Direct responsibility for managing a team of UX/CX/SD and Industrial designers in Atlanta, Dublin, & New Zealand, performing customer research, setting product experience vision, and execution against defined product roadmaps. Innovation expert leading product design discovery efforts earning 4 patents.
Senior Manager - Head of Consumer UX
December 2016 - March 2022
Some highlights…
Enhanced diagnostic service for Ford customers
B2B2C Ford & Verizon Telematics Partnership Strategy
Through effective digital-first CX/SX/UX strategy and targeted marketing, we were able to create a win-win partnership that not only enhanced Verizon’s Hum platform capabilities but also strengthened the relationship between Verizon’s brand and Ford/Lincoln. My leadership in this project resulted in a significant increase in customer satisfaction and retention rates, as well as a boost in Ford/Lincoln service center revenue.
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're able to go beyond simple productivity and entertainment to support roadway safety in new and innovative ways. Whether it's 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.
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 have the potential to revolutionize the transportation industry and improve the lives of millions of people around the world. One of the primary drivers of connected mobility innovation work is the need to solve the challenges faced by traditional transportation systems. Over the course of 5 years working across a collaborative product engineering and management team, I led the product design strategy to deliver product innovation across a wide variety of connected mobility applications.
Results
Beyond countless product discovery efforts, the work resulted in intellectual copy covered in 4 valuable US patents:
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 sponsored and led an app unification initiative to enhance scalability and improve brand efficiency across Verizon's family of tracking apps. This was done to reduce complexities, technical debt, and brand inefficiencies, while also improving customer life-cycle integration and brand cohesion.
Results
The proposed app unification strategy anticipated a savings of nearly $2 million in annual costs by consolidating the required engineering support needed from four different groups into one, and removing duplicative marketing campaigns used to support separate apps.
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.
Results
Directly responsible for all aspects of this product discovery effort including Qualitative and Quantitative customer research, fake-door testing, competitive analysis, industrial design, full digital product design, branding requirements, and full out-of-box experience.
Efforts led to the green light and Verizon's first in-house consumer Dashcam product.
These are just some high-level examples of the amazing achievements during my tenure at Verizon.
See other companies I have had the privilege of working with.