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12/2020 - 02/2022

Director of UX Research, Strategy & Design
 

Bob's Discount Furniture

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  • Headed the UX organization at Bob’s Discount Furniture, leading UX strategy and digital solutions across all mybobs.com customer journeys including account, search, shopping, purchasing, orders, returns contributing to a consistent annual revenue of $2 billion. 

  • Championed a customer-first culture and secured executive support to create a future-state online retail ecommerce experience. This initiative introduced a new contemporary design language system and personalized solutions tailored to meet the needs across all customer cohorts.

  • Empowered and motivated a diverse, multi-disciplinary team of onshore and offshore staff, fostering critical thinking, creativity, and collaboration to deliver highly usable and innovative solutions.

01/2016 - 12/2020

Senior UX Manager of UX Research, Strategy & Design
 

Blue Cross Blue Shield​

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  • Headed the UX organization at Florida Blue/GuideWell Connect, driving innovation within a SaaS-driven enterprise dedicated to transforming healthcare and wellness solutions for Individual & Family, Medicare, and Medicaid customers. 

  • Orchestrated the reimagination of online health plan education, shopping, plan selection, and member management experiences, impacting over 40 million members across multiple BCBS providers. 

  • Passionately led and mentored a diverse team of UX designers and research strategists, fostering a culture of positive reinforcement and continuous growth.

01/2015 - 11/2016

Vice President of UX Global Research, Strategy & Usability
 

CitiBank​

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  • Directed strategic global research programs and usability testing for Citi’s product, marketing and acquisition divisions with a strong focus on enhancing NPS scores and boosting customer retention across a vast network of 200 million members spanning over 100 countries.

  • Passionately championed a customer-centric and pervasive Design Thinking culture, ensuring the needs of CitiBank members’ were prioritized at every stage of the product development lifecycle.

08/2007 - 11/2014

Director of UX Research, Strategy & Design
 

VOYA​

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  • Built and led the UX organization for Voya (formerly ING), delivering top-tier wealth management experiences for individuals, employers, and financial professionals managing over $800 billion in assets. 

  • Spearheaded the creation of Voya’s MyOrangeMoney experience and reimagined the member account experience, covering retirement education, investment portfolios, and allocations. These initiatives catapulted ING from last to first in Dalbar’s 2014 defined contributions participant rankings and laid the design groundwork for ING's successful rebranding to VOYA during its IPO. 

  • Built and led a dynamic, multi-layered team of directors, managers, UX designers, research strategists, content strategists, and frontend developers, fostering a culture of servant leadership to drive individual growth and development.

02/2022 - 12/2022

Director of UX Research, Strategy & Design
 

Fanatics​

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  • Headed the UX organization at Fanatics, shaping the UX vision and driving execution across all shopping journeys and member account experiences throughout Fanatic’s expansive multi-billion dollar international ecommerce digital footprint. Additionally, I led the workflow optimization of internal merchandise and inventory seller experiences. I led the implementation of cutting-edge UX metrics, centered around customer-centricity throughout the product development lifecycle, leveraging protocols like the Standardized User Experience Percentile Rank Questionnaire (SUPR-Q), SUS, and CSAT.

  • Notable achievements include a 3% surge in Conversion Rate Optimization (CRO) and a 4% increase in Average Order Value (AOV). Leading and mentoring a dynamic team of UX designers and research strategists was a rewarding experience, driving innovation and achieving exceptional results.

12/2022 - Present

Senior Director of UX Research, Strategy & Design
 

eBay​

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  • As the Head of UX at eBay’s TCGplayer collectibles, I orchestrate strategic UX initiatives and provide visionary leadership across domestic product lines and international growth for our marketplace and seller tools. My role focuses on seamlessly aligning UX strategies with dynamic customer needs, evolving market trends, and competitive dynamics. These initiatives are delivering exceptional buyer and seller NPS scores consistently exceeding 70, alongside significant marketplace conversion increases exceeding 10%.

  • Under my leadership, the UX organization has created highly effective Voice of the Customer (VoC) programs, including Net Promoter Score (NPS), trust metrics and plans for comprehensive CSAT. I lead and cultivate a high-performing, multi-tier UX team comprising managers, research strategists, designers, and content writers. Together, we are committed to pioneering innovation and consistently delivering exceptional user experiences that elevate TCGplayer's digital collectibles marketplace.

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