I'M a Design Leader,
PASSIONATE ABOUT TEAM
PASSIONATE ABOUT TEAM
Whether managing designers’ careers or leading cross-functional teams to improve and optimize the growth funnel, I focus on the people who make it happen.
PRACTICE:
• Bringing together people with diverse perspectives and backgrounds
• Assessing for strengths
• Communicating with clarity
• Empowering and facilitating collaboration
• Listening
My Recent Leadership Article:
This meeting framework may be the most productive you’ll have this year
This meeting framework may be the most productive you’ll have this year
PROCESS:
Map and understand the entire ecosystem of engagement—whether it's internal systems, processes, political structures, or phases of a customer journey and the technologies that support it.
Results:
• Founder/owner of a branding and interactive design firm; Grew to 17 employees and contractors, hundreds of initiatives and year-over-year growth of 15% for 13 years
• Director of Experience Design at Capital One; built and scaled one of the Consumer Bank's largest product design organizations, partnering with 27 product managers and 135+ engineers
• Organized and led a monthly “Demo Day”; A ritual that helped build culture and a shared understanding of the mission. Bringing together geographically distributed, cross-discipline/cross line-of-business partners, including front-line and call center support associates, in order to share ideas and inspiration.
CUSTOMER-Obsessed & Data-Driven
I hold the same level of concern for the well-being of the customers I serve as I do for the people I work with. An organization can be business-led, engineering-led, or product-led, but I believe customer-led is the true path. We should not just design for our customers, but with them.
PRACTICE:
• Understanding the customer's thoughts, feelings, and needs through qualitative research
• Measuring real-time metrics and developing insights from the data
• Valuing outcomes over intent
PROCESS:
Iterating, optimizing, and improving the customer experience based on learnings so that their needs are addressed.
RESULTS:
• As Senior Digital Creative Director at The Gate Worldwide, led digital strategy and pitch efforts to win three retainer accounts valued at over $6.5 million, and won back a customer that had prepared to abandon the agency
• As Director of Experience Design at Capital One, redesigned the account opening (Growth funnel) flow to be modular, fully customizable, and testable throughout the journey, increasing checking conversion by 50% and 90-day savings balances by 13×
• Improved primary banking adoption by 2.5×
• Pioneered a mobile-first, in-person account opening process, delivering a fully touchless, compliant experience for customers during the COVID pandemic