I've spent my career obsessed with one question: what's the right experience for the customer that truly moves the business? Over 20 years as a design and product leader, I've driven digital transformation in both zero-to-one startups and complex enterprises—shaping multi-year strategies that propel innovation. My work has taken products from market-lagging to market-leading through end-to-end experiences that create lasting business value and meaningful change in people's lives.
I'm a passionate advocate for collaborative vision-setting—known for focusing investment where it matters most, fostering "one team" mindsets, and empowering cross-functional groups to solve the right problems at scale. I now steward Capital One's $50M+ digital investment across money management, payments, and onboarding at the heart of its consumer business.
I'm a passionate advocate for collaborative vision-setting—known for focusing investment where it matters most, fostering "one team" mindsets, and empowering cross-functional groups to solve the right problems at scale. I now steward Capital One's $50M+ digital investment across money management, payments, and onboarding at the heart of its consumer business.
Work Experience
VP, Experience Design
Consumer Spending, Payments & Growth Products
Consumer Spending, Payments & Growth Products
15M customers
$50M+ budget
5 lines of business
0% regrettable attrition
- Led Retail Bank CX strategy to deliver on Discover acquisition deal economics, driving retention of purchase volumes and deposits for 15M customers in mass debit card reissues and upcoming account migrations. Unified 5 lines of business on shared technology roadmaps, delivering 15+ new platform-level digital product investments to massively reduce customer effort and risk.
- Drove a multi-year vision across 4 lines of business to position holistic money management at the core of Capital One's mobile app. The pilot delivered an industry-leading subscription management product that reduced churn & CAC by 30%, increased referrals 20%, and saved customers $70M—earning a 2023 Fast Company Innovation by Design honor.
- Trained hundreds of associates on best practices for business cases and executive communication.
- Achieved 0% regrettable attrition amid industry-wide highs through attracting, developing, and retaining top performers.
Sr. Director, Experience Design
Credit Card Spending, Fraud & Disputes
Credit Card Spending, Fraud & Disputes
~$10B incremental volume
28% lift in day-1 logins
10 functions unified
- Orchestrated the vision for an industry-leading mobile onboarding experience giving new customers instant access to digital spending tools. Unified 10 enterprise functions on design and requirements, delivering nearly $10B in annual incremental purchase volume, a 28% lift in day-of-approval app logins, and two 2022 Fast Company Innovation by Design honors.
Director, Experience Design
Credit Card Onboarding
Credit Card Onboarding
170% digital enrollment ↑
50% activation lift
4x customer reach
- Organized a cross-functional swarm team to deliver Capital One's first omnichannel credit card onboarding strategy, driving a 170% increase in digital enrollment, 50% lift in activations, 4x improvement in customer reach, and 3x rise in account setup completions.
Sr. Manager, Experience Design
Credit Card Servicing
Credit Card Servicing
- Led design of Capital One's first digital account servicing experiences, reducing agent call volumes at scale. Co-created a multi-year product blueprint defining core digital capabilities for credit card reissues while upskilling new product managers.
UX/UI Design Lead
Bloomberg Government
Bloomberg Government
- Led zero-to-one UX/UI design from startup stage to full product maturity for a market-leading government research and workflow platform. Championed Lean UX and Design Thinking, leading workshops that shaped product strategy and strengthened cross-functional partnerships.
UX Designer, Developer & Graphics Reporter
- Crafted interactive graphics, maps, and data visualizations to showcase reporting; developed a flagship economic data tool that attracted major advertisers.
Researcher/Writer
James R. Soles Fellow
James R. Soles Fellow
- Designed interactive features and print graphics while conducting investigative reporting and writing for national publications.
Freelance Web Designer/Developer
- Designed and built CMS-driven websites for small businesses, nonprofits, and individuals.
