Executive Design Director, WFH
JPMorgan Chase
December 2022 — Present
Led enterprise-wide UX strategy across conversational AI, account management, digital servicing, and communications — directing multidisciplinary teams of 40+ designers, researchers, and content strategists. Owned the strategy, vision, team, and design system behind Chase's AI chat experience, scaling it to 55 million users.
Design Team Leadership & Operational Excellence
- —Oversaw design delivery across distributed, cross-functional teams spanning multiple product areas and delivery hubs, maintaining quality standards and on-time execution at scale
- —Built and scaled design operations infrastructure including hiring pipelines, onboarding programs, and performance frameworks for a team of 40-45 designers and strategists
- —Championed human-centered design practices across 200+ delivery team members through weekly customer insights programs, embedding a culture of continuous user learning
- —Made decisive calls on quality gates and design standards, standing firm on experience principles when products were not ready to ship
Design Strategy & Vision
- —Owned end-to-end strategy, vision, team, and design system for Chase's AI chat experience — building the conversational design practice from the ground up and scaling it to 55 million users across the consumer banking platform
- —Developed and executed multi-year UX strategy aligning digital transformation with business objectives across consumer banking's most complex product areas — including the full conversational AI ecosystem serving call center agents, bankers, and millions of digital customers
- —Established comprehensive UX measurement frameworks linking design outcomes to business metrics: NPS, retention, operational efficiency, and digital self-service adoption
Cross-Functional Leadership
- —Partnered with executive leadership, product, engineering, and marketing to embed user-centric thinking into strategic planning and product development lifecycles
- —Drove channel-switching improvements through strategic UX interventions, reducing call center volume and accelerating digital self-service adoption
- —Led regulatory and compliance alignment across digital initiatives while maintaining exceptional user experience standards
Led a team of UX strategists, designers, and content specialists focused exclusively on Medicare members over 65 — with deep specialization in dual-eligible populations managing multiple chronic conditions, COPD, diabetes, and heart disease.
Patient-Centered Healthcare Design
- —Designed end-to-end member experiences for plan selection, onboarding, and ongoing care navigation — prioritizing the most vulnerable members first to create solutions that scaled across all populations
- —Applied inclusive design principles from the outset for members navigating two insurance networks (Medicare and Medicaid) simultaneously, reducing friction at critical care transitions
- —Drove design strategy for chronic disease management experiences, focusing on simplifying healthcare access during one of life's most complex transitions: aging into the Medicare system with new diagnoses
Operational & Measurement Excellence
- —Built UX measurement frameworks tracking member satisfaction, onboarding completion rates, care gap reduction, and plan retention — connecting design outcomes directly to health outcomes
- —Collaborated with clinical teams, product, and marketing to translate weekly member feedback and call center insights into rapid, iterative experience improvements
- —Established design operations practices enabling a lean team to deliver high-quality work across a complex, regulated healthcare ecosystem
Led multidisciplinary design and consulting teams partnering with healthcare, government, and enterprise clients to co-create end-to-end digital experiences, service ecosystems, and change management strategies.
- —Partnered with Kaiser Permanente to optimize member access to Medicare 5-Star plans — designing experiences that helped members understand, compare, and enroll in high-quality plans while navigating the complexity of aging into Medicare
- —Led end-to-end redesign of public benefits application and onboarding experiences for the State of New Mexico and State of Texas — simplifying enrollment into SNAP, EBT, Medicaid, and women's health programs (including WIC) for low-income and vulnerable populations
- —Co-developed a global framework for incorporating data analytics into strategic design processes with Fjord's international leadership — embedding evidence-based design decision-making at scale across client engagements
- —Drove change management strategies alongside product design, enabling client organizations to sustain digital transformation beyond engagement delivery
Started as an industrial designer designing baby products and toys and was given the opportunity to move into UX design for the first ever internet viewable baby monitor — Peak+. Developed native mobile Android + iOS app, web viewing experience, and customer support web portal. Peak+ was the top selling baby monitor for two years at Target, Walmart, and Amazon.
- —Led creative vision and design language for a connected consumer technology product portfolio spanning digital interfaces, mobile applications, and IoT-enabled devices
- —Established unified design language and systems across product lines; collaborated closely with engineering to ensure implementation quality and technical feasibility
Rhode Island School of Design, Bachelor of Arts
Industrial Design, 3.8 GPA | 2004-2008
Babson College | Business of Design Program | 2006