Customer Experience Design Consultant

(Sonoma, CA. June 2015 - Present)

Wells Fargo, Customer Experience Strategist

Providing leadership on an iterative product design process to provide best-in-class solutions for chat customer service by:

  • Discovering opportunities for improvements to the customer and team member experience.

  • Collaborating with and influencing cross-functional teams towards viable solutions.

  • Researching solutions to ensure delivery of experiences that delight.

  • Bringing opportunities and solutions to life through compelling visual communications.

  • Directly contributing to a 6% increase in our top box CX score over 12 months resulting in reaching our goal of 80%.

John Ryan, Customer Experience Strategist

Providing leadership on a digital signage content management system by:

  • Leading the Experience Vision Plan, which contains a detailed customer journey map, opportunities mapped against business goals, and vision roadmap.

  • Providing research through competitive audits, user and stakeholder interviews, and usability studies.

  • Collaborative project planning & execution with distributed cross-functional teams.

  • Providing wireframes and visual design for proposed solutions to key opportunities.


JPmorgan Chase & Co.

Product Manager & User Strategist, Associate VP

(San Francisco, CA. December 2012 – May 2015)


  • Strategy lead for the redesign of Private Banking mobile application. Provided customer experience direction to our incredible UX Designers and Product Owner. Resulted in a 15% increase in the system usability score and a 68% increase in learnability.

  • Fostered a talented cross-functional team to define a future vision for mobile applications at Chase. Recognized for my ability to encourage new ideas from all team members and influence change across multiple LOBs.

  • Established domain expertise on personalization and provided a long term vision, roadmap, and user stories for the Chase Consumer Banking ecosystem.

  • Spearheaded the design of a map detailing the journey of a credit card customer during application and post-approval. Championed the customer experience to a team of UX Designers and Credit Card Line-of-business (LOB) Product Owners. Recognized for my ability to improve LOB understanding of customer behavior and influence solutions grounded in customer research.



UX Design Lead

(San Francisco, CA. May 2011 – June 2012)


  • Led strategy & UX design for AudiUSA.com. Contributions resulted in a 22 point rank increase in the J.D. Power 2012 Manufacturer Website Study.

  • Guided strategy & UX design for the Defeat Darkness Super Bowl campaign. The launch resulted in a high engagement of 4 to 5 minutes on site.

  • Directed strategy & UX design for an experimental video pre-roll ad placement for Audi. Recognized by the client for my ability to think through the customer’s journey and provide a smart solution.



UX Designer III

(Orem, UT. December 2005 – April 2011)


  • Developed and grew an amazing team of 9 UX Designers who helped build empathy for our customers and evolve our SAAS product from technology-focused to customer-focused.

  • Spearheaded the development and execution of 3 year customer centric UX vision.

  • Designed and executed a user experience redesign and agile implementation of our primary analytics & SEO products including SiteCatalyst, SearchCenter, & Discover.

  • Received recognition for my contributions through awards given to the products by ClickZ and Utah Best of State.

Market Experience

  • Analytics

  • Automotive

  • Contact Centers

  • Content Management

  • Finance

  • Legal Compliance & Risk

  • SaaS


  • Agile & Lean Processes

  • Data Analytics

  • Design Thinking

  • Interaction Design

  • Personalization

  • Product Management

  • Service Design

  • User Research

  • Visual Communication

  • Visual Design

  • Website Optimization


Graphic Design, Portland State University

Chemical Engineering, University of Utah