Experience

Digital Experience

Experience Design Manager

Wells Fargo  |  Merchant Services  |  Charlotte, NC  

Led a diverse team of designers, content specialists, and design system architects within the Merchant Services division to deliver user-centered solutions that enhanced customer satisfaction and engagement. By driving forward-thinking design strategies and collaborating with cross-functional teams, I ensured the seamless execution of high-quality projects aligned with business objectives. Through design thinking, Agile methodologies, and hands-on contributions, I spearheaded innovative solutions, improved performance metrics, and set new industry standards in merchant onboarding experiences.

  • Team Leadership and Development
    Led a cross-functional team of designers and specialists to create user-centered design solutions, enhancing user engagement and satisfaction.
  • Strategic Design Execution
    Implemented innovative design strategies aligned with business goals, driving performance metrics and product success.
  • End-to-End Design Oversight
    Managed all stages of the design lifecycle to deliver high-quality projects on time.
  • Cross-Functional Collaboration
    Partnered with product, Agile, and engineering teams to integrate design thinking into development processes.
  • Thought Leadership in Design
    Contributed to advanced UX concepts while ensuring alignment with branding, accessibility, and information architecture.
  • Process Optimization
    Applied design thinking and Agile methodologies to deliver industry-leading merchant onboarding solutions.
  • Individual Contributor 
    Additionally, provided creative direction, product design, ideation, deliverables, user research, and agile ceremonies while also serving as design team manager.
  • Team Leadership: Managing and mentoring cross-functional teams of designers and specialists.
  • User-Centered Design: Creating solutions focused on user needs and enhancing engagement.
  • Strategic Design Execution: Developing and implementing design strategies aligned with business objectives.
  • End-to-End Design Lifecycle Management: Overseeing research, ideation, prototyping, testing, and implementation.
  • Cross-Functional Collaboration: Working with product managers, Agile teams, and engineers to embed design thinking into development processes.
  • UX Thought Leadership: Driving advanced UX concepts, frameworks, and cohesive design systems.
  • Agile and Design Thinking Methodologies: Optimizing processes and ensuring efficient delivery of solutions.
  • Creative Direction: Guiding design aesthetics, ideation, and product innovation.
  • User Research and Analysis: Conducting research to inform design decisions and validate user needs.
  • Prototyping and Interaction Design: Developing prototypes and interaction models to support user flows and functionality.
  • Stakeholder Engagement: Communicating effectively with stakeholders to align goals and ensure project success.
  • Process Optimization: Streamlining workflows through Agile and iterative design practices.

Senior Product Design Lead

Wells Fargo  |  Merchant Services  |  Charlotte, NC   

I led the modernization of Merchant Services Onboarding, leveraging advanced analytics and user-centered design strategies to improve satisfaction, adoption, and task completion rates. By aligning project goals with business and user needs through Agile methodologies, I enhanced team agility and market adaptability. As a mentor and advocate for innovation, I fostered a culture of continuous learning while implementing best practices in design thinking. My cross-functional expertise in stakeholder engagement and digital tools drove optimized user acquisition and retention, delivering impactful and measurable results.

  • Digital Transformation Leadership
    Led the modernization of Merchant Services Onboarding, improving user satisfaction and task completion while setting performance benchmarks through advanced analytics.
  • User-Centric Product Development
    Refined onboarding experiences with research, usability testing, and cutting-edge design strategies, driving higher adoption rates and positive user feedback.
  • Stakeholder Collaboration
    Aligned project goals with business and user needs through Agile methodologies, improving team agility and market adaptability.
  • Team Mentorship and Innovation
    Promoted a culture of learning and innovation by mentoring design teams and establishing design thinking best practices.
  • Cross-Functional Expertise
    Enhanced outcomes by combining expertise in Agile, stakeholder engagement, and digital tools to optimize user acquisition and retention.
  • Digital Transformation and Modernization: Leveraging advanced analytics to enhance user satisfaction and performance benchmarks.
  • User-Centered Design and Development: Conducting research, usability testing, and implementing innovative design strategies to optimize user experiences.
  • Agile Stakeholder Collaboration: Aligning project goals with user and business needs to improve team agility and adaptability.
  • Mentorship and Innovation Leadership: Fostering a culture of learning, guiding design teams, and promoting design thinking best practices.
  • Cross-Functional Expertise: Integrating Agile methodologies, stakeholder engagement, and digital tools to enhance user acquisition and retention.

Senior Product Designer Lead

Wells Fargo  |  UXD Payments Team  |  Charlotte, NC  

As a Payments SME and Experience Design leader, I drove innovative digital payment experiences across Wells Fargo’s platforms, improving user engagement and streamlining journeys across devices. I led high-visibility projects, including the redesign of Cross Borders Online Wires and Bill Pay Desktop, leveraging responsive design and usability testing to enhance functionality and satisfaction. With expertise in blending aesthetics and functionality, I delivered exceptional user-centric solutions, spearheading payment innovations like Vendor Payments API, Photo Bill Pay, and mobile transfer optimizations to elevate Wells Fargo’s digital ecosystem.

  • Payments SME Leadership 
    Served as a subject matter expert, driving innovative digital payment experiences across Wells Fargo’s platforms through the Experience Design Group.
  • User Engagement Optimization
    Improved user experiences by integrating advanced payment solutions and streamlining customer journeys across multiple devices.
  • Agile Design Leadership 
    Delivered exceptional customer experience solutions as an Experience Design Product Designer, blending functional and aesthetic elements for Wells Fargo’s digital properties.
  • Complex Digital Project Execution 
    Led high-visibility projects for both public and secure banking services, creating user-centric designs to enhance the digital banking ecosystem.
  • Cross Borders Online Wires Redesign 
    Revamped the platform with responsive design in React, addressing pain points and introducing usability-tested functionalities.
  • Bill Pay Desktop Redesign 
    Overhauled the interface with user-focused enhancements, validated through prototype usability testing, resulting in greater user satisfaction.
  • Diverse Payment Innovations 
    Spearheaded projects such as Vendor Payments API, Photo Bill Pay, and mobile transfer optimizations, showcasing expertise in technology and design thinking.
  • Payments Expertise: Driving innovative digital payment experiences as a Subject Matter Expert.
  • User Engagement and Journey Optimization: Enhancing experiences through advanced payment solutions and streamlined multi-device customer journeys.
  • Agile Product Design Leadership: Delivering functional and visually compelling solutions for complex digital properties.
  • User-Centric Design Execution: Managing high-visibility projects to improve banking experiences for public and secure environments.
  • Responsive Platform Redesign: Revamping online services using responsive design principles and usability testing.
  • Interface Overhaul: Improving desktop interfaces with user-focused enhancements validated by prototypes.
  • Innovative Payment Solutions: Leading advancements like Vendor Payments API, Photo Bill Pay, and mobile transfer optimizations.

Senior Information Architect

Fidelity Investments  |  UXD Group  |  Raleigh, NC  

I optimized client engagement by integrating employee feedback into retirement plan and benefits designs, aligning offerings with business objectives and user needs. Leading user experience strategy within cross-functional teams, I set new standards for excellence through comprehensive UX documentation, including briefs, wireframes, and prototypes. By conducting in-depth research and creating user-centric scenarios, I delivered tailored, engaging designs. Through collaborative design sessions, I fostered innovation and teamwork, ensuring superior interaction designs that exceeded client expectations.

  • Client Engagement Optimization 
    Enhanced retirement plan and benefits designs by integrating employee feedback, aligning offerings with client needs and business objectives.
  • Information Architecture Leadership 
    Directed user experience strategy within cross-functional teams, ensuring alignment with client goals and setting new standards for excellence.
  • User Experience Documentation 
    Developed UX briefs and guiding principles to ensure all design elements adhered to best practices, improving usability and client satisfaction.
  • Comprehensive Design Artifacts 
    Produced wireframes, prototypes, and other documentation to streamline communication, enable rapid iteration, and ensure functional, visually appealing designs.
  • User-Centric Research 
    Conducted detailed analyses to create scenarios and use cases, delivering engaging designs tailored to user needs and expectations.
  • Collaborative Innovation 
    Led design sessions fostering teamwork and creativity, resulting in superior interaction designs that exceeded client expectations.
  • Client-Centric UX Strategy: Aligning designs with user feedback and business objectives for optimized solutions.
  • Information Architecture Leadership: Defining user experience strategies and setting excellence benchmarks.
  • UX Documentation Expertise: Crafting UX briefs and guidelines to improve usability and design consistency.
  • Design Artifact Creation: Producing wireframes, prototypes, and visual assets to streamline iteration and communication.
  • User Research and Analysis: Developing scenarios and use cases for engaging, user-focused designs.
  • Collaborative Design Innovation: Leading team sessions to foster creativity and deliver superior interaction designs.

Senior Interaction Design Lead

Wells Fargo  |  CX Design Team  |  Charlotte, NC 

I led the customer experience strategy for Wells Fargo’s web and mobile banking platforms, aligning business goals with user needs to enhance engagement and satisfaction. By collaborating across teams, I developed comprehensive design frameworks, including user flows and prototypes, while managing stakeholder communication to ensure project success. I delivered innovative banking solutions, such as secure credit card claim uploads and multi-device push notifications, and spearheaded major projects like Business Rewards and Money Movement features. Leveraging competitive analysis and digital trends, I consistently elevated interaction design and set new standards for customer experience excellence.
  • Leadership in Interaction Design 
    Directed customer experience strategy for Wells Fargo’s web and mobile banking platforms, aligning business goals with user needs to enhance engagement and satisfaction.
  • Cross-Disciplinary Collaboration 
    Coordinated efforts across teams to define and elevate the customer experience, applying user-centered design principles to guide project tasks and milestones.
  • Comprehensive Design Frameworks 
    Developed detailed scenarios, user flows, and prototypes to ensure adherence to best practices and internal standards.
  • Client and Partner Liaison 
    Managed stakeholder communication and resolved issues to drive project success and ensure alignment with objectives.
  • Innovative Banking Solutions 
    Delivered first-of-their-kind features like secure credit card claim uploads and multi-device push notifications, advancing digital banking experiences.
  • Major Project Execution 
    Led the design and prototyping of key features, including Business Rewards, Money Movement functionalities, and new credit card offerings, across multiple platforms.
  • Insight-Driven Design 
    Applied competitive analysis and digital trend research to create interaction designs that set new benchmarks for customer experience excellence.
  • Interaction Design Leadership: Shaping customer experience strategies to align business objectives with user needs.
  • Cross-Functional Collaboration: Coordinating multidisciplinary teams to enhance user-centered experiences.
  • Design Framework Development: Creating user flows, scenarios, and prototypes aligned with best practices.
  • Stakeholder Engagement: Managing communications to ensure project alignment and successful outcomes.
  • Innovative Digital Banking Solutions: Introducing groundbreaking features to enhance customer interactions.
  • End-to-End Project Execution: Leading design and prototyping for key digital banking functionalities.
  • Data-Driven UX Decisions: Utilizing competitive analysis and trends to set new standards for customer experience.

Additional Experiences

Senior Digital Design Consultant

Wachovia, Retirement Services – Charlotte, NC

UX/UI Design of a internal online web application for onboarding that included a custom Content Management System (CMS)

User Experience  |  User Interface  |  Frontend Development  |  Project Lead  |  Agile Scrum Master

Senior Digital Design Consultant

Scientific Research Corporation, Dept. of Defense, SPAWAR – Charleston, SC

UX/UIU Design of portal and dashboard for commanders to view the readiness of their US Navy Fleet

Digital Consultant  |  User Experience  |  User Interface  |  Prototyping

Owner, Principle Digital Consultant

Respun Interactive – Charlotte, NC

Digital consulting, branding, portal, web, and digital design for Oracle, O’Charley’s Restaurant, GE Capital as well as many other small and medium size businesses.

Consulting  |  Web Design  |  Branding  |  Frontend Development  |  Content Management System

Creative Director / Digital Consultant

Titan Technology Partners – Charlotte, NC

Creative Director and digital consultant providing branding, and design for online experiences.

Consulting  |  Creative Direction  |  Web Design  |  Branding  |  Multimedia  |  Digital Tools

User Interface Designer / Front-end Developer

Bank of America, Strategic Technology Group – Charlotte, NC

Research and design of future technologies including the design of Bank of America’s first web-ATM.

User Interface Design  |  Web Design  |  Branding  |  Frontend Development  |  Presentations

Other previous work experiences include years of creative, graphic design, illustration, art direction, branding, and presentations for websites, portals, intranets, print, advertising, publications, trade shows, and video (including storyboards, production, and direction).

DIGITAL EXPERIENCE

Snapshot

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