Lead design for Service Rep Assistant and Agentic transformation initiatives across the Service Cloud portfolio, ensuring AI innovations align with customer needs and business objectives. Facilitate 'AI Tools and Workflows Co-Learning Series' introducing new AI tools to the UX team monthly.

Defined product roadmap and strategy for all Service Cloud Slack features with PM partner. Designed Swarming—real-time expert collaboration on cases—achieving 26% faster resolution and establishing a foundation for service models built on human connection rather than handoffs.

Led initial design explorations and research to launch Service Rep Assistant beta, centering on how AI can compress months of tribal knowledge into accessible guidance while keeping reps in the driver's seat.

Led design for several features, primarily in the high-volume contact center and call intelligence space.

Led design on Core Service Cloud products such as Knowledge, Case, and Social Customer Service.

As co-founder of the Seattle Design Foundation (a 501(c)(3)), I led all operational aspects alongside Erin Gainey, supported by a dedicated board and community. The Foundation's mission was to engage the broader design community, fostering mentorship between emerging and established designers and offering grants to actualize design-focused ideas. Our funded projects spanned various initiatives, from a timber construction workshop to a program dedicated to design-led food waste reduction.