I’m an executive design leader specializing in experience strategy, journey management, and customer-centered transformation.
I’ve worked with top brands on strategic customer experience challenges across industries, leveraging design to improve customer satisfaction, build people-centered culture, and create operational efficiency along the way.
Differentiators
- 20+ years in consulting and executive design leadership
- 18 years in service design practice and pedagogy
- 15 years leading the Service Design Network and global conferences
- Big-picture strategist and detail obsessive—aligning vision to execution
- Fluent in both customer experience and business realities
- People-centered, progress-driven
- Proven record of maturing teams and growing design influence
Career Highlights
- Studied poetry writing at the University of Pittsburgh
- Wrote content for thePlunge.com, an event-planning startup that went bust
- Built the University of Pittsburgh‘s first CSS-based websites
- Launched a web development business focused on nonprofits
- Earned a master’s in design from Carnegie Mellon University
- Designed a social networking app for HIV patients at Nokia
- Spearheaded service design at Adaptive Path, leading projects for Bonnier, Booz Allen Hamilton, REI, SK Telecom, USAA, and Wells Fargo
- Helped grow Capital One‘s design organization to 800+ as a VP of Design—spanning Auto Lending, Home Loans, Experience Strategy, Design Operations, and Enterprise Data and Machine Learning platforms
- Directed more than 20 service design conferences, including 16 Service Design Global Conferences as an executive leader of the Service Design Network
- Shaped the global conversation on service and experience design—speaking at IxDA, Productized, Service Design Global Conference, UX London, and UX Tokyo
- Contributed to the books This is Service Design Thinking and This is Service Design Doing
- Taught Customer Experience Design at Southern Methodist University and Interaction Design at Carnegie Mellon University