Foundation Design (Horizontal Designer) within Trust & Safety for Facebook, bridging the gap between user experience and global regulatory compliance.

• Pioneered Facebook's first agentic AI support experience, leading UX strategy from concept to global launch. Architected multi-feature enforcement systems and high-fidelity prototypes, shifting high-volume use cases from manual human review or dead ends to a guided AI experience, enabling millions of monthly users to resolve high-stakes issues instantly.

• Achieved double digit uplift in CSAT and projected millions in annual operational savings by reducing dependency on manual support infrastructure.

• Developed a specialized design system for agentic AI, including multi-turn conversational logic, anti-loop safeguards, and escalation paths ,establishing the foundational AI interaction framework and design principles adopted org-wide.

• Operationalized "vibe prototyping" using AI-assisted development tools (Cursor, Claude) to deliver high-fidelity, realistic conversation prototypes bypassing traditional Figma bottlenecks, securing executive buy-in, and validating technical feasibility before engineering kickoff.

• Bridged backend ML/policy constraints with human-centered design requirements. Identified and unified siloed AI initiatives across product teams, preventing fragmented user experiences and redundant development.

• Mentored junior and mid-level designers on integrating technical workflows, interaction craft, design rationale, and cross-functional communication.

• Architected the end-to-end UX for ServiceChannel's Provider Dashboard, doubling user adoption from 32% to 65% and securing a 1.5% fee-based revenue stream by streamlining critical operational workflows for thousands of service providers.

• Spearheaded a multi-method VOC research program in partnership with Data Science to define a $35M product roadmap. Identified a critical data-ingestion gap that saved $480K in development costs while improving user retention by 25%.

• Pioneered an AI-driven "Work Order Anomaly Detection" system — designed an intuitive alert framework that automated manual reviews for facility managers and established the foundational interaction patterns for agentic surfaces.

A multi-disciplinary Growth Product Designer focused on building vitality and growth into product DNA.

• Led growth-focused product design for a multi-disciplinary innovation team, translating complex business goals and user needs into revenue-generating product features.

• Conducted extensive market and user research to uncover opportunities for recurring revenue growth. Used A/B testing to measure feature effectiveness and drive data-informed decision-making.

• Collaborated with engineers, designers, and data scientists to transform high-level concepts into tangible product features — from ideation through rapid prototyping and iterative design.

• Drove UX design from conception to launch for high-profile enterprise clients including Walgreens, Lowe's, and Aldi, working in close partnership with Product Managers and Engineers.

• Shipped multiple broad-scoped, ambiguous features creating seamless end-to-end experiences across the platform — reinforcing the platform's value proposition for a large-scale client base.

Led the design transformation of migrating to a new cloud-based servicing platform(internal enterprise solution) during the company's agile transformation. My role didn't solely focus on creating only UX deliverables; I was responsible for increasing UX maturity across my team and leadership by engaging them in UX workshops and presentations.

Focused on building an enterprise cloud-based servicing platform that enhances customer service efficiency when servicing clients, thus removing the burden from our customers, meeting them in their preferred channels, and remaining competitive in the financial industry. Found a more efficient way to prototype and test with users using Salesforce App Development Platform in collaboration with developers and tech leads without dependency on coding resources or the lengthy wireframe/prototyping process. This process helped to make designers and developers engaged when creating solutions for users and testing it early in the process.