A Record of Driving Tangible, Measurable Results.
A strategy is only as good as its execution. Throughout my career I have focused on translating high-level vision into real-world impact by improving metrics, growing revenue, and building high-performing teams that consistently deliver.
RecentFortune 10 Pharmaceutical Distributor
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.
Enterprise Intranet Redesign for Cost Savings
Led the research-driven redesign of a large organization's employee intranet, resulting in $1.5M in cost reduction through improved operational efficiency and streamlined workflows.
Transforming Healthcare Onboarding
Redesigned a critical customer onboarding experience, cutting cycle time by 50% while simultaneously driving $8.5M in additional sales through improved conversion.
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.
Additional Work
My expertise has been applied to a diverse set of challenges. Here are a few examples of projects I have led.
Building a High-Performance Global Practice
Built and scaled a global design organization to over 40 professionals, implementing operating models and career frameworks that increased efficiency and reduced turnover.
Integrating AI to Accelerate Design
Spearheaded initiatives to integrate AI-driven analysis into enterprise software development, reducing research and design cycles by a remarkable 45%.
Featured Case Study
Professional Experience
My career has been a deliberate progression, with each role building on the last. Moving from mastering the craft of experience design to leading teams, building practices, and ultimately driving enterprise-wide transformation.
Vice President, Customer Experience
Randstad Digital
2023 - Present
Pittsburgh, PA
PARTNER & VICE PRESIDENT, CUSTOMER EXPERIENCE
Celerity – Now Randstad Digital
2020 - 2023
McLean, VA
Scaled a global experience design practice, leveraging my expertise to deliver massive, quantifiable financial results for top-tier clients. Applied my strategic model at the highest level, proving its power to drive multi-million dollar business outcomes through the integration of AI and human-centered design.
Measurable Client Revenue & Recovery
Delivered evidence-driven strategies that identified $200M in revenue leakage for a client (recovering $32M to date) and drove $8.5M in new sales through a transformed onboarding experience.
AI-Driven Digital Transformation
Integrated AI-driven analysis into design practices, reducing research and design cycles by 45% and establishing future-proof omni-channel roadmaps.
Global Team Leadership & Profit Generation
Led a 40+ person global team across the U.S., South America, and Europe, generating $9.5M in profit while fostering a culture of continuous learning and collaborative innovation.
Formalized and scale the practice I had been building, shifting my focus from project delivery to creating a sustainable, efficient, and profitable global organization. Built the system (the operations, talent frameworks, and partnerships) that builds world-class products.
Global Design Operations & Team Scaling
Built and optimized a global design operations infrastructure for a 35-person team, implementing career pathing and operating models that increased engagement by 15% and reduced turnover by 20%.
Strategic Revenue & Partnership Growth
Generated over $16M in revenue and supported $50M in pull-through by leading multi-disciplinary teams and managing strategic technology partnerships with Figma, QuantumMetric, and Optimizely.
Voice of Customer (VoC) Program Implementation
Established a comprehensive VoC program and feedback loops to systematically improve customer experiences, driving continuous improvement in NPS and CSAT metrics for clients.
Director, User Experience
Celerity – Now Randstad Digital
2020 - 2023
McLean, VA
Expanded my influence, taking on P&L responsibility and leading the charge to evangelize design thinking across entire client organizations. Proved that human-centered design, when scaled effectively, could transform not just products, but the core operations of a business.
Revenue Growth & P&L Management
Developed strategy connecting online and in-store experiences, increasing cross-channel purchases by 47%.
Customer Insights Program
Established research practice that generated actionable insights from 250,000+ customer feedback points annually.
Senior User Experience Designer
Celerity – Now Randstad Digital
2015 - 2017
Harrisburg, PA
Executed on key client accounts while starting to stretch into process improvement and business development. Applyied my design skills to solve client problems while demonstrating my potential to contribute to the firm's growth.
Strategic Business Development
Collaborated with the executive team to identify and define new product design opportunities, directly contributing to winning $1.5M in new client revenue.
Agile Process Acceleration
Integrated real-time customer feedback tools into agile development cycles, shortening release timelines by 25% and evangelizing design thinking across product and engineering teams.
Global Platform Redesign
Led research and redesign of responsive applications for the Association of American Medical Colleges (AAMC), resulting in a $250K revenue increase and a 10% improvement in credibility, trust, and usability scores.
Senior User Experience Designer
Red Privot LLC – Now Paragon Consulting Inc
Harrisburg, PA
Senior User Experience Designer
Fifth Third Bank
Cincinnati, OH
Front-end Web Developer
Indiana University of Pennsylvania
Indiana, PA
Instructional Designer
Bayer Technology Services
Pittsburgh, PA