Established a proven history of leadership on an iterative product design process, which successfully contributed to a 6% increase in the top box CX score over 12 months, resulting in reaching the targeted goal of 80%.

Expertly established a program to document and maintain a map of our current customer experience and relevant pain points. Successfully contributed to the prioritization of the product roadmap for the authentication experience.

Established the critical customer and business problems that needed to be solved and expertly led the team to deliver a streamlined password reset experience which reduced time-on-task by 25% and password suspension-related calls by 64%. 

Directly contributed to developing and implementing an engagement model that improved UX maturity in the organization. The engagement model set us up for success in an environment where our partners didn’t know how to engage with the design team and resulted in a significant increase in requests for strategic consultation.