Bridging strategy and design for omnichannel impact

I transform organizations through service design, systems thinking,
and experience strategy at scale. With expertise across finance, health,
and education, I help large organizations reimagine their operations and customer experiences.

I excel at building high-performing design teams that deliver measurable business impact. By developing emerging leaders and fostering diversity
of thought, I create resilient teams that drive innovation. I position designers
as strategic partners and align design with business priorities, creating powerful collaborations across product, technology, and operations
to achieve shared outcomes. I partner directly with C-suite executives
to drive systemic organizational change and foster a culture of innovation
at the enterprise level.

My leadership combines strategic vision with operational excellence, consistently delivering sustainable, scalable results that advance both customer satisfaction and business growth. This approach has generated
$8B in protected revenue for Chase Card Business, reduced call volume
by 35% through enhanced self-service capabilities, upskilled hundreds
of cross-functional professionals across Product, Technology,
and Business teams, and increased team retention from 70% to 90%
— a significant improvement that strengthened our design capabilities
and organizational stability.