Career Experience
Transformative customer experiences don't emerge from technology. They come from the intersection of human insight and strategic execution. My career has been a deliberate journey to prove this truth. Starting as a front-end developer, I discovered that great digital experiences require more than clean code. They need deep customer understanding, strategic vision, and the ability to align teams around a shared mission.
Most recently, I led global experience design practices that deliver multi-million dollar outcomes by combining evidence-driven insights with human-centered design. My focus extends beyond immediate results. I build the systems and teams that make these transformations sustainable.
Recent Work
Leading Through Experience to Create $77M in Enterprise Value
Uncovering $200M in Revenue Leakage
Led a comprehensive research initiative for a pharmaceutical distributor that identified $200M in revenue leakage, designing a solution that has recovered $32M to date.
Transforming Onboarding
Redesigned a critical customer onboarding experience, cutting cycle time by 50% while simultaneously driving $8.5M in additional sales through improved conversion.
Enterprise Intranet Redesign for Savings
Led the evidence-driven redesign of a large organization's employee intranet, resulting in $1.5M in cost reduction through improved operational efficiency and streamlined workflows.
Clinical Employee Experience Strategy
Oversaw in-depth research into the clinical oncology employee experience, delivering strategic recommendations designed to improve $31M in business performance for a healthcare client.
Vice President, Customer Experience
Randstad Digital
2023 - August 2025
Pittsburgh, PA
Most organizations make a fundamental mistake with digital transformation. They treat technology and design as separate initiatives instead of integrated forces for change.
I'm proving a different approach works better. We combine rigorous data analysis and AI with design to deliver powerful outcomes. Our results show what happens when we unite these capabilities.
• We uncovered $200M in revenue leakage for a Fortune 10 client through rigorous research and behavior analysis. Our team designed experiences that fixed problems instead of simply identifying them.
• Our methods cut research and design cycles by 40%. We improved accuracy by using AI to strengthen our human insights rather than replace them.
• We built a global team across three continents. Their success proves that transformation can be both fast and sustainable.
PARTNER & VICE PRESIDENT, CUSTOMER EXPERIENCE
Celerity – Now Randstad Digital
2020 - 2023
McLean, VA
Most design practices fail because they focus on delivering projects. They should build systems for sustainable success instead. I took a different approach by creating an operating model for repeatable, scalable transformation. Our results validated this approach.
• We built a "design operations infrastructure." This reduced project startup time by 60% while improving quality. We proved speed and excellence can work together.
• We created a talent framework with clear growth paths for every role. This cut turnover by 20%. Great experiences begin with engaged teams.
• We implemented a Voice of Customer program beyond basic feedback collection. Our systematic analysis and action drove substantial improvements in NPS and customer satisfaction scores.
Our practice did more than deliver great work. We taught organizations how to sustain excellence after we left.
Director, User Experience
Celerity – Now Randstad Digital
2020 - 2023
McLean, VA
My experience with scaling design methods taught me an important truth. Frameworks and methodologies matter less than making customer-centricity feel natural to people who never thought that way before. I proved this through an unconventional approach to enterprise transformation.
• We created an "immersion first" program. 650+ employees experienced their customers' perspective before we introduced journey mapping and managment. Experiential learning consistently outperforms PowerPoint presentations.
• We built a P&L model connecting design outcomes to revenue. Skeptical executives learned human-centered design drives profit.
• We designed an AI-powered dispute resolution system that won Visa's Excellence in Innovation Award. Users gained simplicity while the organization saved millions in operational costs.
This taught us something valuable. When people see design make their jobs easier, they become its strongest advocates.
Senior User Experience Designer
Celerity – Now Randstad Digital
2015 - 2017
Harrisburg, PA
This role revealed a crucial insight about design solutions. The best outcomes emerge when we bridge the gap between organizational assumptions and genuine customer needs. I developed an approach to consistently close this gap.
• We introduced a rapid feedback system. By integrating real-time customer insights into agile sprints, we cut release cycles by 25%. Speed and quality strengthened each other.
• We transformed how major institutions like AAMC and National Geographic connected with audiences. Our focus on trust-building interactions surpassed traditional feature development.
• We created a feedback loop between design and business development. This uncovered millions in new opportunities. Great design spots possibilities while solving problems.
Organizations transform naturally when they learn to see challenges through their customers' eyes.
The Foundation Years
My early roles taught me valuable lessons about the intersection of technology and human behavior. These insights continue to shape my approach.
Senior User Experience Designer
Red Privet LLC – Now Paragon Consulting Inc
Harrisburg, PA
Web development gave me my most enduring lesson. Technology provides value only through adoption. We trained 400+ faculty and staff to manage their digital presence. The experience proved that technical elegance matters less than practical usefulness. This principle continues to guide every transformation initiative I lead.
Senior User Experience Designer
Fifth Third Bank
Cincinnati, OH
Banking revealed why many digital transformations fall short. Organizations often prioritize systems over behaviors. Our redesign of mortgage and retail banking platforms proved something important. The most successful financial products help people make better decisions rather than simply processing transactions. This approach led to a 40% improvement in enterprise usability metrics.
Front-end Web Developer
Indiana University of Pennsylvania
Indiana, PA
In healthcare, I learned the vital connection between information clarity and patient outcomes. Design became about responsibility, not aesthetics. While working on Johns Hopkins Medicine, we discovered how technical solutions must grow from understanding human needs in critical situations.
Let's Build What Comes Next.
If you're facing a complex business challenge or want to transform your customer experience from a cost center into a competitive advantage, I can help. Let's start a conversation.