Résumé

2020 — 2025

Charlotte, NC

Director, UX & Design Operations

Lowe's

• Built the UX operating model — intake governance, decision rights, and a UX-Ready definition — cutting rework cycles 50–65% and lifting sprint commitment accuracy to ~80%.
• Established the AI operating model for research, content, and design: governance first, tooling second, with review gates that kept adoption out of legal exposure.
• Led the verification redesign, reordering account creation against identity verification and removing a structural drop-off from the funnel.
• Grew and mentored a team of 30+ designers, researchers, and content strategists; three promoted into leadership roles.

2015 — 2020

Charlotte, NC

Senior Manager, Experience Design

Wells Fargo

• Ran a global 24-hour design model across three regions and an $8M+ program, with parallel tracks and structured follow-the-sun handoffs.
• Introduced research protection standards that kept discovery funded through two reorganizations.
• Partnered with risk, legal, and compliance to build review paths that shortened approval time without lowering the bar.

2005 — 2015

New York, NY / Charlotte, NC

Lead Experience Designer

Enterprise & agency engagements

• Delivered 100+ projects across financial services, retail, healthcare, and public sector.
• Moved from individual contributor to team lead by building the systems other designers wanted to work inside.