Work Experience
Freelance Product Design Director | Chicago | September 2020 - present
Led the research and design of a B2B distributor (EVI) e-commerce website, including user interviews, wireframes, design as well as IA/taxonomy (using generative AI)
Led global design team to redesign Japan and APAC web experiences for T. Rowe Price.
Led a global team on redesigning a SaaS survey and analytics platform for a big 5 consulting firm (PWC), increasing user engagement by over 50%, and improving CSAT by 3X.
Scaled a healthcare team (Signify Health) from 4 to 11 designers and researchers to develop 2 SaaS analytics platforms for healthcare providers and insurance companies to improve provider + patient experiences, increasing customer adoption by 15%, resulting in 20% faster time-to-market and improved user efficiency by 30%.
Led the design of a mobile application for Wells Fargo's affluent customer base by conducting user interviews, creating personas, identifying user stories, creating wireframes, and facilitating user testing.
Worked with a national membership organization to develop a member experience strategy, which led to a 20% increase in membership net worth.
Key clients: Wells Fargo, Boston Consulting Group,PWC, Signify Health, T. Rowe Price, EVI, American Dental Association.
Inspire11 – Chicago, IL
Full-service digital & management consulting firm
Principal & Practice Lead, Experience Design 2019 – 2020
Collaborated with Founders, VP for Sales, & Engineering Principals to initiate Experience Design practices to align UX with business strategy, product development, & drive value through research
Built Experience Design team of 6 in the US and Kosovo, incorporating UX with business strategy and product development; prioritized research to drive business value, innovation, strategy, & prototyping
Consulted with clients (Northern Trust, AAA) on product + user goals; ran product discovery, feature exploration + workshops; partnered w/ Sales to center consumer design & promote user empathy in acquisition
Key clients: Northern Trust, AAA
Centric Consulting– Chicago, IL
Management consulting firm specializing in business transformation & technology implementation
National Practice Lead, Customer Experience & Design 2017–2019
Served as Consultant/Design lead for clients (Zurich Insurance, Yaskawa, Vitas Healthcare); created a multi-disciplinary teams (Customer Experience Specialists, UX Designers + Researchers) to grow revenue from $0 to $7M in 2 years
Provided hands-on design guidance to firm leadership implementing an user-centric framework for the consulting practice, enabling large-scale client engagements.
Led a consulting team to deploy an enterprise-level product design system for a large international insurance firm, unifying six systems.
Led the design/development of a mobile application for a national healthcare organization, improving patient outcomes by 22%
Led the sales and design of a redesign of an e-commerce experience for a international robotics manufacturer, improving sales pages and merchandising of a complex product.
Key clients: Zurich Insurance, Yaskawa, Vitas Healthcare
AutoDesk – San Francisco, CA
3D design software developer for architecture, engineering, construction, & media
Head of Product Design, Media, & Entertainment Division 2016 – 2017
Built global product design team to modernize collaboration + production management platform in Film & Visual Effects industries increasing customer satisfaction by 50%+ and successful onboarding completion by 70%; led org shift toward research-driven + user-centric approach to product development
Initiated the development of a new insights-driven studio analytics SaaS, based on customer feedback and research
Awarded 2017 Autodesk top innovation award for my team’s work on a multi-platform design system, primarily built on React and QuickTime.
Salesforce – San Francisco, CA
SaaS software developer focused on Sales and CRM (NASDAQ: CRM).
Director, Customer Experience Design 2013 – 2016
Directed Customer Experience Design team for Salesforce Services, leading 6 $1M+ design and strategy engagements for high-profile clients, incl. eBay, McGraw Hill, Bank of Siam, PayPal, Intel, and Nike.
Built a team of 30 Interaction Designers, Researchers, & UX Strategists in San Francisco, Chicago, London,
and New York, to grow design consulting revenue from 350K to $12M.
Spearheaded utilization of design-thinking-centric development process for multiple $1M+ engagements from
sales to delivery, leading to ~ 50% increase in CSAT scores.
Created Best Practices for Salesforce design practices and translated them into actionable customer insights.
Key Clients: Intel, Nike, PayPal, McGraw Hill, eBay, Exclusive Resorts, Girl Scouts, Bank of Siam, Genomic Health
Accenture/Avanade – Chicago, IL
Senior Director, Global Experience Design Lead 2011 – 2013
Creative Director, Americas 2009 – 2011
Built global Customer Experience Design team of 165 Designers & established 15 studios in 24 countries, resulting in $100M yearly assisted revenue, and < 2% employee year-over-year attrition.
Developed an on-shore/off-shore model, building off-shore studios in Argentina, Mexico, India & China.
Managed organization P&L, staffing, and sales resulting in 12 quarters of profit.
Key Clients: BMW, Microsoft, Nokia, Samsung, Target, Procter & Gamble, Pearson Education
Leo Burnett - Chicago, IL
Director, Interaction Design 2009
Key clients: Kelloggs (Frosted Flakes, Special K, Eggos, Cheese-It)
Ogilvy - Chicago, IL
Director, User Experience 2007 – 2009
Key clients: Allstate, Berkshire Hathaway, Chicago2016, Oscar Meyer
Messagefirst - Philadelphia, PA
Partner, Research Lead 2004 – 2006
Key clients: Comcast, GlaxoSmithKline,Mortgage101, Intralinks, National Association of Realtors
GSI Commerce - Philadelphia, PA
Product Manager, UX 2002 – 2004
Key clients: Polo, Burberry, Timberland, Toys R’ Us, Dick’s Sporting Goods, Linen N’ Things, Sports Authority
Education
University of Chicago, Graham School – Chicago, IL
Publishing 2000
Dale Carnegie – Chicago, IL
Sales + Leadership training 2001
University of Montana – Missoula, MT
Computer Science + Business 1999 – 2000
Board Experience
American Dental Association, ADABEI – Chicago, IL
Board chair 2022 – present
Board member 2020 – 2022
ADABEI is the for-profit membership benefits entity owned by the American Dental Association.
The organization has had double-digit revenue growth during my tenure.
Involved with product strategy, member experience, and M&A.
