Proven product strategy leader: team empathy aligned, AI optimized
Connecting customer goals to business growth.
18 years leading product teams for executive outcomes. Full-stack product manager, business KPI experienced.
business measured
Prudential
Samsung
Stellantis
United Airlines
Vanguard Institutional
ADP Wisely
T-Mobile
Marriott
Caterpillar
Northeastern U.
Amway
Dow Chemical
Firestone
Duke Energy
Blackrock
Merck
CenterPoint
CVS
Prudential Samsung Stellantis United Airlines Vanguard Institutional ADP Wisely T-Mobile Marriott Caterpillar Northeastern U. Amway Dow Chemical Firestone Duke Energy Blackrock Merck CenterPoint CVS
Connecting product teams with clarity and care.
Product team enablement ikigai
❤️ What I love: Empowering teams through trust, calm, and collaboration toward delivery that improves human adoption
💪🏼 What I’m good at: Strategic, executive storytelling on valued KPIs in execution through human or LLM/agentic faculty
🌎 What the world needs: Human-centered priorities and trust within complex org. cultures with purposeful iterations
💼 Where I am hired: Product and/or service design in Sr. Director + leadership roles with strategic planning and delivery
Product and executive connected frameworks
With 17 certifications in AI, I am a strategic change executive with deep expertise in transformational products across complex global organizations. I connect executive leadership to product and experience teams with recent AI-assisted workflows to optimize and translate complexity into clarity. I’ve applied agentic, diagnostic toolsets from my Pivotal Moments framework with measurable product KPIs across teams.
17 AI & PM certification practices for team performance
Passionate about improving team ops that augment teams between individual strengths and workflows with AI-augmented agents that scale and sustain human-centered CX engagement. I’ve led nearly three dozen transformations on enterprise, CX applications, and e-commerce. Five AI-driven. I’ve executed on strategic executive goals (in-house & Big 5 consulting) complemented by my GenAI/LLM engineering and P.M. certifications, cloud, MBA strategy and management specializations.
Emmy Award leader with multiple business and AI certifications, I deliver enterprise products with smaller, flatter and nimbler teams from my workflows and applied AI knowledge. I’ve solved enterprise-wide deadlocks and confusion from TIAA to United Airlines with efficient global teams on bi-weekly releases on three core products without a single design release failure.
My leadership avoids bloated ‘break things and fail’ team stagnation by empowering team ownership efficiencies.
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Managed Samsung’s NA (517MM visits) e-commerce product teams with eight product launch plans; connecting UX architecture with analytical segmentation optimization toward a $54.6 MM revenue lift. Organic ROI 22%. $390MM YoY revenue.
Unified and prioritized Caterpillar’s global B2B-2C Dealer Salesforce pipeline from global business research into a storyboard narrative use cases, improving quoting 38% into 20% sales lift at $6.9BN YoY
Innovated Prudential’s $27MM transformation ($1.55T assets) with requirements using compelling storytelling with data analysis to align leadership values.
Provided quarterly business reports to United Airlines’ operational IT budgets and ROI for roadmap planning and cascading improvement initiatives.
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Orchestrated Stellantis’ global OEM omnichannel marketing (Media, Social Media, CRM) on ~23% journey efficiency from research and engagement analysis for $2.4 BN agency consolidation win, to meet $720 MM in cost cutting.
Led strategic design of Amway’s $8.9 BN app and omnichannel e-commerce with business modeling. Product development roadmaps from corporate blueprinting, UX, content design, and search lifting revenue by $313MM.
Managed United’s global App suite, improving operational efficiencies 6% (1.6MM) by prioritizing and reducing defects in agile releases. Research drove agent change management for measured CX lift.
Developed and deployed five maturity data analysis tools, and nine product standards to scale teams.
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Own daily stand-ups: to increase customer engagement ~32–63% over B.U. roadmaps and B2C segmentations. Successful global stakeholder alignments and collaborate with federated, agile software engineering dev teams.
Head of a product design team at United Airlines, implementing new agile methodologies for efficiency on 7 global operations with a 13-app portfolio with complex data and delivery cycles with zero downtime: 4700 daily flights in 356 airports.
Led T-Mobile’s product design pattern unification playbook. Reduced deployment costs $22MM YoY. Sunset a legacy app.
Redesigned a $16.8MM Gerdau and Merck’s user experience of a global salesforce order scheduling management.
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As a dual org. product leader, established a new team and a 0-1 product design system in 4 months to rebuild all of Nuveen’s web assets. Continued to evolve system with adaptive type and mobile support.
Lead a team to expand existing design system components and documentation over federated software teams.
Managed United’s global App suite, improving operational efficiencies 6% (1.6MM) by prioritizing and reducing defects in agile releases. Research drove agent change management for measured CX lift.
Developed and deployed five maturity data analysis toolsets with LLMs, and nine product standards to scale teams.
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Defined 8 Growth Paths (soft and hard skills) for teams and leveling consistency expectations and promotional targets in growth
Own the end-to-end design delivery; mentoring team over five BUs with 87% positive sentiment (lift). Coach team on Figma AI Make, MCP vibe coding for ideation and delivery.
Defined educational programs and training for each growth path
Defined OKR Framework for my team between individuals, team, brand and organizational KPIs and values
Leading effective teams in collaborative efficiency: metric-led frameworks and system thinking for holistic product leadership.
Advanced Certifications (Summary)
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![Gen AI Project Management]()
2 Gen AI Project Management Specializations
Real-world generative uses, and identify and use popular generative AI RAG models and tools to apply prompt engineering techniques. AI Tools for project management and techniques to support projects with ethics to execute projects impact on project management.
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![Generative AI: Primer Core Specialization]()
3 Generative AI LLM Models, Prompt Specializations
Comprehensive foundations to generative AI and LLMs. Specializations include cloud and RAG foundations of large language models (LLMs), diverse applications, and the ethical impacts crucial for responsible AI development and deployment.
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![Strategic Leadership and Management Specialization]()
2 Strategic Leadership & Management Specializations
Part of Gies’ MBA, 7-course Specialization covers leading organizational teams with analytical tools in business situations from leadership frameworks. Strategic, human resource, and org. foundations for capturing value for competitive advantage across business portfolios.
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![3 Project Management Certification Google]()
3 Agile Project Management Specializations
Agile Project Management analyzes product best practices to identify project requirements, evaluate stakeholders, and problem-solve. Project charters and align project scope among stakeholders with project SMART goals and effective negotiation skills.
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![Advanced Design Systems & Agile Development]()
3 Advanced Design Systems & Agile Development
Advanced token design systems certification on setup, managing and scaling for multiple brands and experiences. This includes advanced Figma training certifications.
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![Geis UIUC Business School: Business Strategy]()
UofI Business School: Business Strategy
Part of Gies Business (iMBA, iMSM) Evaluate how to create, capture, and maintain value creation including five forces analysis and strategic positioning business models. Coordinate functional areas, resources, and systems with external environments for performance.
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2 CX Forrester CX-II Mastery
Certification courseware included six courses in CX product design including Enabling CX Delivery, Research For Seamless CX, Prioritizing Your CX Efforts, Culture Transformation, Advanced CX Measurement, and lastly Design For Differentiation.
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Savannah College of Art & Design | Double B.F.A.
Double Majored in design and film with a Computer Art focus in 2D, 3D, programming, motion animation, and some game design application training.
Product Leadership applied
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I define product vision connecting multi-functional team prioritization outcomes to enable teams to work in parallel with tactical decision-making. At United, I led product teams in exploring ongoing mobile business strategies while reducing development costs.
Product Vision, Product Planning, Journey Maps, Service Blueprints, Omnichannel Journey Orchestration, Barriers to Success, Road Maps, Business Use Cases, Service Prototyping, Analytical Models on Segmentations
02
I evaluate customer barriers from customer and employee research for opportunities and stakeholder goals for radical team clarity. I’ve led research programs for 17 years, bringing the customer voice into conference rooms for decision confidence in team decisions.
Quantitative Research, Qualitative Research, Ethnography, Segment Data Analysis, Alignment Workshops, Findability branch testing, UX Research, Brand Messaging, AI-led Correlational Studies, Longitudinal Studies, A/B Testing
03
Design requires evaluating holistic factors, from empathy to environmental constraints. I apply 19 years of human-centered UX, product design with collaborative service design methods. Identifying root “whys” to identify impacts on product services.
Figma Design Systems, Design Playbooks, UX/UI Architectures, Rapid Prototyping, UX Flow Pattern Libraries, Information Architecture, Content Strategy, Annotated Delivery, Wireframing, Visual Brand Design
04
I have bridged product business teams with engineering for a decade and a half. I forecast roadmaps with multi-functional teams on journey blueprints feasibility from research to data-driven metrics in touchpoints to prioritize weekly sprint grooming.
Road Maps, Forecast Planning, Scrum Backlogs, Sprint Grooming, Burn Down, Customer to Business Prioritization, feasibility prioritization epics, Jobs-to-be-done, User Stories, Design Requirements, Annotated Designs
05
I evaluate measurements in customer behaviors, engagement, and loyalty across journeys to optimize entire experiences. I’ve developed measurement tools on segmentation analysis, UX heuristics, and org. readiness for proven omnichannel marketing growth.
Analytics and Engagement Analysis, CX Analysis, Customer Segmentation and engagement optimization, Customer Personalization, Omnichannel Journey Orchestration, Brand Development/Messaging Marketing Playbooks
Product Managers
Developers
Content Strategists
UX Designers
AI/Automation Leads
System Designers
UX Researchers
Architects
Product Managers Developers Content Strategists UX Designers AI/Automation Leads System Designers UX Researchers Architects
CROSS-FUNCTIONAL LEADERSHIP:
United Airlines Feature: 13 Apps I managed with my product team
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Aero (Desktop)*
Aero was the core application with both Lobby and Gates management experience my team oversaw daily, replacing a legacy terminal. It evolved significantly in both feature set and mobile modular designs support.
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MAP: Mobile Agent Platform*
Mobile Agent was the first native mobile application launched in operations to compliment Aero. It moved from utility features to a fully developed ops tool for managing lobby and (gates) boarding management.
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In-the-Moment Care App*
Although originally tested and deployed in Aero, feature planning showed it needed it’s own app, introducing a better flow with selector scrolling that won awards and improved CX public relations for United.
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Inflight Food & Comp App
Developed on IBM PaaS, we rapidly developed wireframes for inflight service with similar UX patterns for the IMC App. Food compensation with loyalty status miles and NFC card payment support were solutioned.
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Insights Ops (Airport) App*
Delivered a 2.0 airport-wide app for agents from global research in flight management into design delivery of at-a-glance airport-wide management at every airport a multiple levels of flight, passenger, and baggage management.
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TOMC Aircraft Maintenance
Global Network Operations Center asked to consolidate several tools into a single dashboard for rapid ops decisions on aircraft maintenance planning. Complex policies with scheduling were simplified for quicker decisions.
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Bag Scanning App
A Zebra hand scanning tool for baggage management, including freight. Researched designs for new devices in extreme conditions. Poor lighting criteria with winter gloves and goggles to reduce operational failures.
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CX Policy CMS Platform
We consolidated and improved a policy CMS experience for both call center and airport staff with new customer event handling recommendations. Workshop design thinking JTBD and urgency scenarios were applied.
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Curbside App
The outside curbside app is a utility used at airports for “curb” check-in and baggage payments. Requiring a mouse and keyboard, the new app could migrate touchpads. Readability and environmental extremities evaluated.
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Wheelchair Mgmt Platform
With hundreds of “Jet Bridge Jesus” moments of people deboarding without la wheelchair, we evaluated planning tools to improve staffing between flight capacity and scheduling to reduce operational delays and improve CX.
“Effective cross-functional team collaboration demands connected, tactical CX moments to a shared vision.”
— Josh Nard
Consulting up, coaching down for over a decade.
C-Suite
Business strategy with product strategy
Quarterly organizational goals
Roadmap milestones
Cost centers and prioritizations
Directors/VPs, Managers
Design Systems and DesignOps
Product Roadmaps and Sprint Planning
CX Metrics with product strategy
Team management and coaching
Core Product Leadership
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Product + Business Strategy
17 Years of business, marketing and CX strategy, I bring data-rich recommendations for confidence in designed experiences, product change management and prioritizations for road mapping experiences for customer success.
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Business + VoC Research
Over a decade, I’ve conducted qualitative and quantitative research in global regions. I connect research with business stakeholders’ analysis into workshops to accelerate intelligence in CX gaps. Personas drive personalization strategy.
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Product + Service Design
I lead product teams within complex, enterprise-dependent solutions with agile delivery. Platform/tech impact assessments and marketing goals are used for brand alignment. Service design solves business with system adoption.
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Product + CX Management
My product prioritization drives customer needs with business value for roadmap planning. Within journeys, feasibility heuristics advance the product and business vision. Frameworks and readiness prioritize with investment ROI.
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Marketing & Analytics
I evaluate customer shopping habits and loyalty patterns to personalize at scale. I evaluate macro, micro, and nano segments with analytics teams to optimize omnichannel commerce target marketing (commerce, CRM, social, app notifications, etc).
Speaker at 17+ roundtables and events in product, AI and design strategy.
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With over two decades in product in both enterprise and marketing teams, I bring a unique view of how teams can come together, featuring my Pivotal Moments framework.
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With 95% of AI efforts failing, I take a process-centric approach to AI, rather than a product-centric one. using my proven data strategy in my Pivotal Moments framework.
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With deep training and experience in design and research strategy through consulting and in-house leadership, I’ve helped teams pivot to success in ever-changing business organizations.
Recent Leadership Speaking Events
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![ProdCon 2025: Applying Product AI Customer-Obsessed Approach]()
ProdCon 2025: Applying Product AI Customer-Obsessed Approach
Moderating/speaking in a roundtable on Customer-Obsessed Approach to Product Development and AI. Offering opportunities to explore AI challenges, share ideas, and answer attendee questions.
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![UIUC SCD UX Days 2025]()
Conveying your human value (without losing your humanity)
For UIUC’s UX Days 2025, reviewed with immense compassion the anxiety in finding a job today including: Understanding the market today, What it takes to get a job today, Your first 90 days in a job.
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Trending Projections in CX'24
CX programs are expanding in scope, yet budgets and staffing has continued to lag. Get ready for the coming year with insights on 2024 predictions. From Forrester’s research, they are predicting 2024 CX global average scores will improve for the first time in three years.
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CXM@MSU Roundtable: Productizing CX w/ Pivotal Moments™
Sharing his insights from fifteen years of creating journey maps with his own Pivotal Moments™ framework started in 2016. He will share how to “productize” customer moments into requirements that prioritize for successful business outcomes.
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Leadership in CX and Product Design
An upcoming “Hearthside” session is planned for September 21st to discuss with other product and CX leaders the challenges we are facing in today’s changing organizations.
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IXDA Chicago Meetup: Designing for Generative AI
A panel discussion with other AI leaders to delve into the “profound impact on shaping captivating digital interactions… anyone eager to revolutionize the way we perceive and interact with the digital world.”
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CX Identity Crisis: The Ever-Evolving Perception of Experience
Moderator for two guest speakers in our monthly roundtable on identity crisis within customer experienec.
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CX Forums | Chicago
15-minute guest speaker on “Having a moment with your customers” that will outline how you can better evaluate products with customer experiences with practical takeaways.
Leadership Speaking Creds:
