RESUME
As an innovative leader in experience design, I skillfully balance user expectations with business goals, enhancing both digital and physical interactions to create a seamless omni-channel experience. My curious and creative approach uncovers powerful insights to define precise opportunities and drive successful implementation.
CORE COMPETENCIES
Team Leadership & Growth
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Build and develop design and research teams, nurturing junior talent into confident practice leads
Cross Functional Alignment​
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Navigate complex executive relationships and dependencies through fact finding and compromise
Strategic Benchmarking​
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Establish comprehensive benchmarking for interactions (SUM), journeys (UX-Lite) and relationships (NPS), enabling data-driven improvements to the user experience
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Evidence gathering to contribute to the justification of product investments
Multi-Channel Research Strategy:
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Set precise research paths for diverse customer channels, driving consistent insightful decision-making.
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Design creative research approaches to answer complex questions.
EXPERIENCE
Principal, Experience Research & Insights
Sunbelt Rentals
June 2021 - Present
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Built the research program for the company
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Identified a major UX issue impacting rental completions online. Lead Product and Design in a 12-month research and design effort to correct it and drive a 39% increase in funnel conversion.
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Lead user research efforts through a two-year Salesforce integration project touching every part of the rental lifecycle.
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Established a community of 650 employees and 1000 customers, improving research timelines and reducing research costs
Sr. Manager, UX Research & Design
Ally Lending
July 2019 - June 2021
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Through research, identified a critical UX failure. The designed solution reduced incomplete loan applications from 5% to <1%.
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Conducted early requirements research, resulting in a 57% reduction in dental client onboarding time, from 7 to 3 months.
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Directed the implementation of a CX measurement program. In six months, the program isolated a negative B2B2C experience and designed a solution that led to a 21-point increase in Net Promotor Score.
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Led and coordinated cross-functional team members from Compliance, Development, Product, Operations and Sales to successfully conceive and implement a groundbreaking loan disbursement feature.
UX Agile Coach
Ally Invest (via Optomi Consulting)
November 2015 – February 2019
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Unified UX design and development workstreams, enhancing cross-functional integration. Greatly improved a strained relationship between dev groups and UX. Increased employee SAT and reduced turnover.
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Led UX team in embracing Agile practices, shaping story creation and grooming processes.
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Coached dev team in code-level accessibility standards, promoting inclusive product development.
SVP, User Experience Strategy
Bank of America
July 2019 - June 2021
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Initiated rapid prototyping, achieving a six-week idea-to-concept cycle time. The program prototyped six concepts in one year.
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Led omni-channel journey mapping workshops for enhanced user experiences.
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Boosted iPad adoption as a sales tool by integrating the attract/interact/connect interaction framework.
Product Designer
Bank of America
November 2011 – November 2015
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Employed design thinking, elevating user rating from 3.0 to 4.5 for optimized satisfaction.
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Implemented agile practices, resulting in a 60% reduction in digital tool time-to-market and 30% lower production costs.
EDUCATION & CERTIFICATIONS
Bachelor of Arts (BA) – Mass Communications and Marketing
California State University at Hayward
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User Experience Master Certification – UX Research and UX Management Specialties
Nielson Norman Group, 2022
Certification in Principles of Marketing Research
University of Georgia, 2011
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Certified Agile Product Owner and Portfolio Manager
Bank of America, 2010
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6-Sigm Black Belt
Bank of America, 2006