Experienced and innovative Human Centered Design leader with deep management skills, a successful track record building and leading interdisciplinary agency teams focused on transforming customer experience through insight-driven holistic Experience Strategies, Marketing Ecosystems, and Experience Design. I deliver results by providing a clear and compelling user-centric strategic vision while directing cross-functional teams. - Human-centered Experience Strategy & Design - User Experience Strategy - Service Design Strategy - Design Thinking and Service Design workshop leadership - User Experience Research- Cross-functional team leadership - Omni-channel Marketing Strategy and Planning - Brand Experience Strategy- Product Design Operations and Organizational DesignClient verticals: Technology, Insurance, Consumer Electronics, Automotive, Higher Education, Early Education, Travel & Tourism, Energy, CPG, Lifestyle, Pharma, Banking, Wealth Management Marketing Stack: Experience Strategy, Customer Experience Strategy, Service Design, Experience Design, Brand Development, Marketing Cloud, Salesforce, Data Insights

Created a global capability that embodies a cultural shift within National Grid as part of grid modernization and energy transition initiatives. The HCD team represents a strategic move towards practices, product strategies, and outcomes that put humans first — a systems-level shift in how an organization works with users/customers, incorporating behavioral data and intelligence to transform product roadmaps, empower users, and improve decision-making. - Developed leadership talent and established multiple communities of practice - Scaled the HCD team by a factor of 10x over a 2-year period to help bring a design culture and practices to a traditional utility. - Developed and scaled a UX Research practices, shifting mindsets to embrace evidence-based decision-making and holistic experience strategy. - Established and scaled a robust HCD led Discovery Phase reducing risk, uncovering root causes, and helping to design products that deliver impact. - Embedded design leadership across all business groups focused on increasing customer-centricity and influencing product-line strategic roadmaps. - Established a Design Ops team to develop the first NG Experience Design System, rapidly integrating components across 12+ products. - Established multi-mode research practice including UX Insights framework, behavioral analytics, field research, UX research studies, insights reports and a research repository. - Build and scaled the HCDesign team across the US and UK, standardizing design ops, user research practices, Service Design, and Discovery Phase leadership.

Leader of the UX / CX Strategy and Design practice at NORCAL Group focused on the customer-centric transformation of insurance services and digital platforms. I employ a multi-mode research and service design methodologies to lead UX Design vision for enterprise wide digital products. I partner across the organization with technology leadership and business stakeholders to transform internal platforms and customer portals. - User-centric UX/CX strategic leadership for digital transformation initiatives - Implement UX/CX customer-centric methodology and strategic framework - Implement audience and user research practice and methods - Customer Insights dashboards and research reports - End-to-end service blueprint and journey mapping workshops - Digital experience UX design strategy - Customer/User Research (iterative, digital product centric, longitudinal) - Digital platform research and experience strategy

Strategic services leadership focused on transforming the marketing practice including Creative, Digital experiences, Platforms and services through customer-centric strategic methods. Established a holistic strategic, omni-channel marketing practice through design thinking workshops, systems thinking, lean UX, and design sprints to embrace contemporary best-in-class agency methods across inter-disciplinary teams.

Experience Strategy leader across Digital, UX Strategy, Experience Design and Production. I built the strategic practice while expanding the agency offerings to focus on an insights-based user-centric practice. Innovations Included omni-channel ecosystem mapping, experience and design strategy, audience insights and human behavioral research. Brands: Samsung Consumer Electronics, Hershey, HERE Maps, Dell, Memorial Hermann, Arrow Electronics, SanDisk, CIVITAS, DrillingInfo, AMD, la Madeleine, Tely, Workiva, Helm Boots

Digital experience / production group director and capability leader for digital, social, mobile, and integrated client engagements at the Martin Agency. Callahan specialized in team management and mentoring, and operational change management across the agency. Brands: Geico, Morgan Stanley, ExxonMobil, Pizza Hut, Chips Ahoy!, Tylenol, Xfinity Comcast, BFGoodrich, Kraft, Wal-Mart, Norwegian Cruise Line, American Cancer Society, Veri organic soda.

An Independent Experience Strategy & Design Consultant focused on transforming the user/ customer experience through various disciplines: audience research, UX Strategy, brand, and ecosystem mapping. Brands: American Airlines, Orvis, BlackBerry, IBM, Qualcomm, Acura, Maui Jim, Pixies, Paul McCartney,WGBH