January 2021 - Present

● Designed intuitive and user-centered solutions for a Fintech enterprise, addressing complex user needs.

● Led a multidisciplinary team of 30+ professionals, fostering
collaboration and ensuring delivery of innovative solutions.

● Collaborated with change management, accessibility specialists, content strategists, developers, and business and product stakeholders.

● Conducted extensive user research, integrating quantitative and qualitative results to iterate regularly on key designs.

● Played a key role in the successful launch of a branch-facing tool, resolving a long-standing user pain point and improving overall usability.

● Utilized tools such as Figma, Adobe Creative Suite, Sketch, InVision, Mural, and Miro for wireframing, service design, journey mapping, and creating user personas.

● Led a regulatory project, achieving a significant increase in
application adoption from 10% to 73% through seamless updates.

● Mentored and guided 5+ junior UX designers over a 3-year period,
establishing best practices for working within agile product teams.

● Conducted internal training courses on managing business
stakeholder relationships and contributed to launching an employee resource group for neurodiverse employees.

● Recognized as an enterprise-level Accessibility Champion for
incorporating web accessibility standards into design work.

August 2019 - December 2020

● Designed user-centric solutions for a Fintech enterprise, addressing complex user needs through wireframing, end-to-end workflow creation, and extensive user research.

● Utilized Adobe Creative Suite for design tasks, including wireframing, journey mapping, and creating user personas.

2018

● Optimized the customer journey from landing page to gift delivery, enhancing the overall user experience and increasing customer satisfaction.

● Established a streamlined process for vendors to manage product set-up, reducing time and effort through automated systems.

● Gathered and analyzed customer reviews to inform product line decisions, ensuring alignment with customer preferences and market trends.

● Collaborated with printing and fulfillment centers, reducing the order-to-delivery time to under 2 days, maximizing eciency and customer satisfaction.

● Educated colleagues on customer personas and buying preferences, fostering a customer-centric approach throughout the organization.

● Implemented process improvements that resulted in a seamless and efficient customer journey, leading to increased customer retention and loyalty.

● Developed strong relationships with vendors, optimizing the product selection process and expanding the range of gift items.

● Successfully reduced order-to delivery time, improving customer experience and meeting or exceeding delivery expectations.

November 2013 - December 2017

August 2008 - October 2013

Design | User interface design, wireframing at all fidelity levels, prototyping, iterative design

Research | Discovery, Journey Mapping, Service mapping, stakeholder interviews, quantitative & qualitative data analysis

Tools | Sketch, Figma, Invision, Adobe Illustrator, Photoshop, InDesign, Pendo

Roadmapping (Aha!), Content Strategy, Business Strategy

WCAG guidelines, Designing for screen readers, problem solving accessibility issues on existing software, educating development teams on accessibility standards and importance

Graphic Design, Physical product design (past projects in bedding, home soft goods, clothing, furniture, gift items, and footwear), marketing collateral, and e-commerce sites

Managed teams, ranging from 2 people to 35+. Mentoring junior UX practitioners. Training new managers to develop their management skills, with a particular competency in collaboration, negotiating, and conflict resolution.