Proven team catalyst: human empowered, AI workflow driven.

Simplifying customer goals into business growth.

18 years harnessing complex team direction into clear, tactical strategy. 11 AI & PM certifications.

business measured

Prudential

Samsung

Stellantis

United Airlines

Vanguard

ADP Wisely

T-Mobile

Marriott

Caterpillar

Northeastern U.

Amway

Dow Chemical

Firestone

Duke Energy

Blackrock

TIAA / nuveen

Merck

CenterPoint

CVS

Prudential Samsung Stellantis United Airlines Vanguard ADP Wisely T-Mobile Marriott Caterpillar Northeastern U. Amway Dow Chemical Firestone Duke Energy Blackrock TIAA / nuveen Merck CenterPoint CVS

Welcome! I’m a seasoned product leader turning enterprise team complexity and transformations into clear, simple, measured outcomes.

After 18 years, I've shipped 29+ product transformations, including TIAA, United Airlines, as well as F100 Accenture enterprise and Publicis Sapient MarTech clients. In the last year, I set up a global product team with improved PM intake process, delivered 0-1 design system for Nuveen, led a 90+ component unification for TIAA, deployed 42 site updates for Marketing, and recently launched a fintech app in 11 weeks (trimming delivery in half) Results exceeded prospecting targets at 63%, hit 100% WCAG compliance, improved velocity up to 41%, and raised 97% subscription rates (Nuveen). I lead with data-driven storytelling, coach teams with care, and evaluate AI in PM workflows to sharpen team decisions without losing human or consumer signals. Whether I'm aligning C-suite roadmaps or mentoring a global team of 15, I connect what customers need to what the business can deliver. I make it stick.

Value-added team enablement ikigai

❤️ What I love: Delivering trusted, tactical team clarity from complexity using collaborative strategy and KPI focus
💪🏼 What I’m good at: Executive change management storytelling from systematic, data, and AI ops insights
🌎 What the world needs: Evolving CX-EX solutions that require complex team priorities with AI adoption to deliver faster.
💼 Where I deliver: Raising solutions in complex, regulated companies with strategic priorities for rapid deployments

Truth: I love moving fast, by improving AI intel with human-loop decisions.

Current trends show AI upskilling is falling short. Teams learn the tools but stall on what comes next: consistent utilization and competitive differentiation. For over 12 years, I've defined and refined my Pivotal Moments™ Framework: a playbook for team decisions that functions as a human-layer harness for AI workflows, connecting agentic signals to measurable team KPIs. With 29 certifications across AI, PM, and business strategy, I’m closing the gap between AI investment and AI workforce impact.

Fast requires decision clarity: 29 AI, PM certifications plus workforce adoption

Led nearly three dozen transformations in enterprise or CX experiences, e-commerce, and AI-supported apps which connect strategic executive goals complemented by AI, product management, and MSM business strategy specialization certifications.

This solutions-focused folio reflects zero design release failure deployments across regulated TIAA with team AI upskilling, and operational-dependent United Airlines with Emmy Award-winning design craft. I build lean, flat, globally-capable teams that ship and pivot faster.

Evolving from legacy ‘break things and fail’ team stagnation, I empower team ownership with decision clarity.

Connecting product teams with clarity and care.

A group of professionals is engaged in a discussion during a corporate workshop or presentation, with a man explaining ideas on a large whiteboard covered in colorful sticky notes and flowcharts.

Nearly two dozen solutions case studies resolves conflicts within complexity.

Vision-driven tactical roadmap from journeys prioritized for quick-wins. 28+ product transformations | $313M+ in attributed revenue impact
1. Deployed a 0-1 design system for Nuveen’s site that accelerated development velocity 41% while defining token strategy for a 2025 rebranding launch.
2. 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.
3. 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
4. Innovated Prudential’s $27MM transformation ($1.55T assets) with requirements using compelling storytelling with data analysis to align leadership values.
5. Provided quarterly business reports to United Airlines’ operational IT budgets and ROI for roadmap planning and cascading improvement initiatives.
Connecting customer research with business KPIs using storytelling influence across the executive verticals
1. Subscription CRM research that led to Nuveen lifting 97% in subscription retention and conversion. Contributed to +212,000 new user enrollments from web journey optimizations and improved content storytelling CMS architecture.
2. 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.
3. 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.
4. 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.
5. Developed and deployed five maturity data analysis tools, and nine product standards to scale teams.
Recently led enterprise-wide team over 5 business units across two orgs. 52 deployments/year | $24M+ web budget oversight
1. 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.
2. 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.
3. Led T-Mobile’s product design pattern unification playbook. Reduced deployment costs $22MM YoY. Sunset a legacy app.
4. Redesigned a $16.8MM Gerdau and Merck’s user experience of a global salesforce order scheduling management.
Service design with product discovery, scaled by MCP connected design systems for faster understanding and handoffs
1. Launched an AI-assisted behavioral spending app in 11 weeks to exceed wealth prospecting by 63%
2. 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.
3. Lead a team to expand existing design system components and documentation over federated software teams.
4. 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.
5. Developed and deployed five maturity data analysis toolsets with LLMs, and nine product standards to scale teams.
Hired and mentored 15-person global team (US and India) with 87% positive sentiment score by connecting individual OKRs to project performance | 65+ designers mentored over the last decade
1. Defined first enterprise-wide (TIAA and Nuveen) career growth paths (soft and hard skills) for my team with leveling expectations and promotional targets in growth. Included AI upskilling courses. Further more, it set T-shape competencies in project management, design, content, research, and systems skill focus.
2. 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.
3. Defined educational programs and training for each growth path
4. Defined OKR Framework for my team between individuals, team, brand and organizational KPIs and values

“Companies often avoid risks as status quo, keeping with their competitors. Yet that is where opportunities remain abundant. Today, AI is fundamentally challenging the status quo mindset. The biggest workforce tension is not AI upskilling, but adoption: critical thinking, exploration, and moving faster.”

— Josh Nard

A person standing on a beach near the water, with the ocean and a cloudy sky in the background.

Series of screenshots of a mobile app interface showing a process flow for disservice selection, including categories like airport handling, baggage, seats, technology, and vendor service, with steps involving highlighting categories, selecting incid

A screenshot of a flight booking app on a smartphone showing flight details from Mexico City to Argentina, with options for notifications, flight lists, and seat map.

A promotional webpage for the Samsung Galaxy Note20 5G and Note20 Ultra 5G smartphones, featuring a rose gold phone with a stylus pen, and icons for Galaxy Z Fold2 5G, Galaxy Buds Live, Galaxy Watch3, and Galaxy Tab S7/S7+.

Three smartphones displaying airline boarding passes, payment details, and flight information on a purple background.

A computer screen displaying a webpage for Amway with a featured product of a skin brightening serum mask, featuring an image of the product jar, a sprig of lavender, and some powder on a white surface.

Four smartphone screens showing a flight seat booking and upgrade app. The first shows a seat map and booking details for passenger Cecilia Sullivan. The second shows options for seat upgrade with fees. The third displays a customer service reason fo

A visual display of multiple magazine or brochure pages with various headlines and images. Prominent colors are purple, black, and white. Headlines include phrases like 'Fueling digital transformation,' 'Let there be change,' and 'Change comes in man

Samsung Galaxy Note20 5G smartphones in black, green, and pink colors with a stylus, displayed on a webpage pre-ordering the device.

A technical document discussing the use of tertiary buttons in user interface design, featuring examples of buttons labeled 'Continue' and 'Checkout,' along with icon and layout specifications.

A webpage promoting summer activities for Samsung Galaxy owners, featuring images of smartphones, streaming services, and a concert, with a sunset beach background.

Multiple smartphones displaying various app screens, including fitness tracking, product showcase, benefits, how-to guides, and a summer-themed promotion, arranged on a dark surface.

Screenshot of a Vanguard financial services account dashboard showing account manager details, client statistics, portfolio overview, and various graphs and charts related to investments and savings.

Comparison of participation rates in planning versus voluntary plans among employees, with 92% in plans and 61% in voluntary plans.

Flowchart illustrating a project process involving a customer named James, configuration steps, approvals, and order processing with software and team interactions.

Several smartphones displaying different pages of the Wisely app, a financial service app, against a dark abstract background.

Chart titled 'CX Pivotal Moment Barrier: Create a Receipt | MVP' with sections on Problem, Perception, Behavioral Hypothesis, Opportunities, and Communication Tactics for customer experience and support, including details on product value, customer b

A collection of multiple website design templates focused on AI and business solutions with headings, colorful graphics, and placeholders for text, arranged in a grid.

A presentation slide illustrating architecture principles with icons representing various concepts such as devices, screens, interaction, and layers, accompanied by descriptive text.

A presentation slide titled 'Summary of creative ideas' showing six smartphone screens demonstrating a design app for customizing refrigerator panels, including features like repositioning panels, curated color recommendations, day-to-night color cha

Samsung promotional webpage for summer of Galaxy, featuring smartphones, a smartwatch, and wireless earbuds on a colorful background.

Screenshot of a pricing page for treatment funds, showing amounts required and available funds in pink and gray boxes, with a small inset of a mobile phone receipt.

Business meeting or workshop in a conference room with attendees sitting around a large table, a presentation screen on the wall, and a detailed project planning whiteboard filled with orange sticky notes and markers.

Screenshots of a mobile app interface for incident reporting and customer service follow-up, displaying incident details, resolution steps, and confirmation messages.

Screenshot of a webpage titled 'Page Design Guide' with a navigation menu on the right including sections like Home, Hub, Product, Campaign/Misc, Flow Chapters, Articles/Deep Dives, and more. The webpage features various sections with descriptions an

A detailed infographic showing the Caterpillar customer relationship management life cycle storyboarding process, with illustrations of people working on computers and participating in meetings, depicting different stages of customer engagement and d

A detailed chart discussing creating a customer experience (CX) pivotal moment barrier, covering problem, perception, behavioral hypothesis, opportunities, and communication tactics with sections on customer support and insight.

A webpage discussing data-driven AI solutions, featuring a main headline, a descriptive paragraph, and a colorful infographic roadmap with purple nodes. There is a smaller inset image of a line graph with the title 'Be Agile Against the Competition'

A mobile phone screen showing an airline flight information app with various sections including departure details, passenger count, and closeout actions, with annotations indicating font styles and colors.

Flowchart diagram illustrating the research and decision process for United Airlines wheel chair modernization, with stages for registration, lobby, terminal, IRROPS, flight, and arrival, including questions and actions for passengers and staff.

A mobile device screen displaying an augmented reality app for designing a kitchen, focusing on color choices for a refrigerator within a room with white shelving and decor.

Screenshot of a flight management dashboard showing flight UA2116 from ORD to TPA, gate B23, on-time status, scheduled departure at 1:30 am, with details of passenger Cecilia Sullivan's checked-in status and seat assignments.

Page from a presentation about Samsung's AR and design tools, showing three smartphone screens demonstrating kitchen appliances, closet organization, and frame TV customization.

Statistic infographic with the title 'Seeing is believing' and large yellow percentages: 93%, 78%, 30%, 94%. Descriptions about consumer preferences, product visualization with photography, and higher conversion rates with AR content.

Data visualization showing responses about attitudes toward vehicle service and maintenance. A pie chart indicates 91% of respondents are responsible for vehicle maintenance, with small percentages for someone else or shared responsibility. A bar cha

A sequence of four screenshots from a mobile app showing the process of resolving a customer's flight issue with United Airlines. The first screen is the search page with fields for last name, flight number, date, and a PNR code. The second screen is

Graph showing sources of information about in-vehicle tech features, including YouTube videos, car manuals, websites, staff at dealerships, family, call centers, and others, with percentages across data categories.

Screenshot of a presentation slide advising to remove the checkout button from all pages except the cart page, explaining checkout as a common pattern for online shopping customers to start payment.

Chart showing responses from vehicle buyers. 84% got the vehicle they wanted, 16% did not. Some drove off the lot and returned later. Visual of responses with percentages displayed in bar charts. Title indicates it relates to responses of responders

Series of five mobile phone screens showing Jeep advertising content, including a blue Jeep vehicle, promotional messages, and a desert off-road scene with a Jeep parked on rocks.

A detailed infographic illustrating Caterpillar's customer relationship management lifecycle storyboarding process, including steps like unified dialog with customers, leveraging power of CAT, lead to opportunity, initial buy/lease/rent options, seam

Online check-in screen for a flight with booking reference BE3E6Z, showing passenger details, flight itinerary, and options for seat, baggage, and upgrades.

Flight seat map showing available and reserved seats in different classes with options for changing, swapping, or unsetting seats.

Collage of multiple financial and retirement planning website pages, including articles on social security, investment options, and retirement readiness.

A section of a user interface design guideline explaining the use of buttons and links as task icons. It includes measurements for layout precision, examples of different types of break points, and a mock-up of an online shopping checkout page showin

Slide from a presentation showing a framework called Pivotal Moment Map Framework. It discusses future ownership experience grounded with quant/qual research, including components like narrative, pivotal moments, use cases, experience pillars, and an

Multiple smartphones showing airline seat selection and check-in app interfaces with seat maps, passenger details, and upgrade options.

A detailed infographic or presentation slide deck with multiple sections and color-coded headers, including content in a structured layout, possibly related to a business or technical topic.

A person holding a smartphone in landscape mode, playing a colorful multiplayer game on a couch with blurred background.

A detailed chart titled 'Dreaming & Considering' illustrating various phases, moments, actions, channels, narratives, emotional states, opportunities, experiences, and other factors related to travel planning and resort selection.

A collage of multiple web pages related to retirement planning, investing, real estate, and financial advice, with various images of people and icons.

A page from a presentation or book titled "Pivotal Moment Success," focusing on customer mindset, with sections on triggers & emotions, routines to influence, and reward, including points on alleviating stress, connecting with others, exploring, sear

A screenshot of a website homepage promoting nutritional supplements and health products, featuring a large header image of people swimming in a lake, with various sections displaying product recommendations, testimonials, and information about the b

A digital financial presentation slide with sections on savings, investment topic, and success stories. It shows a graph of your savings, total balance of $205,862.51 as of 04/08/2024, and a 12.1% return rate. There are images of diverse women, a TIA

A presentation slide about customer journey mapping, showing sections on understanding customer sentiments, stakeholder interviews, and feedback analysis, with accompanying diagrams and text.

Three smartphones displaying an airline's seat map, boarding pass, and payment screens, with a dark background.

A detailed infographic outlining the customer journey and pivotal moments for Sunwing, including stages like dreaming, considering, booking, preparing, experiencing, and afterglow sharing, with segments on emotions, behaviors, metrics, and key about

A presentation slide showing the features of a customizable refrigerator application. It includes four smartphone screens displaying color selection, built-in look, feature benefits, and shareability options, with labels for each feature.

Flowchart of United Airlines wheel chair modernization process, including airport registration, security, terminal procedures, flight, and arrival steps.

Multiple smartphones displaying a website about retirement planning, annuities, and financial security.

Multiple mobile phones displaying various advertisements and information related to Galaxy products, music, events, and memberships on a dark background.

A color palette chart showing various shades including magenta, dark magenta, green, red, shades of gray, and black, with their corresponding RGB and HEX color codes.

A detailed table with headings including CX Pivotal Moment Barrier, Create a Receipt, and MVP, covering problem, perception, behavioral hypothesis, opportunities, and communication tactics for customer experience improvement.

Inside an airport terminal, a woman in a green sweater standing in front of a stand-by and boarding area with seating, digital flight information displays, and other travelers awaiting their flights.

A mobile interface for the seat map dropdown menu, showing seats numbered 1 to 3 with various icons, and instructional text in pink explaining the functionality of seat selection, dropdown menu styling, and CTA buttons, all within a smartphone screen

A detailed poster titled 'CX Persona Readiness Evaluation' includes a checklist with categories and criteria for evaluating personas, such as authenticity, narrative, goals, and communication, along with checklist boxes.

Digital webpage screenshot showing vitamins and supplements, best sellers, and health-related images, with a focus on nutrition and wellness.

People standing at an airport check-in area with flight information screens and baggage carousel.

Mobile app checkout page showing login form and guest checkout option with instructions to change the button to 'Continue as Guest'.

Sequence of screenshots demonstrating how to connect a Bluetooth printer on a mobile app, including selecting Bluetooth, discovering devices, and pairing a device.

Screenshot of a mobile flight booking app displaying flight details, tabs, and instructions for UI elements like buttons, icons, and layout annotations.

Three smiling people at a workshop, standing in front of a whiteboard with yellow sticky notes and handwritten notes about gate CSR ideation.

Product Leadership applied

Product Vision + Strategy

A detailed flowchart explaining the Caterpillar customer relationship management lifecycle, including stages like follow-up customer pricing meeting, final complete presentation, last call, final decision, win/loss review, sales closure follow-up, finalize discount, real-time availability check, pricing approval, real-time quote changes, conveying discount, and other processes with illustrations of people working at desks and using computers.

Connect product vision with cross-functional teams on shared priorities that move in parallel efficiency, rather than delayed sequence. At United, I co-led mobile strategy with business that saved $8.4M yearly by applying WSJF prioritizations, without disrupting 4.7K daily flights.

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

Strategy

Product Research + Insights

Handwritten notes on lined paper discussing a topic related to incident types, analysis, and future considerations.

Uncovering gaps between customer needs and teams assumptions for decisive clarity, with executive storytelling from insights in connected data. At TIAA, I led a small research team, to bring a persona-customer voice into content strategy that distills complexity.

Quantitative Research, Qualitative Research, Ethnography, Segment Data Analysis, Alignment Workshops, Branch testing, UX Research, Brand Messaging, AI-led Correlational Studies, Longitudinal Studies, A/B Testing

Research

Product Management + Agile Ops

A detailed project timeline or roadmap in black and white, showing months and phases of a project, with various tasks, milestones, and notes organized along a timeline.

18 years bridging product, marketing, design, business, and engineering teams using Jira roadmaps connected to journey or service blueprint feasibility, risks, data-rich research, and KPI touchpoint scorecards that 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

MANAGE

Product Design + Systems, Service

Screenshot of an airline incident report interface showing a food and beverage voucher selection for lunch with 5,000 miles compensation.

Good design weighs everything, from empathy, constraints, and the root "why" behind a problem. Within 12 months at TIAA, I've applied human-centered UX in 42 deployments, a new 0-1 design system, and service design methods to identify and coordinate enterprise roadblocks.

Figma Design Systems, Design Playbooks, UX/UI Architectures, Rapid Prototyping, UX Flow Pattern Libraries, Information Architecture, Content Strategy, Annotated Delivery, Wireframing, Visual Branding, Vibe-coding

DESIGN

Product Commerce + Optimization

Measure what actually drives behavior, engagement, and loyalty across customer journeys to optimize and budget ROI impact. My segmentation and UX heuristic tools have driven measurable omni-channel growth at enterprise scale.

Analytics and Engagement Analysis, CX Analysis, Customer Segmentation and engagement optimization, Customer Personalization, Omnichannel Journey Orchestration, Brand Development/Messaging Marketing Playbooks

Optimize

A series of five smartphone screens displaying a promotional campaign for the 2023 Jeep Wrangler, including emails, social media posts, and messages with images of a blue Jeep Wrangler SUV in various outdoor settings.

Mobile phone screen displaying a form with options for incident reports, including severity levels, food and beverage vouchers, and compensation details.

Effective and collaborative team decisions: metric-led PRDs, enterprise, and agentic knowledge sharing into aligned action.

Diagram illustrating modular web interface design with labeled elements including UI component, DRG molecules, organism pattern, wireframe templates, and design pages, alongside example buttons and labels.

Case Study

Caterpillar customer relationship management lifecycle storyboard illustrating steps from initial customer pricing meeting, quote changes, pricing approval, and discount conveying, to final discounts, approval, and follow-up sales closure, via illustrations of people at computers and meetings.

Smartphone screen displaying a flight booking app with scheduled flight details between Mexico City and Argentina, including departure, arrival times, and status.

Screenshot of a mobile app on an iPhone showing a bill payment screen with a pink header, greeting 'Hi Ryan', account balance of $157.25 due August 1st, and details of two mobile devices, an iPhone 5C and an HTC One M8, along with their data usage.

Screenshots of a Samsung mobile app interface for selecting a TV placement location and preferences. The first screen displays options for where the TV will go, such as living room, bedroom, kitchen, outdoors, or entertainment room. The second screen asks what kind of content excites the user most, with options like movies, sports, gaming, decor, smart TV, or all, along with price range and navigation buttons.

A detailed marketing and customer journey roadmap for Sunwing Airlines, divided into stages from dreaming to experiencing, with illustrations, timelines, and informational sections.

Screenshot of a nutrition-focused webpage showing a scenic lake with people swimming, product recommendations, a colorful illustration of healthy foods, customer reviews, product categories, and a video about how the products work.

Rendering of an airport waiting area with boarding counters, digital flight information displays, and travelers waiting in line or standing around.

Screenshots of the Samsung website displaying the virtual TV store, featuring various models of TVs and promotional content for Samsung's innovative and versatile televisions for indoor and outdoor living.

Multiple smartphones displaying various promotional and informational screens related to Galaxy and Samsung products.

CROSS-FUNCTIONAL LEADERSHIP:

Product Managers

Developers

Content Strategists

UX Designers

Automation/AI Leads

System Designers

UX Researchers

Architects

Engineers

Product Managers Developers Content Strategists UX Designers Automation/AI Leads System Designers UX Researchers Architects Engineers

Advanced Certifications (Summary)

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.
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.
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.
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.
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.
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.
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.
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.

United Airlines: 13 App Folio I managed

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.
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.
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.
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.
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.
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.
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.
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.
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.
Wheelchair Mgmt Platform

With hundreds of weekly “Jet Bridge Jesus” moments - people deboarding without their wheelchairs, we evaluated planning tools to improve staffing between flight capacity and scheduling to reduce operational delays and improve CX.

Explore my core leadership:

Product Strategy + Business

Business, marketing and CX strategy must be tied to your digital experiences. I’ve connected data-rich insights in decisive roadmap confidence for change management and roadmaps with customer success.

Strategy
Product Research + VoC

The “what” and “where” must have a “why” for clarity. I connect qualitative and quantitative research with business stakeholders’ goals through workshops, accelerating clarity of CX gaps to personalization strategies.

Research
Product + Ops Management

Connecting priorities of customer needs with business values for better roadmaps with “why.” Journeys and feasibility heuristics provide product and business clarity. AI agents evaluate external SWOT and blind spot analysis.

Manage
Product, Systems + Service Design

Leads regulated and complex enterprise solution teams with agile delivery. I deliver 0-1 design systems and brand standards with app handoffs. Service design that solves or mitigates process dependencies for success.

Design
Marketing & Analytics

eCommerce and omnichannel marketing to customer behaviors with loyalty loops must personalize at scale. Evaluate macro, micro, and nano segments with analytics teams that optimize commerce or conversion targeting with holistic planning.

Optimize

We’re at an AI crossroads today as workforce upskilling is not enough. I’ve been working on several white papers in the “invisible harness” that teams need to confidently apply AI in decisions, exploration, and workflows.
With over two decades creating frameworks and playbooks for product teams in enterprise and marketing, I bring a unique view of how teams can come together, featuring my Pivotal Moments framework, and applicable to AI.
With 95% of AI efforts failing, I take a process-centric appoach to evaluating risk and opportunities in AI, over a product-centric one. using data maturity heuristics from my proven Pivotal Moments framework.

17 Speaker and roundtable events in product, AI, and design clarity.

Speaking Credentials:

1. Product Strategy

Since 2010, I’ve led 27 product/app transformations. At United, Ied product teams on 13 applications.
Vision, strategy and management are tied to both business and user research for confidence in roadmaps and deployments.
2. Design Delivery

Leading teams since 2008. Hired, led, and mentored over 60 designers and content strategists for last 16 years.
This includes working in-house and agency teams across business, marketing and development.
3. Design Systems

Beginning with my first design systems in 2014 (T-Mobile’s Rebellion), I’ve created and managed five design systems for product design teams.
Scaling multi-branded semantic token systems (Angular, React) to development.
4. Service Design

Defined Accenture’s first (2012) practice in Journey Mapping. Since then, created and implemented nearly dozen omnichannel journeys to coordinate and prioritize products.
A decade-long Pivotal Moments (TM) framework for cross-functional teams.
5. CX & Business Research

For 18 years, I’ve led research teams on research, analytics, customer experience gaps (service design), and competitive business analysis.
Connected “could into should” product metrics with roadmaps for greater adoption.
6. AI & Personalization

Beginning with 2019’s first certification in AI, I now hold six including prompt engineering, GenAI, and AI PM. I’ve read five books and listened to dozens of talks.
Consulted and directly led personalization work for nearly a dozen CMOs.
7. Omni & eCommerce

Delivered or redesigned 9 commerce platforms including leadership for Samsung N.A. and Amway.
Led analytics and segmentation teams for F100 cos, continuously optimized engagement in journeys and wallet share/cart optimizations.
8. Business Strategy

Working on an MBA, I hold a few certifications specializing in business strategy and management.
With sixteen years of business-driven omnichannel service blueprints, I’ve developed a practice for managing product teams.

Recent Leadership Speaking Events

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.

Register
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.

Presentation
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.

Eventbrite
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.

Register Here
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.

Eventbrite
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.”

IxDA Meet-up
CX Identity Crisis: The Ever-Evolving Perception of Experience

Moderator for two guest speakers in our monthly roundtable on identity crisis within customer experienec.

CX Roundtables
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.

CX Forum