Transforming Organizations Through Strategic Design Leadership
As a VP of Customer Experience, I've built my career on the principle that exceptional business outcomes emerge from the intersection of deep user empathy, strategic thinking, and high-performing teams.
📈 Revenue Generation
$40M+
Leading comprehensive customer experience transformations that generate measurable business impact through strategic design initiatives and organizational capability building.
🌟 Team Leadership
40+ Professionals
Building high-performing design teams through psychological safety, career development frameworks, and continuous learning programs that maintain 80%+ engagement scores.
📊 Operational Excellence
$18M Savings
Establishing operations that reduce cycle times by 45%, implementing systems that improve efficiency, and creating frameworks that support sustainable organizational growth.
Cross-Industry Expertise
Drawing from 17+ years of experience across highly regulated healthcare and financial services environments as well as fast-moving technology companies, I bring unique insights into balancing innovation with compliance, scaling design operations across diverse organizational cultures, and adapting customer experience strategies to different market dynamics.
Healthcare Sector Leadership
Navigating complex regulatory environments while driving innovation, establishing design operations within HIPAA-compliant environments, and developing patient experience strategies.
Financial Services Innovation
Developing omnichannel experiences that increase engagement by 43% while meeting strict security and compliance standards in highly regulated financial environments.
Technology Sector Agility
Establishing design operations that enable rapid experimentation while maintaining quality, implementing agile processes, and building metrics-driven optimization approaches.
Leadership Philosophy
"I believe that exceptional customer experiences emerge from the intersection of deep user empathy, strategic business thinking, and high-performing, collaborative teams. My leadership approach emphasizes psychological safety that enables innovation, data-driven decision making that ensures accountability, and continuous learning that drives organizational evolution.”
32%
Customer Satisfaction Increase
80%
Team Engagement Scores
45%
Cycle Time Reduction
35%
Turnover Reduction
Ready to elevate your organization’s design strategy?
Let’s discuss how my experience and leadership can help your team create exceptional experiences that drive business results.