Lead the design strategy for Generative AI internal applications and services, driving a data-driven culture across our Finance, Marketing, People, and Operations verticals. By partnering with C-level stakeholders to identify high-impact opportunities for automation, I architected large-scale solutions that improved data-driven decision-making by 30% and reduced median response times from 20 to 15 seconds. I collaborate deeply with the EADP Data Science team and product leadership to continuously optimize AI performance, ensuring that our extensible frameworks minimize integration effort while achieving 90% answer consistency across all data domains.

Led the design strategy for Electronic Arts’ next-generation self-service help platform, creating a frictionless, AI-driven ecosystem that connects millions of players to contextual solutions. By leading cross-functional teams through complex requirement planning and risk mitigation, I delivered an intelligent support experience that achieved a 50%+ self-service resolution rate, significantly exceeding industry averages. My leadership ensured design excellence and platform consistency while driving a 20% reduction in average handle time** and achieving a customer effort score of <2.5, fundamentally transforming how players resolve inquiries without disrupting their gameplay.

Led the design strategy for a suite of managed products providing the foundational infrastructure for EA Studios and Central Services. The goal was to deliver powerful, high-productivity tools for Developers, Artists, and Testers. I spearheaded the architecture and React-based implementation of the EAIT Design System, a scalable framework that standardized UI/UX across global game development hubs to ensure long-term product consistency. By integrating qualitative research with quantitative performance data, I delivered services that achieved a Search Success Rate of 65%+ and a 25-30% Contact Deflection Rate, significantly exceeding industry benchmarks while enabling Central Services to support the entire EA portfolio with greater technical agility.

Lead design efforts on Google One for the support, security, and membership benefits verticals for customer-facing applications for web and Android. Responsible for the design of our internal loyalty engine, and campaign management tools. Delivery of IA, UX, UI, and technical specifications that describe high-level detailed flows to effectively communicate interaction and design ideas. Partner with research to build data-driven prototypes to stress test, validate user flows, usability, and feature testing.

Dedicated interaction designer for the Membership Benefits vertical, where I developed scalable design patterns and end-to-end interaction flows. My work drove a consistent user experience across web, Android, and iOS customer-facing applications.