Partnered with senior leaders to design, scale, and embed customer - centric programs and solutions globally. Directed design of CX programs (Close the Loop, Digital CX Insights, Crisis Prevention, Customer Success). • Developed AI - enabled VOC frameworks transforming feedback into prioritized design actions. • Built digital self - service and enablement reducing friction and service costs. • Facilitated iterative design sprints, creating prototypes and storyboards to co - design solutions across teams. • Mentored design and research professionals, embedding customer - centric practices globally.

Led CX and design strategy engagements with emphasis on financial services. healthcare, and insurance verticals. • Partnered with a global financial services client for 18 months to design and execute CX strategy and end - to - end service design initiatives, including journey mapping, blueprinting, and prototype development. • Conducted ethnographic research and usability studies to inform service design. • Produced journey maps, service blueprints, personas, and roadmaps to drive transformation. • Facilitated executive Design Thinking workshops converting insights into strategic action. • Delivered 0 – 1 product / service concepts for healthcare and tech clients, guiding prototypes through launch. • Served as SME for CX Bootcamp, coaching teams on CX program design and executive engagement.

Spearheaded global Customer Experience Measurement (CXM) program across 10 countries and multiple business units. • Built a unified CX Measurement framework embedding experience - led metrics (NPS, CSAT, CES, CX KPIs) into decision - making for financial services clients. • Created closed - loop feedback systems that improved retention and drove double - digit revenue growth. • Partnered with product and sales leaders to translate insights into client experience improvements.

• Designed and facilitated innovation sprints for healthcare, insurance, and CPG clients. • Guided ethnographic and qualitative research into validated new product and service concepts. • Advanced early - stage prototypes through Stage Gate 0 → launch readiness.

• Led consumer insight programs shaping portfolio strategy (Quilted Northern, Angel Soft, Kirkland). • Drove product repositioning and relaunch of Quilted Northern Ultra Plush, recognized by IRI as Top Product of the Year. • Managed $3.5M – $4M research budget across portfolio innovation and brand tracking.

Responsible for designing, developing and managing market research needs for TM Pepsi Brands, as related to tracking, innovation and teen - related initiatives. Strategically driven consumer insights and recommendations result in being applied to multiple aspects of the brand in order to address major issues plaguing the brand and assisting in the development of Strategic Planning for TM Pepsi. Manage projects that totaled over $3.0 million directly related to TM Pepsi brands.

Managed $2M research portfolio for Ritz, Honey Maid, and Handi - Snacks; led custom / syndicated studies (concept, copy, product, usage) to guide brand strategy.

Directed $600K retention program for 750K CAP Asset Mgmt. clients, leveraging multi - channel campaigns and CSAT surveys.

Customer Experience Professional Association (CXPA) - CCXP; Program Management Institute (PMI) - PMI