Running product development, go-to-market planning, discovery user research, and opportunity testing.

Led qualitative research and customer journey mapping to reduce dispute churn by double-digit-percent, reduce servicing cost by $60M, and shape multiple product roadmaps. Provided Product VPs and Directors with qualitative and quantitative insights integrated from small business (SMB segment) customers, quantitative Voice of the Customer (VoC) analytics, and end-to-end experience auditing.

KEY ACCOMPLISHMENTS

• Delivered prioritized recommendations projected to reduce critical SMB customer dispute churn by double-digit-percent and save $60M in service costs by defining 20 servicing changes based on customer research and business and operational needs.

• Directed multi-phase qualitative research with 30+ SMB customers and quantitative VoC analytics to inform AI-driven PayPal Assistant design by generating actionable requirements and design principles for Product and Design leadership.

• Identified 157 high-priority product and engineering issues that motivated 50+ product roadmap items across mobile, B2B servicing and policy, and AI Product by leading PayPal’s first end-to-end, cross-channel experience audit.

• Coached two interaction designers through user interviewing and research synthesis, resulting in 10 critical experience research insights presented to leadership.

Directed product strategy and AI product innovation while building Product practice capabilities, including launching a $1M Product Academy for the CPO and delivering the GTM plan for a projected $200M ARR SaaS product with Product leadership.

KEY ACCOMPLISHMENTS

• Led GTM and product strategy for the new UKG Talent Marketplace (announced 2025), exceeding Board objectives by 30%, through ownership of pricing, ROI modeling, competitive assessment, and design strategy, by orchestrating a team of Product VPs, PMs, and designers.

• Planned and launched the CPO’s $1M Product Academy training program for 400+ practitioners and executives, targeting a double-digit CSAT uplift, increased organizational agility, and improved alignment between Product and Sales through better roadmapping.

• Planned and launched an AI product innovation program that generated four formal AI product invention disclosures in four months and upskilled team members in AI technology and UX analysis.

• Took on chief-of-staff responsibilities for 60-person UX department, introducing best practices, upgrading team roles, raising experience quality standards and metrics, and earning VP recognition for the highest Agile readiness among participating departments.

• Brought into a client-facing role on a key product development engagement, leading by example in user research alongside 3Pillar's product management thought leadership.

• Delivered a data-driven model for staff forecasting and assignment tracking for 27-person CX department, enabling clearer ROI insights and portfolio oversight across multiple lines of business.