HubSpot

Senior Design Manager, CMS Hub | December 2021 - PRESENT

- Lead a team of 14, comprised of design managers, product designers, researchers, and content designers to build tools that help small business owners grow better through website and digital front-door experiences.

- Grew annual recurring revenue from $57 million to north of $80 million by refocusing the team on usability improvements, enabling the launch of CMS Free, the biggest customer acquisition lever that HubSpot has seen in the last 10 years. This work also benefited the rest of our +49,000 Starter, Pro, and Enterprise customers.

- Reframed our Content Platform to focus on use case-specific outcomes with platform-driven components to reduce customer pain in relearning content creation experiences across HubSpot, and delivering value to customers faster.

- Leadership sponsor for the CMS Hub DI&B committee and responsible for renewing focus on hard conversations through workshop facilitation, performance material creation, and partnering with the DI&B HubSpot Product lead.

Capital One

Senior Manager, Design | July 2020 - November 2021

- Led a team of 5 researchers & designers that run the specialization gamut of UX/UI, Prototyping, and User Research.

- Designed a Data Infrastructure Strategy & sold it to the leadership team that manages a $3.5 billion business.

- Developed value proposition of receivables revamp based on the client interviews and stakeholder feedback and used as inputs to work with partners to develop business plan accounting for client ROI expectation & user pain points.

Manager, Service Design | October 2018 - July 2020

- Saved the bank $14 million in projected costs and distraction by forcing people to talk to each other through service blueprints, stakeholder interviews, & Design Thinking workshops. Gathered input from 22 teams across the Enterprise to separate bespoke RFP needs from improvements for the rest of our client portfolio. 

- Led a group of 3 designers to overhaul our Account Opening feature through CX associate ethnography, post-pilot client interviews, and system architecture workshops.  formulate a strategy to solve for all client-input data, moving us from unstructured emails & paper to structured Salesforce case data.

Lyft

Service Design Lead, Help Automation | November 2017 - October 2018

- Managed a team of 3 Strategists and Service Designers responsible for reinterpreting how to assist the 1.2 Million users who need help every week. 

- Successfully launched bilingual support for drivers and passengers by organizing over a dozen teams across multiple cities and continents. Worked with teams to accurately predict Spanish-speaking ticket volumes, appropriately staff, develop hiring standards, and more so that we could successfully launch in 8 months.

- Facilitated root cause analysis and developed trust with our support experience leadership as well as support analytics, workforce management, and service technology to form a core working group to avoid future fires.

Philips Healthcare

Senior Service Designer | May 2017 - November 2017

- Service Designer in an internally grown medical device startup responsible for creating workflows in hospital general ward and skilled nursing facility settings by utilizing research and design thinking methodology.

- Successfully built and tested value propositions for user and business needs.

- development of usability documentation and user risk mitigation strategy

- delivered user research and insights to broader product, hardware, and software engineering teams.

- Participated in strategic M&A conversations with early and mid-stage startups

IBM Watson Health  |  IBM iX

Managing Consultant, UX Design | June 2016 - May 2017

Senior Consultant, UX Design | June 2015 - May 2016

Design lead for a Watson Health Clinical product offering slated for release in 2017. 

- Responsible for user experience visioning of new clinical use cases.

- Develop ideas by leading design thinking workshops and ethnographic research with product and engineering.

- Mentored and challenged junior designers to do thoughtful and user-driven work.

- Created wireframes, visual designs, prototypes and annotations to share understanding of expectation.

Shockoe Commerce Group

eCommerce Manager | April 2014 - May 2015

Reach eCommerce and mCommerce goals through constant improvement, vendor relations, and team coordination with the goal of site conversion improvement.

-Supported vendor relations, monitored performance, and identified areas of product improvement.

- Directed SEO through content generation, graphic design, and technical bot-friendly site cleanup.

- Oversaw and maintained new social media implementations, campaigns, and day-to-day community engagement.

- Solved inventory, cloud integration, shipping, and site search issues across entire ecommerce portfolio.

Education

Virginia Commonwealth University — Master of Product Innovation, 2015

University of Massachusetts, Amherst — Master of Fine Arts, Painting, 2013

Virginia Commonwealth University — Bachelor of Fine Arts, Painting + Printmaking, 2010