I’m currently serving at FEMA as the Senior Advisor for Customer Experience, Strategy, and Delivery in the Office of the Administrator, and Director of the Office of Customer Experience.

As the principal technology, customer experience (CX), and delivery advisor to the FEMA Administrator, I engage hands-on to ensure that their priorities throughout the agency are effectively met and build the agency’s CX capabilities.

Recent experience

FEMA, 2025-present

• Lead cross-agency initiatives to enhance customer experience and streamline disaster response and recovery services.
• Develop strategies to integrate customer insights into operational improvements and policy updates.
• Oversee delivery of key programs, ensuring alignment with federal emergency management priorities and goals.
• Advise senior leadership on CX best practices to improve accessibility, efficiency, and transparency for stakeholders.

Magnum Opus d/b/a MO (U.S. Department of State), 2024-2025

• Lead cross-functional teams to improve customer experiences for 30 million+ US citizens and foreign nationals in the Department of State’s consular services.
• Guide PMO in creation of a Customer Experience-focused workstream, implementing a discovery-driven product approach to establish clear research objectives, involve customers directly to understand their lived experiences and desires, and provide stakeholders with deeper insights into the environment, key opportunities, and challenges to address.
• Operationalize comprehensive deliverables that drive the service vision, utilizing a mix of research findings, experience principles, stakeholder and ecosystem maps, process flows, storyboards, customer profiles, journey maps, and service blueprints.
• Analyze regional and national pilots to measure the effectiveness and impact of service designs, making informed design decisions.

Humana, Inc., 2022-2024

• Reduced operational costs by $5.5M in 6 months, orchestrating an enterprise service design initiative about primary care, introducing co-creation and design thinking practices.
• Conducted 7 studies to inform the data governance strategy and info marketplace team and deployed 16+ updates, including AI tools, in 6 months, resulting in improved engagement and higher user satisfaction.
• Streamlined localization efforts with AI-driven tools, leading to a 25% reduction in translation errors and a 30% increase in accessibility compliance in 8 months.
• Coordinated DesignOps, including team adoption of Figma at a rate of 27% month over month, with 70% of the users being non-designers.

Santander Bank, N.A., 2021 – 2022

• Accelerated customer engagement by 30% through the successful launch of 40+ digital features, enhancing application usability and access in one year.
• Introduced a streamlined design review system for a team of 6, cutting design iteration cycles by 30% and reducing design-related bottlenecks by 20%, improving overall efficiency.
• Revamped designs within a year, resulting in a notable 59% growth in active users, a 72% drop in customer complaints, and improved accessibility

Key problems I solve for organizations.

I bring a unique set of skills, prioritizing business strategy, research, and organizational design to improve outcomes:

Fragmented or Siloed Customer Experiences

I bring alignment across touchpoints, breaking down organizational silos and designing cohesive, cross-channel experiences rooted in real user needs.

Unclear or Incomplete Service Ecosystems

I lead discovery efforts, including service mapping and blueprinting, that uncover friction points, gaps, and opportunities, enabling teams to see the big picture and prioritize improvements across systems, not just screens.

Resistance to Change or Innovation

I create safe, structured ways for teams to test, learn, and iterate—introducing methods from human-centered design, agile, and change management to foster a culture of experimentation and continuous improvement.

Inclusion Gaps in Design and Service Delivery

I ensure that ethical, inclusive design practices are not only considered but embedded—especially for public- or population-scale services—with particular attention to accessibility, power, and lived experience.

Lack of Customer Insight in Decision-Making

I embed customer voice and qualitative insights into product, policy, and service decisions—often in complex, compliance-heavy or bureaucratic environments—ensuring solutions are grounded in evidence and empathy..

Underutilized or Isolated Capabilities

I advocate for design as a strategic partner, building relationships with legal, policy, engineering, and data teams to integrate design earlier in the process and drive more holistic outcomes.

Lack of Strategic CX Vision or Roadmap

I help organizations define and operationalize customer experience strategy, turning broad goals into clear priorities, measurable goals, and coordinated initiatives across functions.

Misalignment Between CX and Org Structures

I help organizations evolve their structures, roles, and workflows to support better customer-centric ways of working, bridging the gap between vision and operations by aligning incentives, processes, and metrics around the customer experience.