I managed a global team of UX, CX, Service Design, and Industrial Design professionals across Atlanta, Dublin, and New Zealand. My responsibilities included leading customer research initiatives, defining product experience vision, and guiding execution aligned with strategic product roadmaps. As an innovation expert, I drove product design discovery efforts that resulted in four awarded U.S. patents, demonstrating a commitment to delivering differentiated, user-centered solutions at scale.
Senior Manager - Head of Consumer UX
December 2016 - March 2022
Some highlights…
Enhanced diagnostic service for Ford / Lincoln Mercury customers
B2B2C Ford & Verizon Telematics Partnership Strategy
By implementing a digital-first CX/SX/UX strategy and targeted marketing initiatives, I helped forge a successful partnership that significantly enhanced the capabilities of Verizon’s Hum platform while strengthening brand alignment with Ford and Lincoln Mercury. My leadership on this project drove measurable improvements in customer satisfaction and retention, and also contributed to increased revenue for Ford and Lincoln Mercury service centers.
Results
$1M+ increased revenue in less than 3 months; exceeding expectations by $500K and 6 months.
Pedestrian vulnerability
Vulnerable Road User (VRU) - Active Safety Application Strategy
Providing product experience strategy and design to keep pedestrians safe.
By leveraging our powerful cellular-capable devices, we move beyond simple productivity and entertainment to enhance roadway safety in innovative new ways. Whether through real-time traffic updates, pedestrian detection technology, or other cutting-edge features, our product solutions are designed to keep pedestrians safe and secure at all times.
I was responsible for the entire Human-Computer Interaction strategy, product design, and testing of the customer experience for our GTM innovation pitch. This included pedestrian behavioral analysis, cognitive motor-skill evaluations, audio and haptic feedback mechanisms, as well as key enablement strategies.
Results
First mobile 5G V2N collision avoidance solution that has resulted in key OEM partnerships with Honda, Volkswagen, Nissan, and Ford
Revolutionizing the transportation industry
Driving Innovation: The Future of Connected Mobility Technologies
Connected mobility technologies are transforming the transportation industry and improving the lives of millions worldwide. Recognizing the need to address the limitations of traditional transportation systems, I spent the past five years leading product design strategy within a highly collaborative product engineering and management team. Through my leadership, we delivered innovative solutions across a diverse range of connected mobility applications, accelerating product development and creating meaningful value for both customers and the business.
Results
In addition to leading numerous product discovery initiatives, my work directly contributed to the development of four valuable U.S. patents. These patents underscore my ability to drive innovation, protect intellectual property, and deliver substantial business value.:
US Patent - No. US 11,210,952 B2 - Systems and Methods for Controlling Vehicle Traffic
US Patent - No. US 10,819,889 B1 - Systems and Methods for Avoiding Intersection Collisions
US Patent - No. US 11,012,873 B1 - Systems and Methods for Utilizing Time Series and Neural Network Models to Deploy Autonomous Vehicles for 5G Network Coverage Gaps
US Patent - No. US 11,023,939 B2 - Method, Device, and Computer-Readable Medium for Smart Refueling Event Management
Keeping track of your loved ones
The Dilemma of Disjointed Consumer Products: A Call for Integration and Consistency
I identified an opportunity to improve the cohesiveness of our consumer applications and championed an app unification initiative to enhance scalability and increase brand efficiency across Verizon's suite of tracking apps. This effort aimed to reduce complexity, minimize technical debt, and eliminate brand inefficiencies, while also strengthening customer lifecycle integration and overall brand cohesion.
Results
The proposed app unification strategy was projected to save nearly $2 million annually by streamlining engineering support from four separate teams into one and eliminating redundant marketing campaigns for multiple apps. By consolidating resources and optimizing our approach, this initiative not only reduced costs but also increased operational efficiency and strengthened our overall brand presence.
Capturing the “What just happened?”
Strategic Product Discovery: Consumer Dashcam
Extended Verizon's portfolio of automotive IoT mobility products by leading a strategic product discovery team in creating the first consumer dashcam product. Our goal was to expand Verizon's automotive offerings further and provide a comprehensive solution that could provide valuable evidence in the event of an accident or incident on the road.
I led every aspect of this product discovery initiative, overseeing qualitative and quantitative customer research, fake-door testing, and comprehensive competitive analysis. My responsibilities spanned industrial and digital product design, brand development, and creating a seamless out-of-box experience. This end-to-end ownership ensured that our solutions were strategically informed, user-centric, and differentiated in the market.
Results
Design and pitch efforts led to the green light and Verizon's first in-house consumer Dashcam product.
