I run digital experience across web, mobile, and AI chat, conversational and voice channels, along with the design team and the research and analytics behind every decision. I help large organizations remove what slows them down, then design what comes next. Previously at JP Morgan Chase, I led service design work that protected $8B in revenue and cut call volume by 35%.

Leadership Impact

My approach combines strategic vision with operational excellence, consistently delivering sustainable results that advance both customer satisfaction and business growth:

• Generated $8B in protected revenue for Chase Card Business

• Reduced call volume by 35% through enhanced self-service capabilities

• Increased team retention from 70% to 90%, strengthening design capabilities
  and organizational stability

• Upskilled hundreds of cross-functional professionals across Product, Technology,
  and Business teams

Leadership Philosophy

I excel at developing emerging leaders and fostering diversity of thought, creating resilient teams that drive innovation. By positioning designers as strategic partners and aligning design with business priorities, I create powerful collaborations across product, technology,
and operations to achieve shared outcomes.

My mentoring approach strengthens both craft excellence and strategic confidence, enabling team members to navigate complex systems challenges. Through structured feedback and targeted visibility opportunities, I empower designers to evolve from executors to strategic partners who actively shape product direction and business outcomes. The collaborative environment I foster encourages calculated risk-taking and shared ownership—transforming talented individuals into influential design leaders who drive meaningful organizational change. My commitment to leveraging technology for social good creates solutions that enhance equity and accessibility for diverse populations.