My Work Experience
Director, Enterprise UX Design & Research
Lumen Technologies
Oct 2021 - Present
Strategic Global Leadership: Guides a diverse international team (20+) of Product Designers and UX Researchers focused on elevating enterprise service management, provisioning, and purchasing experiences for telecom and technology professionals.
Digital Experience Transformation: Spearheaded the digitization of Fiber+ internet purchasing experience for Lumen, resulting in a remarkable increase in the system usability score (58 to 92) and a significant reduction in task completion times (~20 to ~10 min).
Career Development and Talent Growth: Pioneered a career ladder framework, resulting in four promotions within the first year. This initiative nurtured current talent and provided essential career guidance for new team members.
User Research Excellence: Established and operationalized a robust research practice for the entire Enterprise organization, conducting over 50 tactical and strategic studies in the inaugural year. These efforts provided crucial insights for informed decision-making across the organization.
Experience Design Director
Truist
Jul 2018 - Oct 2021
Career Advancement and Effective Leadership: Elevated from UX Manager to Experience Design Director, leading a dispersed team of US-based designers. Spearheaded the design of innovative user-centric commercial banking experiences.
Measurable Experience Improvements: Orchestrated a cross-functional team to revamp the consumer account opening process, resulting in a substantial increase in the system usability score (64 to 89) and a significant reduction (5 minutes) in the average task completion time.
Legacy Integration Success: Successfully integrated two intricate legacy banking applications into a new commercial banking app (web and mobile) within two years post-merger.
Process Optimization: Streamlined the product development process for optimal integration of design and research, facilitating simultaneous delivery of tactical and strategic design work, thereby enhancing overall project efficiency.
Studio Senior
Deloitte
Sep 2017 - Jul 2018
Multi-disciplinary Expertise: Served as a versatile UX, UI, and UX research expert for renowned clients like Verizon and Anthem. Provided strategic insights to guide clients in understanding user needs, defining outcomes, and implementing plans for delivering valuable, validated experiences.
Senior and C-Suite Engagement: Conducted interviews, including at the C-suite level, to gain comprehensive insights into client business conditions, risks, and controls. This approach deepened understanding of client objectives and informed the development of tailored solutions.