Built design team with responsibility for people management, design strategy, UX research, product design, and accessibility Defined the organization’s design thinking approach and initiated the creation of the design research toolkit, journey mapping framework, and persona library Oversaw establishment of an integrative design system including design standards and coded component library to enable reusability and accelerate development Established the foundational toolset for design consisting of Figma, Miro, Maze, and Dovetail to ensure efficient and effective design and research practices (DesignOps, ResearchOps) Founded the Design Community of Practice & Center of Excellence that provides training, coaching, and mentoring for design-minded stakeholders Crafted an organizational-wide operating model framework and served as a transformation leader, working with VP and C-Suite leadership to begin the organization’s human-centered, product transformation journeyTeams improved customer experience through a redesigned digital front door, increasing the conversion rate from 11% to 19%, and increasing contribution margin by $20m+ per year Teams enhanced nurse experience through custom shift scheduling solution enabling our workforce to pick up 1m+ shift hours, reducing shift vacancy, decreasing agency nursing costs, and eliminating administrative overhead

Led the Digital / UX team and grew our practice from 3 to 35+ consultants. Provided digital strategy, digital transformation, user & customer experience thought leadership. Defined and evolved our digital services and offerings, developed sales playbook, and created digital perspectives and media content. Supported digitally-focused business development efforts and working with multiple clients on digital initiatives.Served as client manager with responsibility for 20+ product and digital team members.Served as program manager for a multi-workstream effort to optimize delivery process and establish data standards across a health services organization.Established, grew, and served as a delivery leader for a team responsible for the modernization of a system used by financial advisors to enhance their client relationship.

Responsible for ensuring the successful delivery of projects through focusing holistically on team health, client relationship management, and project management. Exercised delivery leadership skills on a digital transformation initiative for a large client in the restaurant industry with a focus on transforming the client’s customer, crew, and management digital experience.

Establish strategy and lead execution of Customer Experience (CX) related digital transformation initiatives focused on modernizing our digital customer journey. Includes responsibility for the strategy, deliverables, budget, resources, and performance for a diverse, customer-focused team with responsibility over the Customer Experience (UI/UX Development), Customer Relationship Management (CRM), and Shipment Tracking / Notifications systems used by Union Pacific customers to do business with our organization.

Led digital transformation efforts within our customer website, focused on consolidating into a single shipment management system, reducing IT maintenance and support costs and enhancing the customer shipping experience, including:* Streamlined the online portal through which customers manage (plan, ship, trace, and pay) their shipments by moving to a responsive, mobile-friendly website built on modern web technologies * Enhanced notifications, web analytics framework, and self-service support functionality* Improved account security, including registration, account management, and access control

Planned for, delegated, oversaw, and ensured the quality of all deliverables for employee-facing portal. Created a single unified enterprise portal strategy with delegated ownership and governance driven by clearly defined roles and responsibilities. Created and implemented migration plan to move away from legacy portal platform, which resulted in the consolidation of three web portals into a single unified Liferay platform, allowing for the retirement of two legacy portal platforms (Oracle and TIBCO).

Conducted usability tests, card sorts, contextual inquiries and other user-centered design activities to improve usability and consistency of internal web applications. Established and chaired a cross-functional committee to set and enforce interface standards and ensure consistency (User Interface Standards Lead). Created comprehensive self-service documentation (User Interface Guide) for the web, which included: user interface and terminology standards, design patterns, design principles, best practice articles.