Expert Facilitator, delivering human-centered experiences
With a foundation in Computer Science, Human Resources and Human-Computer Interaction (HCI), I apply the clinical precision of systems thinking to the most complex ecosystem of all: the human workforce. My career has been defined by bridging the gap between high-level strategic vision and the human-centered delivery required to make it stick.
As a 2x Nielsen Norman Group (NNG) Best Intranet Award winner and featured speaker on design operationalization, I don't just facilitate conversations, I architect the operating models that drive operational velocity. Whether I'm guiding a team through a digital transformation or helping a new organization define its north star, my focus is always on de-risking innovation and aligning ambitions with measurable impact.
Strategic Alignment
Vision & North Star Planning
ROI & Impact Measurement
Mission & Purpose Definition
Organizational Design
Cultural Architecture
Team Alignment & Values
Change Agility & Resilience
DIB Strategy & Belonging
Inclusive Programming
Innovation & Design
Human-Centered Design
Information Architecture
Journey & Ecosystem Mapping
Workplace Innovation
Corporate Experience
Capital One, Senior Design Director, Talent, Learning & Culture Operations
July 2020 - Jan 2026
Served as key strategic partner to a 700-person organization’s executive leadership team, aligning people-focused programs with business outcomes.
Inherited an underperforming employee engagement program and designed/executed impactful multichannel strategy strategy, driving a 10-point increase in overall engagement and achieving 80% program satisfaction within 1 year.
Designed talent and performance management frameworks that earned 75% satisfaction scores across creative, technical, and leadership roles. Partnered with senior leaders to evaluate/improve frameworks based on qualitative/quantitative feedback over multiple performance cycles.
Spearheaded the DIB initiative for Capital One’s experience design org. Received average 88% satisfaction score, tracking with 4-point overall improvement in associate engagement.
Drove successful HR initiatives by establishing standardized metrics and reporting frameworks, illustrating clear ROI of
people-focused programs.
Deployed surveys to measure organizational health/sentiment and translating data into actionable priorities for leadership
Capital One, Design Director, Card Platforms & Servicing
Jan 2018 - July 2020
Diagnosed and resolved critical gaps as partner to senior leaders in Card division, a core go-to-market (GTM) business unit.
Led intensive organizational health analysis that identified critical gaps and drove interventions to improve efficiency, alignment, and cross-functional collaboration.
Improved CX and GTM effectiveness by partnering with Product, AI and technology teams to align solutions with customer needs, realizing significant cost savings.
Realigned cross-functional teams and strategic business objectives using qualitative and quantitative feedback, promoting greater efficiency and a more people-centric team structure.
Verizon, Senior Manager Employee Experience Strategy
Jan 2007 - Dec 2017
Directed cross-functional teams to design and deliver next-generation employee experiences for 160K+ global workforce.
Generated ~$11.2M in cost savings by redesigning HR portal and consolidating employee profiles.
Created innovative physical and digital workplace experiences and global collaboration platforms including an internal wayfinding system that realized $5M in savings and 95% satisfaction rating.
Oversaw creation of VZBootstrap, Verizon's first internal application design system, boosting efficiency for 800+ users.
Earned industry recognition, winning Nielsen Norman Group’s Best Intranets Award 2x for creating exceptional employee experiences (2011 and 2015).