My Story &
Capsule case studies
I’ve had the privilege of leading significant digital product initiatives for some of the world’s most ambitious brands. I bring decades of diverse experience from roles across multiple disciplines, including Program Management, Product Management, Finance and Senior Leadership at globally respected firms.
UPS needed help convincing leadership to invest in a mobile app redesign. My answer was to lead a Foundation Sprint analyzing more than 50 product capabilities, which were scored, prioritized and mapped to create a holistic, and mobile-driven experience, designed to help small businesses simplify shipping + returns. The redesigned, fully native (iOS + Android) app was initially released as a beta, with frequent testing and updates, the fully-launched app experience has seen widespread adoption and has received strong reviews and ratings from both business owners and customers, exceeding industry benchmarks for satisfaction and ease of use. My team led product management and delivery for the assignment. I was instrumental in helping to sell through the Foundation Sprint, and that $250K opportunity grew to a $7.5M program.
Capital One sought to upend the banking industry by offering a new cafe-meets-banking retail concept designed to be comfortable and inviting spaces more like social and coworking spaces than traditional bank branches (which have since been advertised ubiquitously). The pilot café required close collaboration with the physical design and retail operations teams to bring a unified vision to life. My team focused on a complex, networked ecosystem designed to prove content could be managed centrally and deployed remotely. The project required a heavy technical product strategy phase followed by content strategy, design and production for the digital-to-physical experience.
I oversaw a team managing an annual $7M+ retainer for Delta Air Lines. Our work focused on developing new product features to support business goals across a sophisticated omnichannel ecosystem built around the Fly Delta mobile app, known for leading innovation in the travel industry. I directed a cross-disciplinary team that combined customer needs and business objectives within the design process, shaping the work with rigorous user testing in our on-site lab. We also had an opportunity to make improvements to the in-flight entertainment platform and digital-to-physical experiences such as digital signage programs at gates and in Sky Clubs.
Delivered a new website and mobile app, reflecting a more sophisticated movie-going experience, featuring loyalty program sign-up integrated into the check-out flow which increased program sign-ups by 30%, which helped drive increased visits leading to 7% revenue growth YoY. I managed a geographically distributed team consisting of product design and development resources. Both properties were created entirely with reusable React components to streamline development.
Oversight of annual $10M+ retainer created to provide "tent-pole" digital product experiences (like the new Play app for kids) and continuous delivery of new feature development. For example, when the pandemic hit, Chick-fil-A was losing millions of dollars in catering orders, with the severe reduction in gatherings of large numbers. The revenue loss meant finding new contactless ways to service customers. We created a Personal Web Ordering flow for desktop that launched with a 20% conversion rate, 50% higher average order values compared to the app, and over $1M dollars of revenue in the first five days of release.