Lead solutions design (business analysis + UX of professional services and software applications) using ServiceNow and modern frontend frameworks such as React, focusing on the insurance industry - by balancing out-of-the-box capabilities, with existing custom solutions for mid and back office by BuildOnMe, and new capabilities.* Listen and understand business and user needs.* Engage and facilitate working sessions across all levels of business stakeholders.* Collaborate with technical team to balance UX considerations with technical considerations to devise innovative solutions for insurance using ServiceNow, other leading technologies, and modern frontend frameworks such as React.Participate across all aspects of company growth from strategic planning, business development, to personnel / resourcing decisions.

Led the adaptation of solutions created alongside Design Customers to a suite of products for the insurance industry as well as universal components that can scale into other industries, built on ServiceNow:* Planned and led weekly Product Working Sessions to review progress w/ CEO, deep dive into specific topics, and collaboratively refine product strategy and roadmap.* Drafted product requirements, oversaw UI design, and conducted QA.* Managed internal design and development team, including off-shore contractors across multiple time zones.* Created demo videos and other content to support marketing efforts.Successfully sold proposed program roadmap of solution built on the ServiceNow platform to Business and IT Executives at primary Design Customer and helped grow the relationship from an initial, single project to a multi-year, multi-million dollar program:* Planned and led all requirements and design workshop sessions with business stakeholders. * Drafted process flow diagrams, user story maps, and other artifacts to visualize shared understanding with all stakeholders.* Drafted user stories, data definitions, test cases, and other requirements specification documentation.* Led product feedback and requirements elaboration sessions with user group.Fundamental contributions to company operations, business, and partnership development:* Created presentation content and participated in discussions with executive level stakeholders at customers and partners.* Led design and execution of company websites.* Designed and managed execution of conference booth experiences and supporting marketing materials.* Administered various company communication and productivity tools.

Headed up BuildOnMe's User Experience (UX) Professional Services Practice and created methods for designing chatbot conversation.Led internal product development using leading cloud and AI platforms such as ServiceNow and IBM Watson. Successfully certified Alec (intelligent work routing) and Bob (chatbot) on the ServiceNow Store.Collaborated with other executives to create materials and present to ServiceNow and successfully secured funding as one of their first investments.Led the design and execution of our sponsored booth at ServiceNow's 2017 Knowledge conference.

Led a team of 15+ User Experience (UX) Architects and Managers across Fairfax (VA), Richmond (VA), Minneapolis, and San Francisco. Created, led, and oversaw various practice development efforts. Regularly involved in sales/business development opportunities, as well as recruiting. Engaged clients at all phases of a project to provide UX direction and support, with a focus on taking a user-centric and Lean UX approach towards strategy, information architecture, and usability. Provided UX guidance and oversight to our internal team. Integrated and adapted Lean UX principles into different types of client projects. Drafted new content for sales proposals, created new project estimation templates.

Managed a team of cross-office User Experience Architects and leads practice development efforts. Contributed to marketing, sales/business development, and recruiting.Led multiple client programs involving complex business processes and workflows.Specific functional tasks include: * Drafting use cases, site maps, wireframes, and functional specifications* Conducting end-user research* Collaborating with client stakeholders to define and prioritize business goals and objectives* Evaluating existing, competitive and peer web properties against established heuristics* Planning and facilitating task-based usability tests* Supporting and providing guidance on writing for the web and accessibility / Section 508

Managed team of graphic designer, front-end developer, and technical writer to provide core usability services to Chase Education Finance's IT Department including:* User interface design / information architecture* Creative design and front-end prototyping* End-user documentation, online help, and general document, presentation, and SharePoint design.* User-based and heuristic-based usability testingConceived the Core Documentation Standards and Practices (CDSP) - sets of documentation templates, guidelines, and organization structures to support various sizes and types of IT applications development.

Led user interface design for several AOL products. Drafted Design Requirements Document (DRD) including user flows, storyboards, screen behavior specifications, and accessibility considerations.

Designed and managed Web and computer-based training modules and full courses for international cohort of graduate students and medical professionals. Led weekly meeting with fellow instructional designers to discuss strategies for improving production efficiency, quality assurance, faculty development, and internal communication.Selected by management to lead various special and high-profile projects by participating in initial engagement meetings, creating project plans and schedules, and managing the execution.

Devised high-level and low-level information architecture and user interface for multi-million dollar and multi-phase projects. Initiated information gathering sessions with client as well as internal strategy and research sessions for user and task analysis.Authored fundamental project deliverables including site maps, storyboards, page schematics/wireframes, basic interactive prototypes, content matrix. Collaborated with project managers to establish detailed budget, task, and time specifications. Mentored junior associates and interviewed prospective candidates.