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, 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 $1.2M 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.

• Led design efforts for global CRM and developing new products in APAC.
• Founded the Global Product Innovation Team in Singapore and built capacity to service multiple core product and new business challenges simultaneously. 
• Delivered global customer insights and leading teams that design, build and ship products in developing markets.

• Relocated to found the Singapore office and lead Huge's user-centered approach to design in APAC.
• Collaborated across timezones with clients, project teams, freelancers and regional vendors to conduct ethnographic research, create high-fidelity prototypes, and facilitate co-design workshops.
• Evangelized for design education, office culture building and mentoring.
• Took leadership of experience design responsibilities for multiple client relationships and new business efforts in the Brooklyn office.