Resmed

Launched and scaled an operations practice for a cross-functional Customer Experience team of 80+ practitioners across six time zones.

• Led AI adoption, partnering with internal AI tools teams to build MCP integrations connecting data and workflows across Design, Product, and Engineering
• Tracked adoption and credit usage, and wrote prompting best-practice guides to manage cost, toward a 50% cut in time from idea to tested prototype
• Modernized a $1.5M tool stack for cross-team access and accurate budget forecasts
• Built a regulatory-compliant global research process across North America, Australia, the EU, and China: 90+ studies and 100+ customer conversations a year
• Onboarded CX to Jira and trained UX, Research, and Hardware Design teams on Agile, using filters, plans, and automations for roadmaps and releases
• Developed a career pathways framework for UX skill growth

Genesys

Built the foundation to scale a new, fully remote UX practice from 18 product designers to 52 practitioners across research, design systems, and strategy, during Covid-19.

• Integrated UX process and tools with the Genesys software lifecycle
• Cut time to close Design Epics by 50% by tracking design integration
• Standardized hiring to support growth from 18 to 52 in two years
• Created and led remote onboarding for 34 new hires
• Led the move to Figma, onboarding 52 designers, 50+ PMs, and 100+ developers

IBM

Established UX research and design practices with design and product management in Public Cloud and Security.

• Established and embedded a UX Research practice in IBM Cloud
• Led a small team to research and redesign threat-detection settings in IBM Security Guardium
• Trained designers and UX researchers in Agile practices
• Created and led the Cloud platform internship program

Idean

Product design agency for enterprise clients including AT&T, Alcatel-Lucent, and IBM.

• Led discovery research for enterprise clients
• Designed interaction pattern libraries and icon languages