• Short-term, project-based contract role to collaborate on designing a Design Thinking training program, including developing web-based and virtual live training courses, and supporting material with how-to guides, training videos, tools, and templates.• Consult on structure and lead the pilot of a Design Thinking coaching program that mentors stakeholders to apply the best practices they learn through training.• Manage vendors who support the design and development of the training and coaching programs.• Mentor and coach product teams and leaders on how to apply Design Thinking to strategic initiatives.• Consult on the strategy to evolve the Design Thinking framework to align with product management, program management, and technical process frameworks.

• Short-term, project-based contract role to support the Global Client Solutions Voice of the Customer and UX teams in establishing and implementing a CX research program• Lead strategic CX research to uncover key opportunities to increase customer acquisition and retention.• Implement methods and tools to socialize, enable and track the impact of customer insights• Design and develop a Tableau VoC dashboard that synthesizes multiple data sources, including debrief interviews, NPS survey data, and research insights to identify the key drivers and themes that impact customer satisfaction and company success• Conduct customer research to deliver a Jobs-to-be-Done framework, customer journeys and problem statements• Conduct customer Win | Loss debrief interviews to uncover key decision drivers that impacted their decision to select or not select Amex• Provide expert consultation on CX research team structure, processes, tools and methods to inform future growth and scalability of the VoC team

Taking a much needed sabbatical to relax, recharge and reset, and enjoy the simple pleasures of life.

• Responsible for growing and leading the Cisco Enterprise Networking Design Thinking practice to incorporate the mindset, framework, and methods into the product and UX processes• Developed and oversaw a Design Thinking training and mentoring program fo UX, Poduct Management, Engineers and Business Stakeholders• Led Design Thinking projects from inception to delivery of viable, desirable, adaptable and feasible solutions• Defined and delivered Design Thinking methods, tools, templates and resources for teams to leverage that democratizes Design Thinking to incorporate into all aspect of the product lifecycle• Led teams through the Design Thinking process to support product strategy initiatives to identify key market opportunities and inform next generation product portfolio strategy• Managed, consulted on and conducted Design Thinking workshops throughout the product and design lifecycle including identifying market opportunities, developing strategy, understanding business needs, empathizing with end users, ideation and experimentation

• Led the Nonprofit Cloud research program to ensure the end user’s voice influences product strategy, roadmap development and design solutions• Managed complex research initiatives, such as Jobs-to-Be-Done, persona development, experience benchmarking and strategic research initiatives• Collaborated with executive leadership, Product Managers and User Experience to infuse the end user voice into decision making throughout the product lifecycle• Introduced and managed tools and assets such as an internal research sites, Tableau dashboards, and Slack channels to effectively communicate and provide updates and insights to stakeholders• Provided mentoring, consultation and tools to Product Managers and UX designers to support democratization of research in order to expand the influence of the end users in the strategy and design of product solutions

• Established and led an innovative UX Benchmark Program that extends beyond measuring the usability of the product interface to measure the effectiveness of the overall experience with the product through the end user lifecycle of Implementation, Adoption and Engagement• Developed an Einstein interactive dashboard that included filtering on key characteristics and segmentation for easy, self-serve access and transparent communication of benchmark results at both a high and detailed level• Developed educational content to provide an easily accessible and clear understanding of the program, including a Confluence site and video tutorials• Built and introduced an innovative “Metrics that Matter” process, which identifies product metrics that maximize impact and drive meaningful results through the direct alignment of metrics with business objectives

• Senior Manager of the CX/UX team which leverages the Design Thinking process to foster innovation and add business value.• Managed complex CX/UX programs to gain a deep understanding of the current and evolving needs of Cox business, customers and employees to deliver design solutions, journey maps, personas, service blueprints, usability insights and benchmark assessment evaluations.• Managed large-scale research programs which include ethnographic research, longitudinal studies, video diaries, in-lab and remote usability testing, eye-tracking studies, quantitative surveys and neuropsychological research.• Responsible for mentoring and leading the team to master compelling storytelling through interpersonal communication, formal presentation and video stories to build empathy, highlight key opportunity and encourage meaningful discussion.• Managed, planned and facilitated collaborative workshops including ideation, future-casting, opportunity analysis and co-creation.• Responsible for innovating processes and methodologies to optimize effectiveness and gain efficiencies.• Manage vendor relationships, including contract negotiations, RFP processes and project oversight.• Serve as a Design Thinking trainer, coach and mentor across the Cox Enterprises organization for non-UX professionals, with the responsibility of teaching the practice of the Design Thinking process within an Agile/Scrum environment.• Expanded the Cox Communications design function from a visual graphics production team to a high performing User Experience team by introducing, mentoring and leading key roles such as Visual Designers, Information Architects, UX Leads and UX Researchers.

• Established a precedent setting product strategy process, ensuring proactive planning to position products for effective, long-term success.• Coordinated product management initiatives in order to obtain revenue goals and increase customer satisfaction. • Developed product strategic vision, goals and roadmap.• Led product initiatives through the project lifecycle. • Tasked with improving the online consumer experience and transaction rates.• Identified product research needs: includes identifying customer needs, market place demand, competitive threats and business opportunities, • Contributed to the prioritization & development of appropriate solutions,• Gained input from IT, business stakeholders, other product managers, experience design practice, marketing and customer service to aid in proper definition of solutions. • Maintained vision for product evolution.• Coordinated communication with other functional areas within AutoTrader.com.• Analyzed the results of changes to aid in future strategic planning, definition, product optimization and portfolio management.• Forecasted and reported on results of product changes and tests.• Led multiple new product development initiatives, extending AutoTrader.com into the broader disposer space beyond private sellers.• Led research planning activities to effectively inform product strategy, development and management.

• Initiated and spearheaded the development and implementation of a structured yet flexible User Experience Strategy process that yielded consistently effective results. After proven success, the process was extended into the detailed design phase.• Partnered with Product Managers to define product strategy and requirements which promote high quality user experiences that support business objectives and product success.• Led user experience teams in defining design visions and requirements to guide detailed design and implementation.• Led detailed design teams including Interaction Designers, Visual Designers, Copywriters and Usability Analysts in a user centered iterative design process to ensure delivery of effective user experiences which align to the design vision.• Oversaw the creation of design deliverables ranging from high-level design strategy documents, design requirements, wireframes, prototypes, visual design layouts, copy documents and usability plans.

• Introduced, established and championed usability within the organization. • Planned and executed iterative user research and analysis projects including usability testing, heuristic evaluations, tasks analysis, contextual inquiries, and identification of user behavioral patterns. • Applied user research and usability principles to provide design recommendations to Product Management and business stakeholders.• Served as an expert design consultant to the user experience and development teams, Product Managers and business stakeholders by reviewing concepts and design.

• Established and developed the initial in-house visual design and copywriting department.• Oversaw creative operational functions, including hiring and managing creative staff and implementing departmental processes that resulted in consistent on-time, within-budget project delivery.• Creatively directed designers and copywriters in developing web-based visual design and content solutions to support business goals and product strategy.• Partnered with Product Management to develop product strategies, design vision and business requirements.• Provided high-level creative process and strategy recommendations to the Vice President of Product Management.• Developed research-based usability web design and copywriting guidelines, and product style guides.• Implemented performance metrics and a structured growth plan.• Instrumental in the development of cross-departmental processes and procedures to align multiple business units into a consistent project approach.

Clients: Coca-Cola Fountain, Coca-Cola Marketing, AT&T Wireless, Cox Enterprises, Cox Interactive Media, Cox Communications, PrimeStar, Heavenly Ham, BellSouth, Home Depot, Home Depot EXPO, Georgia Tech, Fulton County, MA&A Consulting Group and Bigelow & Eigel Advertising Agency.• Designed internet and intranet sites.• Designed and developed interactive CD and video presentations.• Designed a diverse span of print materials including, but not limited to brochures, billboards, point-of-purchase displays, trade-show displays, direct mail, product catalogs, product packaging and annual reports.• Designed the creative for the Central Atlanta Progress video, which won the Videographer's Award of Excellence in Creativity/Editing.• Consulted on the establishment and implementation of creative departments and processes.

• Established and developed an in-house creative marketing department.• Oversaw all creative operations, including hiring and managing creative staff, implementing production procedures, establishing and maintaining production schedules and budgets, and creatively directing print design.• Effectively reduced production expenditures by an average of $30,000 per month, during the same period that advertising markets increased from 5 to 19 (individual stores increased from 8 to 60), including international expansion.• Responsible for establishing and managing relationships with pre-press studios and printing companies, including analyzing contract proposals, negotiating price structures, managing print production budgets and overseeing production.• Developed marketing concepts and designs to establish image and promote awareness.