Measurable Business Impact
17+ years of strategic leadership, measurable impact, and innovative approahces to design challenges.
RecentFortune 10 Pharmaceutical Distributor
Featured Case Study
Featured Case Study
Featured Case Study
Featured Case Study
Featured Case Study
Additional Work
Featured Case Study
Featured Case Study
Featured Case Study
Professional Experience
17+ years of strategic leadership, measurable impact, and innovative approahces to design challenges.
Vice President, Customer Experience
Randstad Digital
2023 - Present
Pittsburgh, PA
PARTNER & VICE PRESIDENT, CUSTOMER EXPERIENCE
Celerity – Now Randstad Digital
2020 - 2023
McLean, VA
Scaled global customer experience design capabilities and drive digital transformation across multiple Fortune 500 clients in regulated industries. Generated $9.5M in profit while supporting $40M in pull-through revenue by leading 40+ experience professionals across healthcare, financial services, consumer retail, and government sectors.
Strategic Leadership
Transformed design organization from a service function to a strategic partner, directly contributing to $32M in new revenue through improved conversion rates and user engagement.
Design System Implementation
Led creation of comprehensive design system that reduced development time by 40% and improved design consistency across all products.
Cross-Functional Collaboration
Established new collaboration model between design, product, and engineering teams, resulting in 35% faster time-to-market for new features.
Built and led a high-performance global team while establishing scalable design operations for Fortune 500 healthcare clients. Generated over $ 16M in revenue and supported $50M in pull-through revenue while reducing employee turnover and increasing operational efficiency by 35% through strategic team development and process standardization.
Team Growth & Development
Built design team from 5 to 26 members, establishing career paths and mentorship programs that resulted in 90% retention rate.
Customer Insights Program
Established Voice of the Customer practice that generated actionable insights from clients.
Director, User Experience
Celerity – Now Randstad Digital
2020 - 2023
McLean, VA
Supervised multidisciplinary teams and developed digital product strategies for enterprise clients in regulated healthcare and financial services industries. Generated over $8.5M in new revenue while managing $6.5M in annual recurring revenue. Visa Innovation in Excellence Award for designing AI solution that automated 30% of disputes cases and reduced chargeback losses by $400K annually.
Omnichannel Experience Strategy
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 user experience research and design across multiple healthcare clients while identifying new business development opportunities. Generated $1.5M in new revenue through strategic business development collaboration and increased product satisfaction by integrating user research and design thinking into product engineering processes.
Omnichannel Experience Strategy
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
Red Privot LLC – Now Paragon Consulting Inc
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