Providing coaching and leadership support to founders, product leaders/ managers, and designers at startups and early-stage companies to help them find product-market fit. Currently working on two startups in the earned wage access and law enforcement tech.

Led the service experience design and development for one of the largest hospital systems in the US, focusing on enhancing patient engagement, optimizing revenue collections, and improving the employee experience.Enhanced multi-channel product strategies (UX, new features, break/fix) resulting in a 20% increase in pre-care collections & 13% increase in post-care collections for FY2023.Launched a generative AI tool that reduced the completion times for financial assistance applications by 25% & added a 15% boost in patient satisfaction.Implemented a new customer data strategy that leveraged first-party data and personalization techniques, resulting in a 30% increase in engagement beyond transactions.Enhanced patient access platforms through a comprehensive UX audit and VOC data analytics, collaborating with leadership to prioritize feature enhancements, resulting in a 20% reduction in support costs.Spearheaded the creation of a research panel, cutting the time required to build deeper understanding of user needs into the patient's financial journey by 40% and increasing project velocity.Partnering closely with operational leaders and other key stakeholders to maintain consistent communications on project progress, discuss new emerging opportunities, and strategic influence.

Led the product strategy, service design, and development for a venture-backed peer-to-peer car sharing marketplace in collaboration with Allstate, achieving $40M in revenue in CY2021.Increased NPS by 25 points in 9 months by collaborating with operations & customer service to prioritize resolutions, optimize the customer journey, and enhance satisfaction.Boosted monthly conversion rates by ~35% through collaborative partnership with product marketing team through experimenting with user sign up and onboarding flows.Launched five product experiments over 12 months to target new use cases by leveraging Avail assets and a data- driven approach to guide investment and expansion recommendations.

Part of a strategic design cohort responsible for guiding companies to identify new strategic venture opportunities.Led strategic discovery initiatives for a range of global organizations, resulting in over $100M in new venture investments.Coached cross-functional pod teams to better understand user’s pain points & needs and employing actionable insights through analytical frameworks to inspire new product+service ideas.Facilitated workshops with client leadership to evaluate and prioritize ideas based on key criteria, and determine where to invest.Led development of incubation & commercialization plans to realize prioritized concepts: value propositions, product strategy, service blueprints, market/ product testing plans, UX + touchpoint vision & deliverables, resource/hiring plans, budget.

Co-started a human-centered design firm focused on helping organizations find new ways to drive growth and build compelling user experiences.Grew revenues to over $1M ARR.Established a culture of learning and growth amongst the team including frequent coaching sessions to monitor development, accountability, and provide ongoing feedback.Led all aspects of research planning, execution, and synthesis. Guided the development of strategic plans and approach to execution.

Part of internal cross-functional team responsible for accelerating the innovation model within FedEx to drive long-term growth opportunities.Revamped SMB strategy generating new customer insights and a refreshed prioritized product/services roadmap, resulted in $300M in incremental revenue in FY2014.Developed and implemented a new e-commerce strategy, leading to strategic marketing partnerships and new revenue streams which included the integration of eBay as an intake channel to over 1600 FedEx Office stores.Led experience design for Senseaware, a strategic venture to launch a new sensor-based logistics system. Prioritized MVP/ key features, wrote user stories, UX design, and collaborated with engineers. Acquired 2 patents and generated $3M revenue in the first year.

Responsible for the discovery, experimentation, and evaluation of new, emerging social technologies (Web 2.0). Managed cross-functional team to plan, setup experiments, and evaluate outcomes.Developed informed point of views on new technologies for senior leadership that defined business value, areas within the organization to pilot, and project plans to launch pilots.Responsible for managing an internal open innovation program that collected over 3,000 new ideas. Led a multi-disciplinary team to evaluate and prioritize ideas and the distribution of awards to quarterly idea winners.

Led a cross-functional team of designers, strategic communication specialists, and frontendengineers to support the distribution of information and services through an intranet portalthat reached over 6,000 global IT employees.Partnering with engineering team on methodology for prioritizing and delivering new siteenhancements on a quarterly basis.Aligned with IT leaders on strategic roadmap to support overall cost reduction initiatives savingover $30M through leveraging portal infrastructure capabilities.

Responsible for managing an information sharing tool that generated over ~$1.5M in annual revenue in first year.Defined product roadmap and prioritized backlog including rapidly prototyping new features with customers to assess value, test out how it should work, and how to sell.