Human-centered leader and strategic partner shaping how experience, operations, and technology work together to create sustainable value.

Combining hands-on research with service design and strategy, I turn complicated services and systems into something people can actually use, and give everyone involved a clearer picture of where the experience is breaking down and what to redesign.

I use ethnographic studies, contextual inquiry, and generative research to surface the pressures and unspoken constraints that shape how things get done. From there, concept testing, iterative reframing, and insight analysis shape direction for the services employees and consumers interact with, in person and online.

Areas of specialization

Service Design & Experience Strategy

Uncovering friction within services and workflows where progress slows from the perspective of the people using it and the people delivering it, across every touchpoint and interaction involved. Redesigning the future-state underlying structures, so end-to-end experiences hold together from start to finish, and work for the people relying on it.

Workshop Facilitation & Leadership Alignment

Bringing leaders and stakeholders together to navigate ambiguity and reach shared, confident decisions. Designing and facilitating conversations that surface assumptions, constraints, and tradeoffs early, before misalignment creates friction later. Supporting leaders and teams as they build trust, evolve ways of working, and create the conditions for change to last.

Human-Centered Research & Concept Testing

Exploring new possibilities where inefficiencies create opportunity. Using research, data, and AI to test scenarios, examine future states, and design solutions that reduce friction and create momentum. Translating emerging technologies into practical, human-centered tools that deliver measurable value and can scale responsibly over time.

Organizational Change & Service Blueprinting

Helping organizations move beyond outdated ways of working and fragmented workflows by uncovering what’s holding them back and shaping practical paths forward that teams can sustain. Aligning business and technology leaders around shared priorities and turning competing agendas into unified strategies that deliver meaningful, lasting value.

Clients I’ve worked with 

Selected examples of my work are highlighted below. Complete case studies and a broader portfolio can be provided upon request.

Project snapshots

  • Digital Lives: Strategic Selling Vision that Unified Cross-product Experiences

    When product silos were blocking executive engagement, strategic storytelling reframed the opportunity into a unified vision of how the product ecosystem delivers impact across daily experiences through a customer-first narrative.

  • Digital Transformation of Supply Chain Operations Through Service Design

    Modernized an internal review process by introducing automation and improving case management confidence, delivering an immediate ROI and influencing a follow-on opportunity to advance broader program modernization.

  • Mindsets in Motion: Reframing the Student Loan Experience Through Design Thinking

    Defined a customer experience strategy that aligned the organization around a unified vision to serve 13M+ customers. Produced a program roadmap and tactical execution plan, driving an enhanced future state for customers, service centers, and partner networks.

  • Designing Human-Centered Care: Addressing a Gap in Healthcare Support Systems

    Service design engagement that made caregivers visible within the healthcare system, delivering a validated prototype that earned executive prioritization and industry recognition.

  • Empowering the Provider Journey through Digital Transformation

    When vision struggles to translate into aligned, executable actions, transformation efforts can stall, making it difficult to deliver consistent and efficient experiences across stakeholders. A strategic roadmapping engagement brought clarity, alignment, and momentum, toward achieving transformation.