Resume

Education

Syracuse University – Martin J. Whitman School of Management

Masters of Business Administration, Entrepreneurship/Entrepreneurial Studies
December 2018

• Beta Gamma Sigma
• Graduate Award for Entrepreneurship Excellence

Fontbonne University

B.A., Management
May 2009

Southern Illinois University Edwardsville

B.A., Music History & Literature; Music Business
May 2004

Experience

Director, Product Management - Technical – Mastercard

July 2021 – Present

• Establish and develop deep, strategic relationships with Franchise and Data Strategy senior business and product stakeholders to provide technology consulting services for key global and regional initiatives.
• Produce forward-looking technology proposals / presentations leveraging technology capabilities inside and outside of Mastercard to bring comprehensive technology solutions to solve business and regulatory challenges.
• Facilitate pre-sales workshops as the technology SME, involving client technology teams.
• Lead and support the RFP process by confirming or defining the business and technology challenges, needs, and solutions.
• Leverage a variety of technology frameworks and methods to develop and promote technology architecture that drives strategic alignment of IT with business.
• Drive the technical solution and provide technical and advisory support to ensure the development and implementation of applications that provide adherence to business requirements.
• Design, manage, and deliver global Operational Health Insights dashboard for regional technology teams that include customer incident, customer implementation, and customer success metrics at various levels of fidelity.

Director, Customer Experience & Engagement – Mastercard

March 2020 – July 2021

• Led customer experience and engagement efforts to increase engagement, maximize retention, and improve service experience.
• Recommended customer and consumer relationship expansion as well as retention tactics, and communicated them cross-functionally to drive a customer-centric approach to interactions.
• Supported organizational efforts to participate in market-facing engagements, both internally and externally.
• Served as an internal consultant to Global Customer Care as well as other strategic internal partners.
• Regularly reviewed and reported on customer retention, business opportunities and market trends in customer engagement.
• Directed prototyping and testing of new products to refine both products and services based on customer feedback.
• Directed the use of experience data to identify sources of dissatisfaction and influence the design of products, services and programs to improve.
• Collaborated with other business leaders to promote consistency in customer service across all channels of customer interaction.
• Performed financial planning, forecasting, and budget tracking as well as resource and capacity for a team.
• Formally supervised and coached a large group and ensured compliance to goal setting and performance appraisal process.
• Identified and coached top talent within own teams.

Senior Consultant, User Experience – Mastercard

April 2019 - March 2020

• Co-created and inspected the research, user flows, wireframes, designs, journey maps, and execution metrics to assess risks and prioritize work based on customer and business impact.
• Evolved Mastercard’s design thinking to solve business, product and user problems.
• Provided thought leadership for the organization while mentoring peers on the User Experience team and across teams and functions in best-practice User Experience approaches.
• Showcased the team’s work to customers in Mastercard’s tech hubs in Sydney, Pune, New York, and St. Louis.
• Partnered with senior product decision makers to align UX vision and strategy across the company.
• Defined the structures and operating mechanisms to build and run the organization while shifting to a data-driven and continuous learning culture across the user experience team.
• Fostered career development and growth paths for design and research leaders while sourcing, attracting and hiring in the best talent.

Director of Digital Operations – Emerson

October 2018 – April 2019

• Led the implementation of the emerson.com website and e-site roadmaps for enhancements, new capabilities and global rollout across business units.
• Provided strategic vision and thought leadership in key areas such as digital technologies, digital channels (web, mobile, social, eCommerce, etc.) and emerging digital technologies.
• Partnered with business owners to shape the roadmap based on user insights, customer needs, and business priorities. Defines, prioritizes, and maintains the website and digital enhancement roadmap ensuring alignment to the digital strategy, business needs, and business priorities.
• Worked with business units and platform marketing to clearly define customer experience, business requirements, and user requirements.
• Worked with Corporate and Platform IT to ensure that marketing and business needs are met, and are the drivers of technology solutions, workflows, and SLAs.
• Maintained knowledge of digital technologies and their application, and identifies ways digital can drive competitive advantage, unlock customer value or serve long-term business needs.
• Identified solutions at the forefront of technology within the ever-changing digital landscape and maintained a strong understanding of the organization’s technology products and technical architecture.

User Experience Lead – Emerson

June 2015 – October 2018

• Established a User Experience practice within Emerson’s Residential Retail division of Commercial and Residential Solutions. Drive experience design culture and best practices throughout product management, marketing, and new product development.
• Product design contributions of both hardware and software for Sensi, a top-rated rated Wi-Fi Thermostat on Amazon.com and winner of the 2016 J.D. Power Smart Thermostat Satisfaction Report. Work included collaborative design studio sessions, holistic experience, and service design, and reusable software design pattern library for web, iOS, & Android platforms.
• Led experience design efforts and partnered with like teams at Amazon, Google, and Apple for product portfolio integration into Amazon Alexa, Google Assistant, and Apple HomeKit connected home platforms.

Design Lead – Monsanto/Bayer

October 2013 – June 2015

• Established a User Experience and Interface Design practice for Monsanto’s Research & Development I.T. division with a focus on reducing the cycle time between ideation of new products to commercialization.
• Led creation and customer validation of Velocity, a user interface design system and UX pattern library for web and mobile applications, which led to reduced development cycle time and consistency across multiple channels. Data-driven decisions ascertained from qualitative and quantitative research.
• Created extensive journey and ecosystem maps for various customer profiles which led to a stronger understanding of customer needs and identified several latent needs for digital product improvements.

Sr. UX Designer – Asynchrony/World Wide Technology

December 2011 – January 2013

• Integrated with agile scrum teams for experience design of several web and mobile applications for Fortune 500 clients like Sotheby’s International Realty, Kaiser Permanente Healthcare, and Bridgewater and Associates.
• Supported custom, enterprise-grade mobile application suite with complete experience design treatment, including requirements gathering, ethnographic research, persona development, wireframes, prototypes, usability evaluations and journey maps.
• Led experience and service design efforts of an app store submission portal for the United States Army and United States Department of Defense (U.S. Army Marketplace).

User-Centered Designer – Sigma-Aldrich

June 2008 – December 2011

• Redesign of Sigma-Aldrich.com. Work included ethnographic research, journey mapping, persona development, wireframes, usability evaluations, and co-located development coordination with offshore teams in Pune and Bangalore, India.
• Continuous improvement through the agile design of chemical synthesis and life science eCommerce content and related online marketing vehicles with an average transactional volume of $2.1M USD/day.
• Agile experience design and customer validation for an user-centered custom product configurator application with top-line revenue impacts of $5.2M USD/year.