Experience

Principal UX Designer, VP - Citizens Bank (July 2020 - present)

Led design teams on critical business projects, resulting in the increase of the NPS score for digital mobile by 12%. Spearheaded user-centered design practice for mobile applications that resulted in increased customer engagement and value delivery for the business. Facilitated open dialogue between product, engineering, and design teams to improve alignment and streamline project delivery. Led the UX strategy for Citizens Access digital channels, managing scalable design system governance and mentoring the design team.

  • Lead a team to deliver Citizens Access Mobile App, cutting delivery timelines by 45% through design system adoption and process optimization.

  • Directed a comprehensive redesign of Citizens Access Storefront, boosting customer satisfaction by 60% through enhanced user flows and usability improvements.

  • Led the UI redesign of Citizens Mobile App, elevating the JD Power score by 48 points to rank #1 in visual design, through enhanced UI components and accessibility features.


Lead UX Designer - Manulife (May 2016 - July 2020)

Led end-to-end customer experience initiatives through demonstrated expertise in orchestrating cross-functional teams, implementing scalable design architectures, conducting Design Thinking workshops and user interviews, and aligning UX/CX strategies with business objectives. Recognized for enhancing user engagement, boosting team productivity, and streamlining processes through insightful leadership and strategic planning.

  • Led the .com redesign project, transitioning from legacy systems to a responsive, component-based CMS, improving site performance and increasing user engagement by 38%.

  • Orchestrated  the design and implementation of scalable component architecture, improving team productivity by 78% and reducing update times, contributing to increased operational efficiency across departments and aligning UX design with business revenue goals.

  • Reduced firewall management delivery timelines by 25% by identifying process improvements and customer pain points through customer interviews and service blueprinting workshops.

Senior UX Designer - John Hancock (January 2014 - May 2016)

  • Delivered mobile and web applications to support key marketing campaigns, including the Boston Marathon activation.. Developed the RunBold mobile app, Jumbotron experience, and Boston Marathon Media guide website, resulting in 20% increase in media engagement.

  • Championed human-centered UX design by conducting design-thinking workshops across the organization, driving a 15% improvement in design adoption and collaboration among cross-functional teams.


Consulting:

Open Workflows (Healthcare Startup) - ongoing
Collaborated with the startup founder on defining UX strategy for the product aimed at delivering generative AI solutions to the healthcare providers, helped shape visual language, key UI elements. 

Hyrdling (Tech Startup) 
Developed high-level UX strategy, initial flows and interactions for an application integrated into Microsoft Teams. 

Skills

User Experience and Research:  
Human-centered design, research methods (affinity mapping, personas, surveys, A/B testing, qual/quan studies, heuristic evaluations, jobs-to-be-done, competitive analysis), design techniques (prototypes, wireframes, user flows, storyboards, user maps) design systems, customer experience strategy, journey mapping, design thinking, agile and iterative design processes, accessible design.

Leadership:  
Cross-functional team leadership, collaboration, design team management, design review facilitation, workshop facilitation, coaching, design team mentoring, art direction, data-driven design decisions, adaptability iterative improvement plans, scalable experiences, growth mindset, strategic planning, written and verbal communication skills, design governance and design operations.


Technical Skills and Tools:  
Figma, Sketch, Azure, Abstract, Adobe Photoshop, Adobe Illustrator,  Microsoft Office, Rally, Jira, Trillo, usability testing (Qual: UserTesting, User Interviews, Quan: Adobe Analytics, Clarabridge, Medallia, Glassbox), Content management (Adobe AEM, Teamsite, Wordpress), design systems management, responsive design.

Education / Awards

Degrees & Certifications
MS  / Boston University
BFA / Mass College of Art & Design
UX Certification from NN/g;
Scrum Product Owner Certification


AWARDS
IHAF Award 2014; UNLEASH Hackathon Winner 2015; Marketing Maven Award 2018