Enterprise Experience & Digital Transformation Leader
I help enterprise organizations turn customer insight, digital strategy, and experience innovation into measurable business results
Experience strategy · Digital transformation · Product innovation · Operational excellence
How I Create Value
Accelerate Business Performance
Align customer journeys, digital products, and service operations to reduce friction, improve productivity, and deliver better business outcomes.
Focus: operational efficiency, conversion, service cost, customer retention
Scale Digital Products and Platforms
Establish shared product strategies, scalable design systems, and consistent digital experiences that accelerate delivery and improve performance across portfolios.
Focus: time to market, reuse, adoption, consistency, scalability
Turn Customer Insight into Strategic Action
Translate customer behavior, feedback, and research into investment priorities, product roadmaps, and decisions that address high-value business problems.
Focus: investment prioritization, customer loyalty, product-market fit, decision quality
Transform Complex Operations
Connect people, processes, and technology to simplify workflows, strengthen self-service, and help teams deliver faster, more accurate outcomes.
Focus: cycle time, first-time-right performance, automation, service productivity
Brands I’ve Helped
Proof of Impact
GE Aerospace - Scaling Customer Self-Service
-
Business challenge
Fragmented customer feedback, inconsistent digital experiences, and disconnected product practices limited the organization's ability to scale customer self-service and improve service performance.
Strategic contribution
Aligned experience strategy, customer insights, digital product priorities, and global design practices around a more consistent, scalable commercial customer experience.
Business value
Established the foundations for more efficient customer support, stronger digital adoption, and a more consistent product experience across the commercial portfolio.
Executive takeaway: Connecting customer experience strategy with enterprise-wide product and operating priorities to enable scalable service transformation.
Ford - Advancing Digital Commerce and Ownership
Futures
Experience
Innovation
-
Business challenge
Ford needed to evolve its digital ecosystem to support changing customer expectations, improve the online purchasing journey, and deliver a more consistent ownership experience across markets.
Strategic contribution
Led experience strategy and innovation across digital commerce, vehicle ownership, global design systems, and emerging online car-buying experiences.
Business value
Advanced a more consistent, scalable digital ecosystem and helped establish the experience foundations for Ford's digital-first sales and vehicle ownership strategies.
Executive takeaway: Connecting digital innovation and customer experience to enterprise commerce and ownership strategy.
Banfield — Increasing Digital Appointment Demand
Understanding pet ownership, optimizing pet care routines.
-
Business challenge
Customers faced opportunities for a simpler path to discovering services and scheduling veterinary appointments online.
Strategic contribution
Redesigned the digital experience, optimized appointment scheduling, and aligned customer journeys and website content with customer needs.
Business outcome
Increased online appointment requests by 150%, expanding digital engagement and strengthening the online path from discovery to appointment.
Executive takeaway: Improving the digital customer journey to drive measurable demand and expand self-service.
4×
Service productivity
Salesforce case experience improvement
+23
NPS improvement
Commercial Customer Portal
150%
More online appointment requests
Banfield digital optimization
Global
Product and design enablement
Scalable digital experience practices