Resume

Experience

  • Expert builder of exceptional global UX teams for small and large companies.

  • Dedicated to designing and delivering, breakthrough consumer products and optimizing enterprise products to new levels of performance and profitability.

  • User centered design expert, ensuring a data and insight informed approach to product strategy.

  • Excellent cross functional communication (engineering, product management, marketing and sales).

  • Accomplished coach helping creative, resourceful, professionals unlock their leadership potential.

Career Highlights

FACEBOOK

Director, Product Design 2017-18

Established new industry standard in ad transparency with the research and design of new products to protect legitimate political discussion on Facebook.

  • Verification and authentication of all political advertisers.

  • Labelling all political ads and political content.

  • View Ads - showing all ads running from a single advertiser, regardless of targeting

  • Search Archive – a repository of all political ads and content.

Created a new audit process for reviewing product quality. Introduced UX excellence metrics. Provided a consistent way to calibrate product designers work across the larger design organization.

[247].AI

Chief Design Officer 2012-17

Led the design of omni channel, multi modal products; optimized enterprise software; created new ‘proof of concept’ (POC) products for enterprise clients.

  • AMEX Mobile Alert - designed an award winning multi modal fraud alert and mobile payment app. that received 5 Star CSAT ratings, 85% acceptance rate by customers.

  • Hilton Digital Concierge – led the design of a predictive and personalized online chat experience increasing incremental online revenue by 2.5%, raising average booking value and improving call and email deflections rates, with 85% positive customer ratings of all chat survey responses.

  • United Airlines Mobile Chat – Created a product vision that anticipated and solved travel pain points for customers at any point in a journey. Provided a simple way for travelers to get things done using the airlines mobile app, powered by omni channel digital and human chat. Turned into a product and implemented on United airlines, it saved money by successfully deflecting more expensive voice calls.

 

Built cross functional product design teams in India, USA and the Philippines from the ground up. 

  • Established a state-of-the-art research lab to conduct ethnographic research of chat agents. The research inspired product innovation, helping agents do their job faster, stay engaged longer and drive higher CSAT for enterprise clients Target and Optus.

  • Introduced conversational mapping into the design of AI chat bots, pioneering improvements in conversation quality and driving better CSAT for enterprise clients in travel, finance, telco and retail.

HGD DESIGN

Principal, UX Consultant 2006-12

Worked on multiple product design projects for technology partners:

  • Cloudshield: Led design thinking workshops for management and partners at the NSA.

  • McAfee: Research and design optimization of flows to increase online shopping conversion.

  • ReQall: Ideation of  future product scenarios for inclusion in product roadmap.

YAHOO!

Senior Director, User Experience Design 2001-06

Directed the design and redesign for multiple state of the art products.

  • Y! News to the #1 news site on the web, doubling revenue and increasing unique visitors 5x.

  • Y! Sport moved from #4 to #2 behind market leader ESPN with monthly visitors increasing 52%.

  • Y! Movies became the #1 entertainment site and unique monthly visitors increased 34%.

  • Y! Go won Best Made for Mobile Infotainment for Sports & News award for Infotainment by GSMA.

  • Facilitated growth of User Experience Design team from 20 to 150+. Introduced processes to improve network design consistency; product quality metrics; addressed retention by writing career paths; built an internship pipeline for future talent; hired design directors as business partners to business unit leaders.

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Additional Relevant Experience

APPLE

Design Manager, Advanced Technology Group

  • Lead designer for the R&D of a mobile data capture application for the Government of India’s Health and Family Welfare Division, representing a potential $18 million in sales and the transfer of technology into an emerging market. Published in Conference Proceedings of the ACM SIG CHI.

  • Keynote speaker at Apple Worldwide Developer conferences presenting ATG’s “A Vision of the Future” to developers and resellers in the USA and Europe.

 

EXCITE@HOME

Principal, Interaction Designer

  • Designed the first generation of mobile apps empowering Sprint phone customers, and enabled Excite to compete head to head with Yahoo! for placement on WAP phone services.

  • Increased customer conversion rates 12% with a redesign of the customer sign up flow.

 

Education

 

  • Master of Arts, Computer Related Design, The Royal College of Art, London.

  • Bachelor of Arts with Honors (1st), Graphic Information Design, University of Westminster. London.

Professional Development

  • Executive Program, AIGA Business Perspectives for Design Leaders, Harvard Business School, MA.

  • Lean Startup Methods for Women Founders, Women 2.0, San Francisco, CA.

  • Certified Professional Co-Active Coach® (CPCC). Completion date 2019, CA.