Results-driven user experience professional with over twenty five years of success in planning and directing large scale projects from inception through completion. Extensive experience leading people, project teams and design initiatives. Comprehensive understanding of emerging technologies and their business applications. Mastery of user experience principles and skills including information architecture, interaction design, Web & App development, usability testing, content management systems and user centered visual design.
CAREER HIGHLIGHTS
ADP
Director – User Experience Operations​
Pleasanton, CA | August 2021 - July 2025
Led User Experience (UX) Operations to support a team of over 300 User Experience Designers, Researchers and Content Strategists for the largest HCM and payroll company globally with a focus on people, process and tools.
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Established a holistic process for all of UX with activity guides for different phases of the design process including intake acceptance, kick-off template, stakeholder review guide and cognitive walkthrough.
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Proposed and led the implementation of a consistent UX intake process and ticketing system for all UX requests to enable tracking of work, time on projects and better gathering of requirements for requests.
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Led the complete reimagining of UX Research by replacing multiple disparate tools and building a tool stack that worked together seamlessly and reduced the time to conduct and develop research findings by over 50%.
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Developed and implemented a full on-boarding, off-boarding and cross-boarding process with documentation, checklists and templates for managers improving the experience for all new hires and employees changing roles.
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Managed the creation of a UX Resources site with information on all aspects related to UX including Design, Research, Content, Analytics, Accessibility, Artificial Intelligence (AI), ADP tools and products.
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Led the full transition from Sketch as the primary design tool to Figma with a comprehensive transition plan, training and upskilling, community updates and development of a resource hub for employees.
Western Union
Senior Director – User Experience, Content & Product Design​
San Francisco, CA | March 2012 - December 2020
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As Senior Director of User Experience, Content and Product Design for Western Union Digital my primary objective was to design and implement a holistic global customer experience strategy to align the brand and provide an improved experience to our users. In order to achieve this goal I defined three central objectives:
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Identify areas of improvement by analyzing key metrics and collaborating with product, marketing and site analytics teams to track the impact of changes to the site.
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Evangelize an organizational culture of design and focus on the user needs.
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Develop a global Design System including a style guide, pattern library, and UI kit to significantly increase quality, time to market, reduce engineering resources and establish a consistent customer experience.
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My initial focus at Western Union was to establish a product design methodology. From a product perspective, I had to transform Western Union’s digital products into category-leading consumer experiences that would increase market share and the global brand footprint within the digital space.
From an organizational perspective, Western Union needed to be re-invented: I recruited and built a team of world class user experience designers and specialists to support product requirements and improve the customer experience across all Western Union’s digital products in addition to designing innovative next-generation experiences that are 2-3 years out.
I also delivered the redesign of Western Union’s transactional mobile applications and Web sites that serve as the template for over 80 transactional and 200 non-transactional countries and territories in 34 languages.
The products I created proved to be successful beyond expectations enabling the Western Union’s network of digital products to deploy innovative new ways to reach our customers. The results speak for themselves: Increased transaction starts +5%, revenue +73% and Net Promoter Score +43% within the first year. Digital transaction growth has been +25% year over year since launch.
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Offermatic
Senior Manager - Interaction Design
San Mateo, CA | June 2011 - March 2012
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I joined Offermatic as Senior Manager of User Experience and Interaction Design for Offermatic.com, which served over 100,000 users. While at Offermatic I had a broad range of responsibilities which included managing the interaction design, visual design, information architecture and end-to-end customer experience.
My first priority was to review the information architecture to ensure clear and straightforward paths for users to follow. I was able to identify specific areas of friction that I streamlined using A/B testing with product partners that resulted in significantly increased conversion rates.
To increase customer engagement and retention I proposed a gamification system that enabled users to earn points, gain levels and participate in events while earning rewards.
As a proof of concept I also designed a loyalty program enabling local merchants to create campaigns to draw in new users and reward existing customers, which we were able to take from concept to launch in a single sprint.
In addition to the user-facing product I lead the design of business sites that included dashboards to monitor performance and effectiveness of merchant campaigns.
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eBay, Inc.
UX Area Lead – Interaction Design​
San Jose, CA | September 2005 - June 2011
My primary role at eBay was User Experience area lead for checkout and payments, which processed over 700 million transactions annually.
Armed with the belief that a simple, transparent and well-designed product would establish trust with users I identified 3 key design guidelines:
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Each page should have a clear purpose and add value to the experience.
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The design should feel so natural for users that it would require no learning.
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Every element of the page should help users focus on completing that step of the flow.
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The result of the redesigned eBay checkout was a 10% increase in user satisfaction and 17% increase in ease of use making it eBay’s top rated flow. ​
In order to streamline the experience further I designed and implemented a guest checkout system for eBay’s new users to buy a fixed price item without requiring them to register for an account. I also launched an incentive redemption interface for eBay gift cards, coupons and gift certificates. Additionally, I proposed, designed and brought to incubation a shopping cart system for eBay.
During the time I coordinated and led cross-organizational initiatives with PayPal, Bill Me Later and Microsoft (Bing). Finally, I managed project timelines and deliverables with global product managers and development teams in Germany, United Kingdom, Spain, Australia, India and across the United States.
After successfully recreating eBay checkout I moved to the Shipping team where we completely transformed the way shipping worked at eBay, ultimately enabling sellers to provide specific delivery dates up front in their product listings. In order to accomplish this I redesigned the seller shipping tools and performed a complete overhaul of purchasing and printing shipping labels. Within a few months of launch, label printing doubled to over $1 million per day and customer satisfaction skyrocketed.
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Alliance Capital Management L.P.
Assistant Vice President – Web Design​​
San Jose, CA | August 1999 - November 2001
At Alliance Capital Management I was brought on to establish a Web Design department and Web presence for Sanford C. Bernstein & Company which served over 18,000 Bernstein clients and 12,000 Professional Advisors that comprised over $70 billion in managed assets.
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Initially I defined the site structure, navigation and overall information architecture. This required a highly collaborative relationship with stakeholders where we defined requirements and development schedules as a team.
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I was able to negotiate editorial schedules with marketing, business experts and data groups, and guided the flow of features and updates through development, QA, review and final approval.
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For the end users I developed a suite of data visualization interfaces for a sophisticated, dynamic Web application that displayed client's’ account data, updated on a daily basis.
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With an eye for scalability, rapid development and brand alignment I managed the integration of all content, graphics and features resulting in the launch of the Sanford C. Bernstein Client, Bernstein Advisor, Pension Fund, Global Information Services and SBC Research sites.
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EDUCATION
John F. Kennedy University
Master of Arts | Management
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Sonoma State University
Bachelor of Arts | Mass Communications