Résumé

Medical Leave
(Career Break)

Jan 2025 - Mar 2025

Medical procedure and recovery period. Fully recuperated and available for immediate opportunities.

CX Journey Manager
Marketing | SAP

Oct 2024 - Dec 2024

SAP is the third-largest software company globally and the leading enterprise resource planning (ERP) provider. Developed comprehensive service blueprints for SAP's Corporate Marketing Office, establishing customer lifecycle baselines for key products. Successfully delivered in three months what previous service designers couldn't accomplish in nine.

• Interviewed 30+ channel leaders across marketing, sales, education, and support to document processes, challenges, metrics, and customer interaction data.

• Analyzed 30K customer interactions to create 4 comparative heat maps visualizing engagement patterns by organization type, role, channel, and content type.

• Conducted content audits and mapped marketing tactics including drip campaigns, landing pages, and social media advertising strategies.

• Correlated voice-of-customer data with marketing initiatives to quantify impact and effectiveness.

• Researched industry-specific software adoption challenges to inform strategic recommendations.

• Presented executive stakeholders with detailed service blueprints, aligning customer activity with internal operations, systems, data, and strategic insights.

Professional Development
(Career Break)

Sep 2023 - Sep 2024

Following layoff and awaiting a medical procedure with an undetermined date, I expanded my expertise in generative AI, marketing, and video production before securing an interim contract at SAP.

• Designed and market-tested an AI-powered product innovation platform concept.

• Developed an AI application that transforms business challenges into researched solutions with formatted presentation outputs.

• Provided consulting services to a design firm, creating comprehensive sales, marketing, and social media strategies.

• Led audio and video post-production for a marketing vlog series.

• Advanced capabilities in generative AI, including prompt engineering and multimodal content generation

Senior Experience Architect
Slalom Build | Slalom

Jul 2021 - Sep 2023

Slalom is perpetually named a Forbes World’s Best Management Consulting Firm. For the Build division, I specialized in resolving ambiguous client engagements and identifying opportunities through discovery research. I supported sales initiatives through strategy workshops and pitch presentations, with particular emphasis on generative AI integration. Advancement to Principal position interrupted by organizational restructuring.

• Directed discovery research and provided strategic consulting to 10 clients, establishing research and innovation operations.

• Facilitated 5 ideation and prioritization workshops, 2 focused on promoting intelligent product offerings.

• Created 5 multi-dimensional ecosystem maps and 4 service blueprints identifying critical client challenges.

• Produced 6 trend reports on omnichannel auto purchasing, post-pandemic engagement, financial fraud detection, and retirement planning for mass-affluent segments.

• Developed 2 video narratives showcasing generative AI applications in retail packaging and real estate marketing.

• Led 3 client intake and strategy workshops, 2 sales demonstrations, and a company open house.

Envision Lead
Envision | Wells Fargo

Jul 2019 - May 2021

Wells Fargo’s Envision team supported business development by identifying experience opportunities and generating strategies for future products and organizational capabilities. I provided consultative services to line-of-business leadership and product management. I directed design strategy through aspirational visions that established direction, aligned stakeholders, and secured project funding.

• Conducted SME interviews and trend analysis resulting in 4 perspective documents addressing internal capabilities and market expectations.

• Facilitated 6 cross-functional ideation workshops (both in-person and virtual) to generate innovative concepts, identify opportunities, and build consensus.

• Developed value propositions and synthesized concepts into aspirational narratives for customer validation.

• Managed concept testing and sentiment analysis to strengthen product value propositions.

• Created 2 visual pitch presentations enabling sponsors to secure capital and executive support.

• Developed multi-staged product strategies guiding implementation planning.

Vice President, Research & Insights
Advisor & Investor Experience (AIX) | LPL Financial

Jan 2018 - Jun 2019

LPL is the largest independent broker-dealer for financial advisors in the US. I led strategic research initiatives and consumer trend analysis within the AIX team, translating complex financial advisor needs into future product visions while driving cross-functional alignment.

• Executed 11 research studies and delivered 3 trend forecasts focused on experience market developments and emerging affluent segment opportunities.

• Facilitated 4 opportunity-framing and codesign workshops (remote and in-person) to generate and prioritize prototype-ready solutions.

• Conducted 4 market research and concept validation studies to establish viability and mitigate risk for early-stage product concepts.

• Created 3 detailed service narratives that became strategic north stars and justifications for new initiatives.

• Designed and executed four multifaceted product development studies, ensuring value proposition integrity throughout the pipeline.