Adaptability. Positivity. Empathy. Woo. Includer.
Experience
SR. SERVICE DESIGNER, PAYPAL
May 2025 – Jan 2026
Led service design strategy for small-business merchant support within a financial services ecosystem, applying systems-wide thinking across merchants, internal policy and product teams, and end customers to reduce churn and downstream support volume.
• product and service opportunities, translating findings into a prioritized strategic roadmap presented to Product and Engineering leadership.
• Led one-on-one stakeholder interviews with merchants and internal teams, building the trust needed to surface real operational needs, then applying business and financial-services acumen to turn those insights into case studies and concrete recommendations for policy, tooling, and process design.
• Delivered the company’s first end-to-end audit of the merchant experience, applying system-wide thinking to connect disconnected pain points across teams into a single issue-prioritization framework that informed executive planning and business cases.
• Researched agentic AI opportunities for merchant support and used Figma Make to rapidly explore and prototype potential AI-assisted workflows, helping teams evaluate how automation could improve support efficiency while maintaining a clear, trustworthy merchant experience.
User Experience Design Manager • Accenture Federal
Dec 2020 - Apr 2025
Led design strategy across a portfolio of federal digital products and multi-agency programs, applying systems-level thinking to connect headquarters, field teams, and end users — while building and mentoring a multi-project design team.
• Independently scoped design strategy, methodology, and altitude across three federal agencies, defining systems-thinking frameworks and research plans that connected headquarters decisions to field-level mission outcomes and regulatory requirements.
• Translated qualitative research, analytics, and senior stakeholder input into strategic roadmaps and business cases, presenting directly to senior leadership to align design work with program goals.
• Served as Design Lead for four cross-functional teams (3–12 members each), overseeing design operations across service, interaction, and visual design to ensure one consistent, system-wide experience across platforms.
• Led service design for six programs, facilitating hybrid stakeholder workshops using Miro and Mural to build high-fidelity service blueprints and journey maps — building relationships with stakeholders to understand cross-channel pain points and co-create future-state concepts together.
• Mentored eight designers through regular 1:1s, growth plans, and promotion support, strengthening the team’s research, facilitation, and strategic design capabilities; three designers were promoted during this period.
User Experience Design Associate Manager • Accenture Federal
Sep 2018 - Dec 2020
Led design strategy for an Agile UX team building mission-critical tools for a Department of Justice security agency, applying conceptual, systems-level thinking to high-stakes, field-critical workflows in an ambiguous, fast-moving environment with no fixed playbook.
• Served as Design Lead for a 5–10 person cross-functional team, independently scoping design work to run multiple sprints ahead of development and embedding service design into SAFe Agile ceremonies.
• Built direct relationships with field agents and agency leadership through in-person workshops facilitated in Miro and Mural, using those conversations to uncover operational constraints, map future-state workflows, and validate concepts against real-world, system-wide use cases.
• Established a reusable component library and interaction-pattern system in Figma that improved consistency across the platform, reducing design and development time and supporting rapid iteration.
• Turned field-agent relationships into mission impact translating their operational needs into usable, field-ready tools that helped secure multiple contract extensions and team growth.
• Selected as a Pride ERG panelist for building a psychologically safe team environment, reflecting a relationship-first, inclusive approach to leadership.
Lead UX/UI Designer • HCL Technologies
Sep 2017 - Sep 2018
I conducted user research and usability testing to deliver data-driven recommendations, significantly improving a client’s digital service and addressing user needs. Additionally, I led Human-Centered Design (HCD) teams in developing new experiences and SaaS products, including redesigning national products for millions of users and rapidly prototyping solutions for global logistics.
• Conducted user research and usability testing to inform redesigns of national digital services used by millions of users, translating insights into actionable product and UX changes.
• Led HCD teams to prototype and validate new SaaS experiences, helping clients identify new market opportunities and de-risk investments in new product lines.
• Produced three functional prototypes across two clients that demonstrated future-state concepts, directly contributing to contract wins and expanded engagements.
• Built trusted client relationships by consistently connecting UX outcomes to business metrics such as engagement, conversion, and customer satisfaction.
UX/Visual Designer • ACTIVE NETWORK, LLC
Sep 2017 - Sep 2018
Designed and optimized user experiences for ReserveAmerica.com and Recreation.gov, focusing on user research to create intuitive interfaces for millions of annual users.
• Designed and optimized user experiences for ReserveAmerica.com and Recreation.gov, improving usability and accessibility for millions of campers and outdoor recreation users.
• Planned and ran user research and usability tests, using insights to refine information architecture, search, and booking flows.
• Collaborated with product managers, engineers, and stakeholders to translate business goals and user needs into intuitive, responsive interfaces.
• Created wireframes, interactive prototypes, and user flows to communicate design intent and iterate quickly with distributed teams.
Academic Education
Southwestern Community College
2006 - 2008
California State University San Bernardino BA Graphic Design and Marketing
2008 - 2011
Awards/Honors
All-CCAA conference Honorable Mention
2009
Pup (Rookie) of the Year - CSUSB
2009
Pride ERG Panel Member
2023
Four Counselees Promoted
2020-2024
V360 Awards - UNOS
2024