Global design executive, thought leader, speaker, teacher, and community builder.

Expert in human-centered design, service design, product development, design strategy, and design operations. Advocate for cross-functional collaboration, diversity and inclusion, creative problem solving, and human/business impact.

I believe in the power of design to both improve peoples’ lives and help businesses grow and innovate. As a design leader, I am a strong collaborator, human-centered problem solver, analytical and pragmatic business partner, systemic thinker with an eye for detail, and caring coach and team builder. Through consulting and executive leadership, I bring a wealth of expertise to the realms of design leadership, service design, product design, design strategy, and design operations. 

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 1,000 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. 

More about me?

I am also a husband, dog owner, poet, soccer player, and home brewer.

 

Places I’ve lived

  • Pittsburgh, Pennsylvania
  • St. Louis, Missouri 
  • Millis, Massachusetts
  • Bethel, Connecticut
  • Troy, New York
  • Lancaster, United Kingdom
  • Arlington, Virginia
  • San Francisco, California
  • Dallas, Texas
  • New York, New York