Publishing • Established agency UX initiative to improve sophistication of deliverables, establishing process and best practice• Oversaw execution of UX research, information architecture, and design to generate optimal digital experiences• Managed analyst team tasked with program performance reporting (LinkedIn marketing, paid search, lead nurturing campaigns, social, inbound, and email campaigns)Director Digital Marketing : Northwestern Medicine• Developed integrated digital marketing across channels in support of patient and employee engagement• Redesigned unified website and user experience amid ongoing mergers in the Chicago regionAssociate Creative Director : Walgreens• Recruited to provide contract creative direction on the Walgreens E-Commerce Daily Living/Retail Products team.• Oversaw execution of online materials, display advertising and e-mail for weekly in-store promotions, drive-to-store campaigns, and Balance Rewards loyalty program.Experience Research Lead : SapientNitro• Conducted research, insights, customer interviews, and synthesis within a highly collaborative, cross-functional team during the discovery phase of an online platform redesign.• Conducted qualitative field research; end user target interviews comprised of small-to medium-sized businesses in the San Francisco region.

Recruited by the Deloitte Cognitive Intelligence team to manage UX and interface design for a transformative proof-of-concept application that leverages the IBM Watson cognitive computing engine and natural language processing to provide solutions for a wide range of targets. • Oversaw research, planning, and all aspects of information architecture to craft the experience. • Developed the roadmap for the future, including social hooks to generate future state population health dialogue.

Recruited to provide leadership within a corporate life sciences account, becoming a “connector” between the brand/creative team, account, and divisional franchises. • Executed global strategies across the US, Brazil, China, and India for a major Life Sciences/Healthcare account.• Oversaw execution of both online and traditional deliverables including social campaigns, film and video, and experiential event production for major in-person exhibitions.

After a merger between WIlliams Labadie and Discovery Chicago (another Publicis Health agency), was picked to lead actionable digital strategies across agency accounts. • Directed multidisciplinary digital teams, oversaw execution of all digital initiatives and development.• Project initiatives include website and application development, tablet and mobile applications, online learning programs and interactive case studies, e-mail campaigns and e-newsletters, online games, surveys, PPC and display advertising.

Advanced to Vice President of Digital Strategy while guiding the transformation of traditional agency workflows into a digital-first mindset. • Realigned individual contributor roles to fit within a stronger operational model focused on bestpractice in digital through user experience to improve the overall sophistication of client initiatives.• Developed and implemented digital strategy process overview, used in agency new business proposals.

• Brought on to build digital competencies within a growing Publicis Health marketing agency.• Recognized for continued growth in digital marketing, driving increased revenues year over year.

Partner and co-founder of independent creative services firm specializing in digital business solutions. • Led design strategy and creative direction, design and graphic production.• Identified and established new business opportunities, managed accounts and client relations

• Directed multi-disciplinary digital team for BritneySpears.com and SiegfriedandRoy.com entertainment websites.• Designed and developed both online and traditional initiatives: websites, interactive presentations, print advertising.

• Designed and developed online initiatives, including website concepts and prototypes, presentation materials.• Developed and coordinated project documentation, including business requirements, functional specifications, and information architecture prior to creative execution.• Led multidisciplinary digital team including designers, content strategists, production, project management for client web properties.Key digital projects/clientele: Discover Card, Discover Business Services, GE Appliances, GE Medical Services, Kraft Foods

• Designed and developed graphic communication initiatives.• Conducted design, layout, image manipulation, photo retouching, brand identity, and logo development. Clientele: Chicago Blackhawks Hockey Team, Chicago White Sox Baseball Team, Fox Sports (Chicago, Ohio, and Bay Area affiliates), Lettuce Entertain You Restaurants, Inc.