Experience & Product Strategy Leader • Systems Transformation • Operational Modernization • Organizational Enablement
Open to full-time leadership, consulting, & fractional transformation engagements.
I help organizations rethink how enterprise systems, internal platforms, governance structures, and operational workflows actually function — then redesign them for greater clarity, scalability, and impact.
Get in touchMy background is rooted in UX and service design, but my work has increasingly centered on systems transformation, operational modernization, organizational enablement, and AI-integrated operational strategy.
For nearly 15 years at Capital One, I worked across enterprise servicing ecosystems supporting 20,000+ associates, helping modernize workflows, shape long-term platform direction, establish governance systems, and integrate AI into operational and strategic workflows to improve synthesis, communication, and decision-making.
I'm strongest in environments where systems have become fragmented, operational complexity has quietly compounded over time, and organizations need clearer thinking, stronger alignment, and structural change — not surface-level optimization.
Enterprise transformation impact
GenAI · Associate tooling
Led UX for one of Capital One's first GenAI-powered associate support tools, integrating AI summarization and decision support into live servicing workflows.
Platform modernization · $7M+
Redesigned and migrated fraud investigation workflows from fragmented legacy systems into a unified servicing platform, supporting projected multimillion-dollar operational savings.
Governance · Delivery systems
Built governance and enablement systems from the ground up, improving delivery consistency, scalability, collaboration, and execution speed across enterprise product teams.
Strategic direction · 5-year vision
Led discovery and definition of a 5-year fraud and disputes vision spanning customer and associate experiences, influencing multi-year product and technology investment priorities.
Teams move faster and make better decisions when discovery, alignment, and systems understanding happen before execution accelerates.
Most operational systems were never intentionally designed. They evolved through constraints, workarounds, and organizational inertia. I focus on understanding the structural decisions underneath them before optimizing the surface.
Not just insights or observations, but clearer prioritization, stronger decision-making, and actionable paths forward.
Complex initiatives succeed when teams with competing priorities align around shared understanding, direction, and accountability.
Strategy, systems, governance, workflows, and enablement are all forms of making. That builder mindset shapes how I approach transformation work.
AI is not something layered onto my work as a headline, feature, or buzzword. It is increasingly integrated into every step of how I approach strategy, research, synthesis, planning, communication, and workflow design.
Beyond my own practice, I actively help teams and organizations identify opportunities where thoughtful AI integration can reduce friction, improve decision-making, and create meaningful operational leverage.
That said, human judgment remains essential. AI can accelerate clarity and operational effectiveness, but meaningful progress still requires systems awareness, critical thinking, and strategic discernment.
Capital One
Senior Manager, Experience Design
Enterprise servicing ecosystems, governance systems, operational modernization, and AI-integrated workflows supporting 20,000+ associates.
Take Care Health / Walgreens
Design Lead & Project Manager
Led design and delivery of healthcare applications across a nationwide clinic network.
The Vanguard Group
Interaction Designer
UX and information architecture work within institutional retirement services platforms.
American Express Global Business Travel / Rosenbluth International
Creative Manager
Led governance and front-end experience initiatives across enterprise and customer-facing travel platforms serving global business clients.
Adtell Developing, Inc
Co-Founder
Early web design and development company during the commercial internet era, including work on one of the first B2B manufacturing marketplaces.
A deeper set of executive-level transformation case studies focused on:
Additional materials and downloadable leadership assets available upon request.
Know teams working on these kinds of problems? Are YOU struggling to advance something from good to great? Find me on LinkedIn or send a message.