Over the course of my career creating experiences for people, I’ve worn many hats: content creator, developer, interaction designer, researcher, strategist, and service designer. My work has taken me across industries and around the world, from household names like Capital One, Nokia, and Adobe to startups, each experience deepening my commitment to thoughtful, human-centered design.

Design Executive

In my most recent role as Vice President of Enterprise Data and Machine Learning Design at Capital One, I significantly elevated customer understanding by implementing new engagement channels and a unified customer journey. As part of the senior executive leadership team, I strengthened collaboration among product, tech, and design teams, fostering a cohesive culture of shared goals and improved experience metrics. Other roles at Capital One, during my nine-year tenure included Head of Experience Strategy and Design Operations, and Head of Financial Services Design.

Thought Leader & Speaker

My ideas and opinions have appeared in This is Service Design Thinking, This is Service Design Doing, and Touchpoint, the journal published by the Service Design Network. As an accomplished speaker, I have appeared and keynoted in customer experience, design, and innovation conferences around the world.

Teacher

I have trained more than 1,500 individuals worldwide in design strategy, interaction design, and service design methodology through courses, client training, internal training, and conference workshops. I taught interaction design at Carnegie Mellon University, and customer experience design with a focus on service design tools and methods at Southern Methodist University. 

Design Community Builder

As an advocate for the practice and maturity of design, I held a leadership role as Vice President of the Service Design Network, where I brought 16 global design conferences to life, growing attendance and profitability while leading international volunteer teams. Additionally, I played a pivotal role in establishing and directing Adaptive Path’s Service Experience Conference.