Experience

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.

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.

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.

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