Proven team catalyst: human empowered, AI workflow driven.

Connecting customer goals with business growth.

Harnessing complex team direction into clear tactical strategy. 18 years leading, doing and mentoring with 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

Connecting product teams with clarity and care.

Welcome! I’m a seasoned product leader turning complex enterprise challenges or digital transformations into adopted and measurable outcomes. After 18 years, I've shipped 29+ product transformations within TIAA and United Airlines, and clients at Accenture (Enterprise) and Publicis Sapient (MarTech). Recently, I set up a global product team, a 0-1 design system, and launched a fintech app in 11 weeks, which trimmed delivery in half, exceeded prospecting targets early at 63%, and raised 97% subscription rates. I lead with data storytelling, coach with care, and evaluate to apply AI with PM workflows that 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

  1. ❤️ What I love: Delivering trusted, tactical team clarity from complexity using collaborative strategy and KPI focus

  2. 💪🏼 What I’m good at: Executive change management storytelling from systematic, data, and AI ops insights

  3. 🌎 What the world needs: Evolving CX-EX solutions that require complex team priorities with AI adoption to deliver faster.

  4. 💼 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.

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.
Silhouette of a person holding a globe.

My work: a solutions portfolio that 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

“Many companies avoid experiential risk to the status quo, as do their competitors. Yet that is where business opportunities remain so abundant. AI is fundamentally challenging this status quo mindset, and the workforce is feeling the shift. ”
— Josh Nard
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.
Infographic of a digital persona profile named Namiko, a 47-year-old gen X individual in the 'Needs Direction' brand segment, prospect category. The profile includes sections on behaviors, motivations, needs, touchpoints, content preferences, features and functionality, along with a detailed description of her financial attitude and priorities.
Multiple smartphones displaying various promotional and informational screens related to Galaxy and Samsung products.
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.
A presentation slide with the title 'Journey Stage Quantitative Summary' and text discussing customer experience, resources, purchase pillars, definitions, and emotional triggers, with blue and white design elements and the Stellantis logo.
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.
Flowchart diagram illustrating a process with computers, arrows, and profile pictures, showing steps from search, configure, send to sales rep, review, approve, and order fulfillment, including decision points, reviews, and notifications.
Screenshots of a mobile app interface for incident reporting and customer service follow-up, displaying incident details, resolution steps, and confirmation messages.
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.
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'
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
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 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 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.
Multiple smartphones displaying a website about retirement planning, annuities, and financial security.
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.
Screenshot of a mobile phone bill with a congratulatory message indicating successful processing, along with account details, payment information, and a recommendation note about consistency.
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
Graph showing gap analysis of home assets by importance. The chart compares Amway's current state with competitors for product video, description, recipes, supporting product, UGC, reviews, brand pages, and lifestyle pages.
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'.
Screenshot of a confirmation page showing order details, payment method with a Visa logo, and an order summary for an online purchase.
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.
Samsung Logo
Marriott Logo
T-Mobile
Vanguard Logo
United Airlines Logo
Stellantis Logo
McDonald's Logo
Prudential
Caterpillar Logo
CVS Logo
Samsung Logo
ADP Logo
Dow Logo
Amway Logo
ExxonMobil Logo
Travelers Logo
Merck Logo
CenterPoint Logo
Gerdau Logo
Firestone Logo
Northeastern Logo
A person standing on a beach near the water, with the ocean and a cloudy sky in the background.

Product Leadership applied

01

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.

Product Vision + Strategy

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

Strategy

02

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

Product Research + Insights

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

Research

03

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

Product Design + Systems & Service 

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

DESIGN

04

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.

Product Management + Agile

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

MANAGE

05

Product Commerce + Optimization

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

Optimize

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)

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • Forester Certified CX PRO badge with June 2020 and April 2020 dates.

    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.

  • Seal of Savannah College of Art and Design, founded in 1978, featuring a shield with a bee, checkered pattern, stripes, and an acorn, surrounded by laurel branches and the college name.

    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 Feature: 13 Apps I managed with my product team

  • An airline check-in screen showing flight details, passenger names, seat assignments, and a status indicator for an Aero United flight from ORD to FRA.

    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.

  • Airline mobile app screen showing flight details for United flight UA 592 from Oklahoma City (OKC) to Los Angeles (LAX). Flight departs at 4:00 pm and arrives early at 6:21 pm. The gate is C19 in Terminal 1, Concourse C, and baggage claim is at location 75B. The flight is on time, and notifications are enabled.

    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.

  • A mobile app screen for flight details displaying passenger name Ben Smith, flight from LHR to ORY, with options for flight severity, including Light, Moderate, and Severe, and toggle switches for compensation rejection and customer care follow-up.

    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.

  • mobile payment screen showing an amount due of $110.97 for a transaction to pay by card or miles, and a list of four items including Tito's Handmade Vodka and an Economy Plus Seat, along with a section for applied bundles and a toggle for applying an overall discount.

    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.

  • Flight information boards showing gates B1, B2, and B3, with departure times, flight numbers, and statuses at an airport.

    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.

  • A flight management system dashboard displaying aircraft and flight details, statuses, logs, and schedules.

    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.

  • Mobile app screen showing the seat selection page for a baggage check-in process, with options to add a bag and view current baggage details for passenger Cecilia Sullivan.

    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.

  • Screenshot of a website page from Wingtips showing airline policy on fare and ticket information, including airline name, protection, travel period, ticket acceptance, and booking class matrix.

    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.

  • A digital screen showing a United Airlines curbside bag check-in interface. It displays the boarding time, date, and various options for calculating and collecting baggage fees, with details on bag types, weights, and fees, along with options to cancel or check-in bags.

    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.

  • A business management dashboard displaying different graphs and charts, including bar and line charts for weekly and monthly data analysis.

    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.

Explore my core leadership:

  • A visual representation of the research synthesis approach, divided into eight steps: Discover, Synthesize, Identify, Connect, Workshop, Synthesize, and Storyboard, with descriptive texts beneath each step.

    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
  • A group of people seated at a conference table in a meeting room, facing a woman presenting in front of a blackboard covered with sticky notes and a large screen displaying a blue slide titled 'Socialize Sticker Vote'.

    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
  • Mobile airline app screen displaying a flight incident report form for flight UA1847 from ORD to SFO, filed by passenger Johnathan James Smitherman, Premier Gold member, with options to select meal vouchers, enter email, and add notes.

    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
  • A digital diagram of domestic departure analytics for an airplane flight from gate to boarding, showing scheduled times, actual times, and various procedural steps for inflight and pre-departure processes.

    Product + CX 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
  • Close-up of a computer screen displaying financial or health data, including measurements such as 14.65% and 9.38, with line graphs and numerical scores.

    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

  • 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.

  • 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.

  • We’re at a cross-roads with AI. My rich experience in watching design and research evolve for over two decades design offers POVs with in-house leadership teams by aligning their success within ever-changing organizations.

Speaker at 17+ roundtable events for evolving product, AI, and design clarity.

Recent Leadership Speaking Events

  • 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.

    Register
  • 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.

    Presentation
  • A person stands in front of a large digital cityscape display at night, with glowing lights and reflections on the window.

    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
  • Promotional digital graphic for a Michigan State University CXM Monthly Roundtable event featuring Josh Nard, Head of Design at Nuveen, scheduled for February 15th from 4 to 5 PM EST. The graphic includes the MSU Spartan helmet logo and a photo of Josh Nard.

    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
  • Promotional graphic for an online event titled 'The Value of Design' featuring speakers Lindsey MacNeil and Josh Nard, scheduled for September 21, 2023, at 12:00 PM ET.

    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
  • Event poster for a talk on designing for generative AI, scheduled for September 28th at 6 PM at DePaul University in Chicago. The poster features digital network graphics and logos for IXDA Chicago and DePaul University.

    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
  • Promotional graphic for a CX Identity Crisis event featuring a split image of a woman's face with front and profile views, one side with face tattoos and the other with a metallic mask, and text details about the event on a purple and dark background.

    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
  • A man in a light gray blazer giving a presentation on stage with a dark screen behind him displaying the words "Why is it so hard? We plan, design, deploy," in white text. The stage has brick walls, a piano, and some equipment.

    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

Leadership Speaking Creds:

  • 1. Product Strategy Leader

    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 Leader

    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 for effectively scaling multi-branded experiences.

    This includes Figma-developed systems with semantic and tokenized systems for (Angular, React) development.

  • 4. Experience 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. UXR, CX, and 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. GenAI & LLM 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. eCommerce & Omnichannel

    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 Leadership

    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.

Let’s have a moment.

Privileged to lead product transformations for 18 years…

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