Experience

VP, Head of Enterprise Data and Machine Learning Design, Capital One, New York, New York
2022–2023

Led team of 65 across four business areas: enterprise data, machine learning, accelerator team, and employee experience technology. Acted as key member of enterprise data leadership team, including setting business vision, mission, and strategy.
Proved accountable for $14 million budget, design quality, customer understanding, and team health.
Delivered new and updated product and platform features in support of enterprise-wide initiatives and primary data strategy, resulting in increases to NPS, UMUX-Lite, adoption, and time to market.
Developed customer-centered initiatives (new customer engagement channels, voice of customer forum, creation of unified customer journey, and experience metric instrumentation), increasing customer engagement and customer-back decision making.
Strengthened and enhanced product, tech, and design relationships across business units through sustained advocacy and cross-disciplinary initiatives to build one team culture.
Reorganized design team to align to CX, more efficiently support product teams, and reduce duplicative efforts.
Established cross-team design rituals, including portfolio reviews, project tracking, critiques, and other design culture-building activities, resulting in improved morale, greater quality, and efficiency.

VP, Strategy & Global Events, Service Design Network, Cologne (remote), Germany
2008–2023

Served on executive leadership team, contributing to and supporting organizational strategy focused on building global community and practice of service design, resulting in new programs, revenue streams, and greater reach.
Co-developed and led global conference with budget of €500,000, growing attendance from 200 to 900 while hosting in 13 different global cities in Europe and North America.
Cultivated and led international teams of volunteers to deliver content and programming. Played front-stage role at conference, introducing event and speakers.

VP, Head of Experience Strategy and Operations, Capital One, New York, New York
2019 – 2022

Created new team of 40 to support growing design org, focusing on design practices, design operations, strategic initiatives, design tools, design pro bono, career pathing, and risk.
Co-led CEO-level product management strategy, resulting in new chief product officer role and enterprise initiative to raise bar on product management across entire organization.
Created and deployed biannual design organization maturity evaluation, resulting in larger organizational view while better tracking team performance and influencing key strategic initiatives.
Defined organization’s primary design process, fostered human-centered design standards, and set experience quality standards to unify expectations across product teams.
Oversaw Equity by Design, focused on developing equity guidelines, designing training, and partnering on strategic initiatives to support diversity and inclusion.
Mediated and maintained vital relationships with Figma, Airtable, Mural, and other design and research tools in support of organizational needs and compliance.
Coordinated design development program strategy and processes for recruiting and supporting graduating university students and interns, resulting in increased diversity and more streamlined recruiting process.

VP, Head of Design, Financial Services, Capital One, Dallas, Texas
2016 – 2018

Grew and led team of 55 to support home loans, home equity, and auto lending businesses.
Transformed business unit from traditional business operations model to experience-first system and structure, resulting in business unit reorganizing around customer experience as well as adopting customer-centered practices and service design tools, including customer journey maps, vision stories, and service blueprints, ensuring 100% of organization worked back from the same customer understanding and vision.
Introduced service design and customer journey methods and tools and helped incorporate into business practices.
Recruited and hired designers, including four senior directors. Designed and developed all-new interaction model to support Agile product and engineering teams.
Maintained design quality and design’s role in Agile product development processes as well as team health and culture.
Developed vision for integrated B2B and B2C car buying experience, resulting in more seamless customer experiences, better use of business capabilities, and greater efficiency across auto dealer and auto consumer businesses.
Led programs and developed training to instill customer mindset, including training business executives and product leaders in design thinking and service design tools and methods.

Senior Design Director, Capital One, San Francisco, Calif.
2014 – 2016

Directed strategic and service design teams and provided consulting and training to various businesses, including Capital One Cafés, small business, investing, and mortgages, resulting in new business opportunities and greater design maturity.
Scoped and managed design work to include research, ideation, visioning, prototyping, roadmapping, and execution.
Facilitated cross-disciplinary ideation sessions with executive stakeholders to develop strategy and innovative customer and business solutions.
Developed training and guides to instill service design methodology into organizational practices, effectively supporting self-learning and ensuring greater adoption of practices by wider design organization.
Ran external Service Experience conference, recruited speakers, shaped program, and inspired hundreds of attendees

Design Director, Adaptive Path, San Francisco, Calif.
2011 – 2014

Led and directed design strategy, service design, and product design teams focused on mobile, web, and multi-touchpoint experiences in various industries, from large organizations to startups, including USAA, SK Telecom, Wells Fargo, Adobe, and REI
Supported business development, portfolio management, and developing business strategy
Oversaw research, ideation, visioning, prototyping, roadmapping, and execution.
Led and directed three-year service design engagement with large financial organization to drive increased customer satisfaction, reduced service cycle times, and process changes estimated to save $40 million.
Created external Service Experience conference, developed service design training material, taught service design classes globally, and delivered design thinking training to executives.

Interaction and Service Designer, Adaptive Path, San Francisco, Calif.
2010 – 2011
Led strategic multi-platform media visioning project for international telecom client. Provided strategic direction and consulting for Canadian financial services company. Established strategy and guided design and launch of tablet, mobile, and web photo-sharing startup.

Additional Experience

NOKIA, San Francisco, California, Senior Designer, 2008–2010. Envisioned new experiences and developed strategy for various new services and business opportunities, including social networking, healthcare, commerce, augmented reality, voice UI, and digital / physical product interaction. Awarded two patents for a healthcare social networking mobile service.

YUM YUM WEB, Pittsburgh, Pennsylvania, Founder, 2005–2007. Consulted and provided web development services for various clients.

UNIVERSITY OF PITTSBURGH, Pittsburgh, Pennsylvania, Web Development Specialist, 2003–2006. Developed design strategy and information architecture. Created wire frames and built front-end code using CSS, XHTML, Javascript, PHP, XML, Flash, Actionscript, Dreamweaver, and Photoshop.

ROCKETWORKS, Gaithersburg, Maryland, Web Producer, 1999–2001. Managed two-person team, created and managed content, and performed front-end development for Internet startup.

EEI Communications, Alexandria, Virginia, Web Developer, Editor, 2002–2004. Provided front-end development and editing services for various clients

EXCHANGE / MONITOR PUBLICATIONS, Washington, D.C., Reporter, 1998–1999. Wrote for Weapons Complex Monitor, a weekly newsletter devoted to providing intelligence and inside information on D&D cleanup and waste management within the Department of Energy’s Nuclear Weapons Complex.

UNITED PRESS INTERNATIONAL, Washington, D.C., Reporter, 1998. Covered Washington, D.C.-based events, including the Monica Lewinsky trial, the Capitol shootings, and interviewing Mr. Rogers.