Results-Driven UX Design Leader

Led a 0→1 AI-powered Virtual Support Agent initiative that transformed the partner and care support experience. Partnered with senior leadership to define long-term UX strategy aligned with enterprise priorities.

• Chatbot initiative drove CSAT improvements and reduced Care workload by ~50%
• Finalist in 2025 TSIA Excellence in Omnichannel Customer Experience Award
• Stevie® Bronze Award for AI-Powered Self-Service.

Managed and led a global team of 15 product designers across three continents. Defined and iterated UX strategies for high-quality product delivery. Mentored and transitioned 30+ visual designers into UX designers.

• Improved Intuit QuickBooks Desktop Payroll onboarding, reducing drop-off by ~5%
• Transformed NTG Freight platform UX, improving efficiency by ~10%
• Delivered 2 keynote sessions to 350+ participants

Revamped the design system to unify experiences across applications, reducing learning curve and saving development time through reuse and standardization.

• Unified design system across multiple enterprise applications
• Mentored junior designers, improving team delivery quality

Delivered UX improvements across large-scale mobile and desktop applications, strengthening user trust and engagement across global products.

• Designed self-service newsletter platform reducing user effort by ~30-40%
• Led mobile adoption initiatives driving usage across global employee base

Built a strong foundation in interaction design and visual communication across agencies and enterprise environments. Evolved from visual design into full user experience practice.