User Experience Financial Services

Summary

Innovative UX Director with **+ years of global experience in shaping user experience strategy and design across Financial Services, Health Care, Travel & Transportation, Retail, and Pharma & Life Sciences sectors. Proven track record in delivering impactful strategic roadmaps, prototypes, and production-ready products. Expert in crafting compelling experiences for mobile, desktop, and wearable platforms by leveraging cutting-edge technologies such as artificial intelligence and augmented reality. Adept at employing Design Thinking methodologies and dynamic leadership to foster collaborative and high-performing teams.

Professional Experience

C2 Consulting

Principal UX Design & Strategy

San Francisco, California

January 2000 – Present

• Lead and facilitate stakeholder and design workshops to align objectives, gather insights, and drive collaborative ideation, ensuring that all voices are heard and strategic goals are met.

• Develop and implement comprehensive user research strategies to uncover critical user insights, identify opportunities, and shape strategies that enhance user satisfaction and engagement.

• Integrate service design principles to enhance the overall customer experience, ensuring that all service touch points are aligned and optimized to meet user needs and business objectives.

• Design and map current and future state customer journeys, personas, and product roadmaps, delivering actionable insights and clear, strategic plans to guide product development and user experience enhancements.

• Produce detailed UX deliverables including concepts, wireframes, prototypes, and design specifications, effectively communicating user and business requirements and ensuring seamless design execution.

Charles Schwab

Product Design Leader & Strategist

May 2021 – January 2024

San Francisco, California

• Directed UX teams in the successful delivery of high-profile financial products, achieving System Usability Scale scores exceeding 80% and surpassing net new assets targets by over 15%.

• Contributed to and leveraged Schwab’s Design System.

• Led service design initiatives to enhance the overall customer journey, integrating touch points and channels to create cohesive and seamless experiences that meet client needs and business goals.

• Designed and created product prototypes in Figma and Adobe Suite.

• Collaborated with key stakeholders across the enterprise to align the needs and objectives of high-net-worth and ultra-high-net-worth clients with product strategies, design principles, and technology standards.

• Cultivated a dynamic team culture focused on experimentation, continuous learning, and cross-disciplinary collaboration among Designers, Researchers, Content Strategists, technologists, analysts, and business partners.

• Facilitated design thinking and strategy workshops with product and leadership teams to drive innovative solutions and strategic alignment.

• Developed and tested design hypotheses through rigorous user research and testing strategies to ensure user-centered design solutions.

Education

Southern Oregon University

Bachelor’s of Science, Political Science

Ashland, Oregon

Skills

Strategic Thinker, UX Evangelist, Design Thinking, UX Strategy, UX Design, Service Design, Design Leadership, Global Experience, Delivery Focused, Design Management, Lean UX, Outcome Based Design, Mobile UX Design, Innovation Workshops, User Research, Usability Testing, Journey Maps, Information Architecture, Rapid Prototyping, Enterprise Apps, Story Telling, Curious, Agile Delivery, Pragmatic, Wild Duck, Emerging Technology Designer, AI Designer, AR Designer

Tools & Outputs

Figma, Adobe Creative Suite, Post-it® Notes, Sketches, Paper Prototypes, iOS, Android, Native, Wearables, Desktop, Embedded Devices, Telematics, Wireframes, Visual Designs, Comps, Site Maps, Workflows

Certificates

IBM Design Thinking Master

Chicago, Illinois

Issued by Credly

IBM iX (Global Business Services)

Director UX Strategy & Design

January 2008 – March 2020

Chicago, Illinois

• Directed design teams in creating 8 of the 100 industry-specific mobile iOS applications as part of the Apple + IBM Partnership, revolutionizing enterprise workflows by integrating enterprise data, analytics, and AI into user-centric applications that enhanced employee interaction, learning, and performance.

• Global Innovation Consultant, leading design thinking workshops for clients, executives, and project teams. These workshops resulted in prioritized capabilities and metrics, along with actionable short-, medium-, and long-term strategic plans.

• Rapidly developed prototypes within a week, leveraging AI, AR, and other emerging technologies from IBM's research labs to create cutting-edge solutions with onboard device capabilities.

• Created and reviewed UX design deliverables across a diverse range of platforms, including mobile, desktop, wearables, and vehicles, ensuring high-quality user experiences and seamless integration with new technologies.

• Hired, led, trained, and mentored UX teams, fostering professional growth and driving team success through effective leadership and support.

• Defined, sold, planned, scheduled, and staffed UX projects, managing project lifecycles from initial concept to final delivery with a strategic and client-focused approach.

• Developed and delivered UX design training courses to over 1,000 employees globally, covering Mobile UX Design, Prototyping, and IBM Design Thinking, enhancing organizational design capabilities and knowledge.

• Integrated service design methodologies to create holistic user experiences, ensuring that service touch points are aligned and optimized for both user satisfaction and operational efficiency.

Additional Professional Experience

1999 – 2007

Scient

Information Architect

Chicago, Illinois

Razorfish

Senior Information Architect

Chicago, Illinois

Volunteer Board Experience

Golden Gate Bridge, Highway and Transportation District Bus Passenger Advisory Committee

- Chair (January 2024 – Present)

- Advisory Board Member (January 2022 – December 2023)

San Francisco, California

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