Experience Strategy Leader
I help companies deliver better experiences for their customers.
How I Help
Customer Journey Optimization & Strategy
I excel in mapping and optimizing customer journeys, ensuring seamless interactions across all touch points.
Lead the design and alignment of customer journeys
Integrate customer insights to identify pain points
Streamline the journey between cross-organizational teams
Digital Product & E-Commerce Optimization
I redesign and optimize digital user experience to meet evolving user expectations and business goals.
Improve digital product functionality and usability
Optimize conversion funnels across digital ecosystem
Prioritize through usage analytics and user research
Service Process Improvement & Automation
I streamline critical service processes, orchestrating digital and operational workflows.
Optimize service processes and self-service channels
Implement digital-first strategies
Leverage data and feedback to eliminate waste
Brands I’ve Helped
Career Highlights
GE Aerospace Self-Service CX
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GE Aerospace is tackling challenges in aligning digital products with customer expectations while fostering a customer-first culture. Limited CX/UX maturity, inconsistent design practices, and fragmented customer feedback strategies hinder user satisfaction, operational efficiency, and growth potential.
Objectives
Enhance organizational UX maturity and promote a customer-centric mindset.
Establish consistent, scalable design practices through a global design system.
Improve self-service processes and customer support operations for better efficiency and satisfaction.
Leverage customer feedback to directly inform product development and service enhancements.
Create a sustainable, growth-oriented vision for the commercial portal.
Actions Taken
Elevating UX Maturity: Led efforts to embed a customer-first mindset across global teams, aligning UX with business objectives.
Global Design System: Developed and scaled a multi-brand design system, ensuring consistency, efficiency, and scalability across digital products.
Self-Service Enhancements: Directed data-driven improvements to self-service processes, addressing evolving customer needs.
Voice of Customer Strategy: Implemented a robust VoC program to integrate customer insights into product and service enhancements.
Support Optimization: Streamlined customer support and communication channels to improve responsiveness and alignment with expectations.
Commercial Portal Vision: Defined and communicated a cross-functional vision to ensure the portal supports long-term business growth.
Connected Ford Owner Experience
Futures
Experience
Innovation
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Ford addressed challenges in evolving its digital ecosystem to meet consumer expectations and implement a digital-first sales strategy. Key initiatives focused on enhancing global consistency, redefining car ownership experiences, streamlining e-commerce, and delivering best-in-class digital solutions.
Objectives
Establish a unified design system for global consistency and scalability.
Redefine car ownership experiences to align with modern consumer needs.
Overhaul e-commerce platforms for seamless and user-centered purchasing.
Validate and refine innovative car buying solutions.
Design a world-class mobile application to elevate vehicle ownership experiences.
Actions Taken
Global Design System: Implemented a scalable, multi-brand, multi-lingual design system to unify Ford’s digital ecosystem across markets.
Customer Journey Workshops: Led workshops to conceptualize innovative solutions and redefine car ownership, aligning digital experiences with customer expectations.
E-Commerce Redesign: Directed Lean UX strategies to overhaul Ford Parts' e-commerce platform, ensuring a seamless and intuitive purchasing experience.
Prototype Development: Created and tested car buying prototypes, gathering dealership feedback to validate and refine solutions.
Digital-First Launch: Validated the online car buying experience, setting the foundation for the Ford Mach-E launch and supporting Ford’s digital-first strategy.
Mobile App Excellence: Led competitive analysis and industry benchmarking to design FordPass, a best-in-class vehicle ownership app that set new industry standards.
Banfield Digital Optimization
Understanding pet ownership, optimizing pet care routines.
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Banfield addressed challenges in aligning its marketing strategy with broader business goals, improving customer engagement, and enhancing digital self-service capabilities. Initiatives focused on creating seamless customer journeys, optimizing online appointment scheduling, and redesigning the website to boost discoverability, user experience, and engagement.
Objectives
Align marketing strategies with overarching business goals.
Enhance online engagement through streamlined scheduling and self-service options.
Redesign the website to improve SEO, user experience, and content accessibility.
Actions Taken
Customer Journey Development: Designed comprehensive customer journeys that redefined Banfield’s marketing strategy, ensuring alignment with business objectives.
Appointment Scheduling Optimization: Streamlined and documented scheduling processes, improving online functionality and driving a 150% increase in online appointment requests.
Website Redesign: Led the redesign of Banfield.com, significantly enhancing SEO, discoverability, and user experience. The initiative expanded client self-service capabilities, earning the site recognition as the Best Healthcare Provider Website by IAC.