Dow Jones — UX Leadership, Experience Architecture
MAY 2022 - DECEMBER 2023 - NEW YORK, NY (REMOTE)
• Developed and led the user experience, architecture, and strategy for Dow Jones brands and channels.
• Developed standards and documentation for how Dow Jones analyzes, optimizes, and communicates interactions with digital products and brands, utilizing user flows, wireframes, customer journey maps, personas, wireframes, prototypes, and functional specs.
• Synthesized key user insights to exceed business goals and improve the customer experience of Dow Jones digital products, brands, and channels.
• Strategically directed end-to-end collaborative research and design initiatives that launched pivotal features, driving engagement and increased subscriptions across targeted customer segments.
Vanguard — Lead User Experience Strategist, Mobile
MAY 2020 - MAY 2022 - CHARLOTTE, NC (REMOTE)
• Developed and led the cross-channel user experience and strategy of enterprise-level initiatives for Vanguard’s Tax Center, Financial Advisor Services, and Digital Advisor offerings.
• Worked collaboratively with cross-functional teams to integrate synthesized user insights, aligning them with business objectives and technological feasibility to develop product solutions that allowed the organization to continuously build, measure, and learn without over-investing.
• Developed, executed, and oversaw a variety of qualitative and quantitative research and analysis techniques to continually improve the user experience and drive strategic decisions.
• Facilitated design thinking work sessions between business, product, development, and UX to assess, define, and prioritize new features and functionality.
• Established UX/JIRA workflows, processes, systems of record, standardization of project requirements and deliverables, and UX best practices across Vanguard CXD departments and Labs.
• Developed Journey Maps, User Flows, Wireframes, and prototypes to support new cross-channel user experience.
MSC Industrial Supply, Co. — UX Leadership, Product Design
FEBRUARY 2019 - MAY 2020 - DAVIDSON, NC (HYBRID)
• Developed and led the user experience of enterprise-level initiatives across MSC’s brands and channels.
• Established workflows, processes, systems of record, standardization of project requirements and deliverables, research and user testing methodologies, and customer experience best practices.
• Facilitated design thinking work sessions between business, product, development, and UX to assess, define, and prioritize new features and functionality.
• Led design, user research, testing, and usability benchmarking for enterprise eCommerce website re-architecture, corporate brand launches, and customer retention and re-engagement initiatives.
• Developed, executed, and implemented MSC’s Unified Design System, including WCAG 2.1 AA compliance.
CapTech Consulting — UX Leadership, Strategy, Research
OCTOBER 2015 - FEBRUARY 2019 - CHARLOTTE, NC (50% TRAVEL/CLIENT LOCATION)
• Aligned organizations to establish business goals, strategy, and recommendations for enterprise solutions.
• Led the development of standardization and documentation for CapTech's Customer Experience service offerings, including user experience design, architecture, research, and user testing.
• Conducted User Testing and Analysis for clients across mobile, desktop, kiosk applications, and internal systems.
• Led user experience design, architecture, research, and user testing initiatives for enterprise-level organizations across digital products and brands employing various methodologies including user flows, wireframes, customer journey maps, personas, wireframes, and prototypes.
• Spearheaded CapTech's Charlotte-based Usability and Research Lab.