Lead both strategy and execution, from early research and facilitation to prototyping user-centered digital products and services. Currently guiding the 0-to-1 journey of a startup building a B2B platform for artists and booking agents, while preparing to support a digital transformation initiative at a global consumer goods company.

• Enhanced renewals sellers' effectiveness by automating steps and consolidating the tools used to transition customers of acquired companies to IBM contracting.

• Accelerated service termination processes through better tooling for quote-to-cash agents and streamlining their collaboration with IBM sellers.

• Empowered designers working on the quoting platform with insights from end-to-end journey maps, leading to better user experience across touchpoints.

• Increased adoption of Salesforce at IBM through dynamic homepages, with content segmentation based on multiple user types.

• Piloted an AI survey chatbot collecting 3x more actionable insights than traditional NPS surveys, reducing follow-up interviews and accelerating the research cycle.

• Led a team of five UXD and one UXR, including mentoring, design critique, backlog prioritization, mediating conflict, and facilitating communication with stakeholders.

• Designed a new account creation experience with 91% adoption in the first quarter post-release, addressing the issue of duplicate accounts and supporting goal of acquiring 100k new clients by 2025.

• Designed and launched various CRM analytics dashboards to support sellers and sales managers, while updating and maintaining a dashboard style guide.

• Launched a joint effort between the IBM CIO and IBM Research to create a tool aiding architects and developers in identifying and removing "zombie" services.

• Designed an internal website with resources and learning paths to capacitate Architects, Developers, Data Scientists, and Designers on Sustainable Computing.

• Mentored junior designers while also conducting reverse mentoring with senior executives.