Design Leadership & Strategic Impact:

• Led cross-functional design team for Feature Discoverability initiative, establishing scalable component library and guidelines adopted across all platforms (Mobile, Web, Desktop) and feature teams (Meetings, Calling, Messaging, AI)

• Designed innovative 2-phase setup component transitioning from user guidance to feature discovery, driving measurable improvements in feature adoption rates

E-commerce & Growth Focus: UX Lead for Webex's $10M+ ARR E-commerce Business

• User Hub Onboarding Leadership: Conceptualized and pitched new first-time setup experience for SMB admins that became roadmap priority, then led implementation through production, unifying onboarding flows across free, paid meetings, and paid calling accounts

• Change Order System Redesign: Led complex project enabling SMB admins to modify plans within User Hub vs. external systems, reducing dev maintenance while improving user experience

• Mobile E-commerce Expansion: Added revenue streams by implementing upgrade capabilities across iOS and Android platforms, driving 1,480% organic growth in mobile purchases within 10 months with zero marketing support

• AI Integration Campaign: Created showcase for Webex AI features in plans/pricing aligned with annual Webex One conference, driving 4.2x higher purchase conversion rates for users who engaged with AI features vs. baseline

• Guest Checkout Optimization: Reduced purchase friction for new buyers by targeting key drop-off points, achieving 40% improvement in new user conversion rates

Strategic Audits & Vision:

• SMB E2E Purchasing Audit: Created comprehensive vision for SMB E-Commerce enhancements across Mobile, Web, Desktop, and User Hub, with numerous ideas adopted into 6-month roadmap priorities

• SMB Admin Experience Research: Analyzed complete SMB user journey (free-to-paid, upgrades, cancellations) to influence User Hub design, establishing self-service administration principles that eliminate need for IT expertise when making account changes

Crisis Response & Social Impact:

• Ukraine Support Campaign: Designed and launched "Webex Cares" campaign 7 days after conflict began, providing free Webex accounts for all Ukraine-based users to ensure connectivity during crisis

Crisis Response & Strategic Partnerships:

• COVID-19 "Here for You" Campaign: Rapidly designed homepage and account creation flows for Medical and Educational sectors during pandemic spike, enabling fast online onboarding without traditional sales channels

• NASA Mission Control Partnership: Designed interior layouts and Webex collaboration device integration for Mission Control Experience with Lockheed Martin and NASA for Project Orion

Platform Strategy & Vision:

• Unified Client Vision: Audited first-time experiences across all in-house web apps, competitors, and collaborative services, establishing foundation for unified collaboration experience (Meetings, Calling, Messaging)

Customer Journey Foundation:

• Mobile FTE Audit: Challenged 3rd-party onboarding approach, initiated competitive journey mapping that provided strategic vision and led to Customer Journey team formation focused on SMB growth

• Customer Journey UX Proposal: Created comprehensive strategy for new design team focusing on customer journey across mobile, web, and desktop touchpoints, resulting in leadership buy-in and roadmap prioritization