Strategy and vision management: Led “the why” execution of 29 B2C and B2B2C applications and e-Commerce experience transformations across financial services, travel, consumer retail, hospitality, automotive, and healthcare by mapping customer insights in in-the-moment journey strategy to maintain development focus across data, technology, and product design teams for adoption: engagement, conversion, loyalty, and enterprise performance.

• $313MM contributed to Amway's $8.9B annual revenue increase in app and omnichannel e-commerce with business modeling.

• Reduced T-Mobile’s deployment costs $22MM YoY by unifying e-Commerce, In-Store POS, and cutomer support applications

• Oversaw AOR web account to envision Samsung’s NA (517MM visits) new e-commerce with eight product launch plans on 42.80 billion USD yearly revenue; $54.6 MM (N.A.) revenue lift, 16% YoY total revenue improvement and $390MM YoY commerce wallet share lift.

• Sunset two legacy applications that saved $10.7MM a year in operational, maintenance, and servicing support

• Redesigned, optimized an annual Gerdau global salesforce order management application for growth revenue from $39.8 billion to $42.5 billion in one year

• Unified Caterpillar’s global B2B-2C Dealer Salesforce pipeline improving accurate quoting 38-42% with 19.7% sales lift at $6.9BN YoY

• Change management in redesign of Prudential’s $27MM experience transformation (with $1.55T assets) through executive storytelling influence

Directed complex product portfolios over operational, regulated, and design systems spanning mobile, web, in-store, e-commerce, workforce, and CRM marketing technologies on and enterprise platforms that mapped barrier work-arounds with CX researched and business priorities on product roadmaps, PRDs, prioritized backlogs for scalable releases.

• Deployed a 0-1 design system for Nuveen’s site that accelerated development velocity 41% while defining token strategy for a 2025 rebranding launch with 97% subscription conversion, and ~212,000 new enrollments.

• Expanded an existing TIAA design system library across 95+ components to meet 100% WCAG accessibility standards in five months, migrating Angular to React cloud transformation.

• Managed United’s global App suite, improving operational efficiencies 6% (1.6MM) by reducing defects in agile releases. Researched agent change management for measured 3-point CX lift in 6 months.

• Led T-Mobile’s product design pattern unification playbook on systemized patterns that reduced development and deployment costs $22MM YoY.

Delivered and influenced $500M+ in measurable revenue and business impact through customer-centric product strategies, e-commerce optimization, CRM and personalization, journey orchestration, digital platforms, and innovation for global Fortune 500 brands.

• Led Amway’s $8.9 BN app and omnichannel e-commerce B2B2C journey vision with direct sales business transformation, lifting revenue by $313MM.

• Managed United’s global 13-app portfolio and improving operational efficiencies 6% 1.6MM quarterly by reducing defects/errors in agile releases.

• Unified Caterpillar’s global B2B-2C Dealer Salesforce pipeline from global business research, improving quoting 38% into 20% sales lift at $6.9BN YoY.

• Managed Samsung’s NA (517MM visits) e-commerce product teams with eight product launch plans; connecting UX architecture with analytical segmentation optimization toward a $54.6 MM revenue lift. Organic ROI 22%. $390MM YoY revenue.

• Innovated Prudential’s $27MM transformation ($1.55T assets) with requirements using compelling storytelling with data analysis to align leadership values.

• Provided quarterly business reports to United Airlines’ operational IT budgets and ROI for roadmap planning and cascading improvement initiatives.

Led customer and product experience transformations across financial services, travel, retail, hospitality, automotive, technology, and e-commerce, connecting customer insights, journey strategy, product management, data, technology, and design to improve adoption, engagement, conversion, loyalty, and enterprise performance.

• Led strategic journey map of B2B2C sales funnel for Amway’s $8.9 BN e-commerce and sales app roadmap with service blueprinting that lifted revenue by $313MM in a year.

• Coordinated with engineering over various apps in notification triggers across a journey management system. Research drove agent change management for measured CX lift.

• Developed and deployed my own omnichannel framework (Pivotal Moments) on Northwestern University,

• Developed and deployed my own omnichannel framework (Pivotal Moments) on Northwestern University to improve graduate student prospecting/lead gen to conversion between 73-112% over various global markets with automation and behavioral CTA measurement.

• Developed a Commerce and CRM journey funnel on Samsung including KPI measurement signals to measure campaign efficiency and optimizations.

Pioneered GenAI, agentic AI, intelligent insights, personalization, and chatbot strategies that transformed customer and frontline experiences while improving organizational CSAT/CES by approximately 32–62% and establishing responsible AI practices within regulated environments.

• Launched an AI-assisted finance management app in just 11 weeks to exceed our wealth prospecting targets to 63%, and four months early.

• Developed five data-maturity readiness heuristics for AI-driven personalization confidence scoring in segmentation and behavior patterns,

• Developed nine product CoE standards to scale product teams over global offices for autonomous decisions to meet agile delivery cycles.

• Deployed a 0-1 design system that accelerated personalization patterns by defining token strategies and documentation readiness ahead of a rebranding transformation.

Coordinated with my established cross-functional frameworks that prioritize technology deployment transformations, including product and design systems that accelerated delivery 41%, reduced engineering/deployment costs, eliminated overbuilding, and improved product velocity by approximately 15–21% YoY.

• Coordinated my own cross-functional frameworks for product transformations that accelerated timeframes 23-51% by reducing redundant engineering planning, and product velocity by approximately 15–21% YoY.

• Implemented new agile methodology at United Airlines and development efficiencies over 7 global operations units on 4 core applications with zero downtime on 4700 daily flights in 356 airports.

• Led a TIAA Jira / Confluence change management program to improve documentation maturity from 10% to 50% readiness halfway in workflow milestone.

• Identified 11 agentic touchpoints across our product pipeline and matured 5 into skills to evaluate readiness and communication across cross-functional teams.

• Improved (Adobe) Workfront intake funnel with T-shirt sizing of requests and team staffing to improve team delivery velocity by ~41%.

Built and led multidisciplinary product, experience, design, technology, and strategy teams with decision autonomy to influence C-suite stakeholder agreements across complex global organizations. Recognized for developing high-performing teams, including increasing team sentiment to 87%, establishing career-growth frameworks, and developing talent resulting in multiple promotions. 67 product team members mentored for over a decade.

• Recently hired, led, and mentored an enterprise-wide global team over 5 business units across two orgs. for 42 deployments/year in $24M+ P&L budget oversight on-target with executive-level 5-year transformation and efficiency plan milestones.

• Owned daily stand-ups and weekly executive reporting to increase customer scorecards ~32–63% over B.U. roadmaps and segmentation focus. Successful global stakeholder alignments and collaborate with federated, agile software engineering dev teams.

• Defined first enterprise-wide (TIAA and Nuveen) 8 tier career growth with HR for my team, with leveling expectations, promotional targets, including AI-fluency upskilling.

• Set T-shape competencies in project management, design, content, research, and systems skill focus for a 87% positive sentiment score by connecting individual OKRs to project performance. Zero employees resigned in three years.

• Defined a yearly OKR Framework between goals for the team, yearly projects, and individual growth goals that align with organizational KPIs and values.

• Head of a product design team at United Airlines, implementing new agile methodologies for efficiency on 7 global operations with a 13-app portfolio with complex data and delivery cycles with zero downtime: 4700 daily flights in 356 airports.

• Provided quarterly business reports to United Airlines’ operational IT budgets and ROI for roadmap planning and cascading improvement initiatives.