Enterprise Design Strategy Team

• Led a team of 3 designers on the Employee Onboarding Portal to streamline workflows for the Academy team and optimize data efficiency. Navigated a complex ecosystem, built strong stakeholder relationships, and delivered under tight deadlines.

• Applied service design and UX strategy to empower employees to self-serve via the AI-powered Employee Virtual Assistant. Collaborated with computational linguists, UX researchers, and engineers to reduce call center volume and improve support efficiency.

• Streamlined the employee experience on the Flagscape Mobile App with modern mobile solutions on Android and iOS. Led impactful feature releases and redesigned the information architecture, resulting in a significant increase in adoption rates globally within 8 months.

Revenue Team

• Responsible for designing a world-class customer experience throughout the flight-booking journey on dot com, Android, and iOS.

• Led initiatives to prioritize credit recognition and redemption for customers during the flight search journey.

• Designed two innovative digital sales tools to streamline workflows for the United Group team.

Omnichannel Customer Experience Team

• Delivered research-based, product-agnostic strategies for discounts across the entire customer journey.

• Designed and facilitated 20+ service design workshops in 6 months, evangelizing design thinking culture across the organization.

• Spearheaded and led the team to launch a design system from scratch in 16 months. Created the roadmaps, defined the processes, pushed for adoption, and maintained the workflow post-launch.

Dot Com Team

• Responsible for designing an on-brand user experience throughout statefarm.com.

• Led designers on multiple high-impact end-to-end projects, including a home page redesign and reimagining the claims experience on dot com.

• Maintained and contributed to the design quality and standards through a holistic, accessible, and scalable design system.