Strategic design leader and operational executive with a proven track record of driving organizational effectiveness and transformative change.

Skills

Team leadership, talent strategy, cross functional collaboration, stakeholder management, design strategy, business acumen, human-centered problem solving, product design, design operations, metrics & measurement

Experience

Capital One, Senior Director, Design Operations

July 2020 - Present

  • Drove continuous improvements in employee engagement and 80% program satisfaction for a 700-person Experience Design organization through a robust multi-channel strategy

  • Drove efficiency and consistency in talent & performance management for designers, researchers and people leaders achieving a 75% satisfaction score 

  • Defined standardized metrics enabling clear alignment to measurable outcomes and demonstrating design impact across the organization

  • Directed Experience Design’s diversity, inclusion & belonging initiative resulting in measurable gains in associate engagement and overall satisfaction of 4.4/5

  • Embedded human-centered design best practices into platform standards driving improved NPS and cross functional collaboration across enterprise teams

  • Developed and ran a comprehensive team survey to track and measure the health and effectiveness of the design organization

  • Influenced award-winning mobile banking app by defining next-gen design strategy via design sprints and market analysis

Capital One, Design Director, Card Platforms & Servicing

Jan 2018 - July 2020

  • Spearheaded a cross-functional analysis of the Card organization and implemented early interventions that improved efficiency, alignment, and collaboration

  • Resolved the misalignment between tech teams and customer needs leveraging a robust jobs to be done analysis resulting in a more efficient, customer-centric team structure

  • Drove cost savings by integrating solutions to top call-drivers with C1’s AI chatbot, Eno

  • Improved discoverability of the most critical servicing functions by redesigning the core information architecture of mobile and web banking applications

Verizon, Senior Manager Design Lead, Employee Experience

Jan 2007 - Dec 2017

  • Directed cross-functional teams in delivering next-generation employee experiences across HR, communications, real estate, and collaboration tools for 160,000+ employees

  • Generated an estimated $11.2 million in cost savings by strategically redesigning the HR portal and consolidating six disparate employee profiles 

  • Generated an estimated $5 million in cost savings and 95% satisfaction through the design of a new internal way finding experience for Verizon corporate offices

  • Led the development of VZBootstrap, Verizon's first internal application design system, significantly improving design and development efficiency for over 800 users

  • Won the Nielsen Norman Group’s Best Intranets in 2011 and 2015 and was runner up for Best Digital Workplace in 2017

Education

Georgia Institute of Technology, Masters in Human Computer Interaction

2003 - 2005

Loyola College, Maryland, Bachelor of Science, Computer Science

1999 - 2003