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.

Work With Me

Areas of specialization

  • Service Design & Experience Strategy Leadership


    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.

  • 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    Helping organizations move beyond outdated ways of working and fragmented workflows by uncovering what’s holding them back and shaping practical paths forward that teams can sustain.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.

  • Workshop Facilitation & Stakeholder 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.

Clients I’ve worked with

Notable projects

Selected examples of my work are highlighted below. Case studies can be provided upon request.

Mindsets in motion: reframing student loan experiences

Defined a customer experience strategy that aligned the organization around a unified vision for serving tens of millions of borrowers.

Produced a program roadmap and tactical execution plan for customers, service centers, and partner networks across higher education.

Building the foundation for consistent beneficiary travel service delivery

Conducted ethnographic research across five medical centers to surface the transportation barriers preventing veterans from accessing medical care.

Translated findings into three documentary films used by agency leadership to build internal support for transportation investment.

Designing for an invisible role: caregiver support after a hospital stay

Designed and validated a physical prototype that gave caregivers a recognized place in the hospital-to-home transition process.

Prioritized by agency leadership for piloting across the network and presented at a national patient experience conference.