Responsibilities:

• Leading and adapting the user-centered design process that drives web, social, experiential, and tech projects for the entire agency.
• Hiring and retaining talent that produces best-in-class work and ensures exceptional client experience.
• Driving business growth by winning new clients and expanding agency capabilities through innovative service offerings and efficient productization of existing services.
• Developing AI/ML-assisted design philosophy, policy, processes, and tools, and driving adoption across the agency.

Project Successes:

• Led discovery and UX design of DC.Gov in collaboration with DC's Office of the Chief Technology Officer (OCTO), emphasizing services, neighborhood localization, and persistent measurement, resulting in a $1M contract extension to build in Drupal 10.
• Led discovery and UX design for DARPA.Mil, delivering a simplified content strategy, improved navigation for faster information discovery, and more effective communication of office functions, program capabilities, and newly available opportunities.
• Managed dual responsibilities as Product Manager and Designer, leading a mobile-centric redesign of WSSC Water's online Customer Service strategy, including a reorganized sitemap around common problems, an emphasis on self-service resources, and social-friendly step-by-step guide pages to help customers quickly and definitively solve problems on their own.
• Simultaneously led discovery and UX design for two major transportation associations, International Bridge, Tunnel and Turnpike Association (IBTTA) and American Public Transportation Association (APTA), resulting in cross-pollination and insight sharing that produced distinct and innovative strategies for both projects.

Key Contributions / Highlights:

• Led AI integration by positioning Taoti as an AI co-creation thought leader at GovCon 2023, promoting ethical AI tool adoption, and improving wireframe quality with client-aligned content, significantly enhancing early-stage deliverables and client satisfaction.
• Developed detailed and accurate estimates in collaboration with the Business Development team, increasing the agency's average project win from $50K to $150K within one year, unlocking higher-paid project tiers and driving profitability.
• Single-handedly led the UX department through a period of high turnover, keeping projects on track, meeting milestones, and resolving internal and client challenges to ensure continuity with no disruption.
• Minimized general overhead by efficiently managing tasks, recording the lowest overhead on the creative team while contributing the most hours to internal investment projects.
• Redesigned and streamlined research, audit, and testing deliverables, achieving notable reductions in Discovery phase costs.
• Set high benchmarks for quality through hands-on reviews and QA, resolving performance issues to ensure project excellence.
• Drove efforts to re-engage inactive active clients, resulting in organic account growth, new projects, and fully booked roadmaps of impactful work for more than 10 long term clients.

Responsibilities:

• Directed a combined team of 12 across 2 business units, Global Product Innovation and Creative, with a mission to design, build and test innovative products and data-driven marketing content.
• Led design efforts for global Customer Relationship Management (CRM) and developed new products in APAC.
• Gathered global customer insights and acted on them to inform the development of key growth areas.

Key Contributions / Highlights:

• Founded the Global Product Innovation Team in Singapore and built the capacity to service multiple core products and new business challenges simultaneously.
• Recognized by the VP of Global Markets for excellent leadership and successful project management that enabled regional growth.
• Gained the trust of the U.S.-based product team to execute key initiatives and work on high-visibility surfaces and internal start-up initiatives which were otherwise closely guarded.
• Led the India Product Management Team to improve 2 booking platforms and increased revenue by $6.5M in 6 months.
• Built a strong collaborative culture and drove year-end business planning for the Global Markets team of 30 people.
• Established the Product Innovation Team of 7 under my direction and led large remote workshops during COVID.
• Transitioned the Innovation Team to product design and management, enabling a Strategist to be promoted to PM.
• Drove Destination Authority product updates and uncovered user insights that continue to inform Experiences strategy.
• Created the foundational innovation work leading to 2 of the 7 new product and service initiatives planned for 2023.
• Positioned Forums product and On-Trip Native App as organizational priorities for 2023 that enable travelers to share strategies for destination planning, guidance and booking.
• Realigned Plus Subscription team, reduced operating cost, identified value propositions, and advised on experiments.

Responsibilities:

• Managed and mentored 3 UX Designers and 7 Product Designers.
• Helped establish the Singapore office and Huge’s user-centered approach to design in APAC.
• Collaborated across time zones with clients and teams on research, prototypes and workshops.
• Provided design education, professional development coaching and office culture building.
• Led experience design for clients and new business efforts in the Brooklyn office.

Key Contributions / Highlights:

• Relocated to Singapore to work with a specially formed team of strategists, designers and engineers with the goal of driving product transformation for Credit Suisse’s new Digital Private Banking platform.
• Supported discovery efforts with ultra-high-net-worth individuals (UHNWI).
• Built a design system for responsive apps and trained a team of 5 designers to use and maintain it.
• Led the concepting and design of the Trading and FX features of the app which together booked $1B in trade fee revenue in its first year and won 12 industry awards over a 6 year period.
• Prototyped ideas that became new Credit Suisse projects (watch app, Daily Brief, and social bookmarking).
• Delivered design for External Asset Managers (EAM), Multi-Client Dashboard for family practices, Credit Suisse Invest and CRM.
• Established the experience foundations for 5+ SK–II pop-ups and retail stores in Japan, China and Singapore’s Changi Airport.
• Led the SK–II Super Powered Assistant counsellor app redesign and Magic Ring integration that expanded in-store beauty session bookings, sales, CRM and shopping features.