Product strategy and vision management: Led “the why” execution of 29 B2C and B2B2C applications and e-Commerce experience transformations across financial services, travel, consumer retail, hospitality, automotive, and healthcare by mapping customer insights in in-the-moment journey strategy to maintain development focus across data, technology, and product design teams for adoption: engagement, conversion, loyalty, and enterprise performance.

• 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.

• 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.

• Led T-Mobile’s product design pattern unification playbook work stream. Reduced deployment costs $22MM YoY by unifying e-Commerce, In-Store POS, and cutomer support applications, sunsetting two legacy applications.

• Redesigned a $16.8MM Gerdau and Merck’s user experience of a global salesforce order scheduling management.

• 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 case, improving quoting 38% into 20% sales lift at $6.9BN YoY

• Drove market and user research for change management confidence in Prudential’s $27MM experience transformation (with $1.55T assets) by crafting data analysis into investor storytelling that aligned with leadership’s performance goals.

Directed complex product portfolios over operational, regulated, and design systems spanning mobile, web, in-store, e-commerce, workforce, and CRM marketing technologies on and enterprise platforms that mapped barrier work-arounds with CX researched and business priorities on product roadmaps, PRDs, prioritized backlogs for scalable releases.

• Deployed a 0-1 design system for Nuveen’s site that accelerated development velocity 41% while defining token strategy for a 2025 rebranding launch.

• Led a systems team to expand an existing (TIAA-branded) design system by developing and developing a pattern library documentation across 95+ components for development adoption across several federated software teams. Migrated from Angular to React (storybooks) for cloud platform transformation in five months.

• 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.

• Led T-Mobile’s product design pattern unification playbook on systemized patterns that reduced development and deployment costs $22MM YoY.

• Redesigned a $16.8MM Gerdau and Merck’s user experience of a global salesforce order scheduling management.

Delivered and influenced $500M+ in measurable revenue and business impact through customer-centric product strategies, e-commerce optimization, CRM and personalization, journey orchestration, digital platforms, and innovation for global Fortune 500 brands.

• Managed United’s global 13-app product suite, improving operational efficiencies 6% (1.6MM) by prioritizing and reducing defects in agile releases. Research drove agent change management for measured CX lift.

• 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.

• Orchestrated Stellantis’ global OEM omnichannel marketing transformation (Media, Social Media, CRM) for ~23% marketing velocity to meet $720 MM in cost-cutting across global markets, developing journey research and engagement analysis. Led to a $2.4 BN agency consolidation win.

• 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.

Pioneered GenAI, agentic AI, intelligent insights, personalization, and chatbot strategies that transformed customer and frontline experiences while improving organizational CSAT/CES by approximately 32–62% and establishing responsible AI practices within regulated environments.

• Launched an AI-assisted personal finance management app with behavioral spending patterns in just 11 weeks to exceed our wealth prospecting targets to 63%, and four months early.

• Developed and deployed five data-maturity readiness heuristics for AI-driven personalization confidence scoring in segmentation and behavior patterns,

• Developed nine product CoE standards to scale product teams over global offices for autonomous decisions to meet agile delivery cycles.

• Deployed a 0-1 design system that accelerated personalization patterns by defining token strategies and documentation readiness ahead of a rebranding transformation.

Coordinated with my established cross-functional frameworks that prioritize technology deployment transformations, including product and design systems that accelerated delivery 41%, reduced engineering/deployment costs, eliminated overbuilding, and improved product velocity by approximately 15–21% YoY.

• Coordinated with my established cross-functional frameworks that prioritize technology deployment transformations, including product and design systems that accelerated delivery 41%, reduced engineering/deployment costs, eliminated overbuilding, and improved product velocity by approximately 15–21% YoY.

• As head of the operational product design team at United Airlines, implemented a new agile methodology (from legacy waterfall) and coordinated development efficiencies over 7 global operational streams on 13-app portfolio with complex data and delivery cycles with zero downtime: 4700 daily flights in 356 airports.

• Led a Jira and Confluence change management efficiency program on milestone development targets on requirements management.

• Identified 11 agentic touchpoints across our product pipeline and matured 5 into skills to evaluate readiness and communication across cross-functional teams.

• Improved (Adobe) Workfront intake funnel with T-shirt sizing of requests and team staffing to improve team delivery velocity by ~41%

Led customer and product experience transformations across financial services, travel, retail, hospitality, automotive, technology, and e-commerce, connecting customer insights, journey strategy, product management, data, technology, and design to improve adoption, engagement, conversion, loyalty, and enterprise performance.

• 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 my own omnichannel framework (Pivotal Moments) on Northwestern University, Samsung, and Stellantis including KPI measurement signals to measure campaign efficiency and optimizations.

Built and led multidisciplinary product, experience, design, technology, and strategy teams with decision autonomy to influence C-suite stakeholder agreements across complex global organizations. Recognized for developing high-performing teams, including increasing team sentiment to 87%, establishing career-growth frameworks, and developing talent resulting in multiple promotions. 67 product team members mentored for over a decade.

• Recently hired, led, and mentored an enterprise-wide global team over 5 business units across two orgs. for 42 deployments/year in $24M+ P&L budget oversight on-target with executive-level 5-year transformation and efficiency plan milestones.

• Owned daily stand-ups and weekly executive reporting to increase customer scorecards ~32–63% over B.U. roadmaps and segmentation focus. Successful global stakeholder alignments and collaborate with federated, agile software engineering dev teams.

• Defined first enterprise-wide (TIAA and Nuveen) career growth path with HR for my team with leveling expectations, promotional targets, including AI-fluency upskilling.

• Set T-shape competencies in project management, design, content, research, and systems skill focus for a 87% positive sentiment score by connecting individual OKRs to project performance. Zero employees resigned in three years.

• Defined a yearly OKR Framework between goals for the team, yearly projects, and individual growth goals that align with organizational KPIs and values.

• 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.

• Provided quarterly business reports to United Airlines’ operational IT budgets and ROI for roadmap planning and cascading improvement initiatives.