Service Design User Experience

Thomas Cusimano • +1-703-***-****

• **************@*****.***

• Led service and experience design initiatives across Secure Site, NavLab, and Search, collaborating with UX strategists, designers, and marketers to deliver interactive digital experiences across web and mobile platforms.

• Designed and maintained user flows, prototypes, and wireframes for core products such as Digital Advisor, Personal Advisor System, and Mobile Platform, supporting iterative design and testing.Applied service design methods to generate insights from user behavior and site analytics, resulting in the development of new digital offerings and improved customer journeys.

• Spearheaded service design improvements based on customer experience (CX) research, translating insights into actionable product enhancements and strategic concepts for future services.

• Partnered with internal stakeholders to identify workflow inefficiencies and introduced process optimizations using Microsoft Dynamics, improving internal service operations and CRM effectiveness. User Experience Designer/ Service Designer

Vanguard

Malvern, Pennsylvania

July 2022 - October 2023

Service Designer

Philips (Royal Philips Nederland B.V.)

Amsterdam, Netherlands

November 2019 - June 2022

Professional Experience

User Experience Designer / Service Designer

Oasys International Corporation

Fairfax, Virginia

October 2023 - October 2024

• Led the end-to-end service design of a new SBA application portal, improving access and usability for small business applicants across the U.S.

• Defined project timelines and cross-functional design deliverables, ensuring alignment across multiple Agile product teams.

• Led lead stakeholder through service design workshops to surface user needs, technical constraints,

• and service delivery requirements for public-facing federal digital services.

• Mapped comprehensive journeys and process flows for both internal users and external applicants to identify and resolve systemic pain points.

• Partnered with product managers to coordinate feature rollouts within Agile sprints, ensuring research backed design decisions aligned with SBA's strategic goals.

• Contributed to a global CX transformation initiative aimed at improving patient experiences across the COPD care continuum—from hospital discharge to home-based telehealth support.

• Collaborated with cross-functional teams to design and optimize end-to-end customer journeys, ensuring seamless interactions across physical products, digital platforms, and care providers.

• Led the development of multi-channel service flows, aligning business units, medical teams, and supply chain partners to deliver consistent and accessible respiratory care services.

• Created interactive prototypes, user flows, and service blueprints to support cross-channel care experiences, bridging clinical, operational, and digital systems.

• Applied service design thinking to global supply chain management, mapping product lifecycles from manufacturing to delivery to identify inefficiencies and ensure continuity of care at scale.

• Co-designed patient support services in partnership with insurance providers, clinicians, and caregivers to enhance accessibility, adherence, and satisfaction in diverse care environments.

• Used insights from patient outreach, journey mapping, and service audits to develop region-specific engagement strategies that improved onboarding, education, and retention.

• Supported strategic brand alignment initiatives by managing influencer-led digital experiences across social media platforms.

• Collaborated with clients and influencers to co-create experiential campaigns that reflected audience insights and brand goals.

• Led planning sessions with clients to map event concepts and content strategies tied to campaign objectives and user engagement data.

Intern Social Media Strategist

Atlantic Coast Brands

Jersey City, New Jersey

June 2018 - August 2018

• Miro / Mural • Jira • Adobe Creative Suite • Process Design • Microsoft Office • Service Blueprinting • Visual Storytellling

• Research Analysis • Workshopping• Agile • Progressive Design Experience Journey Mapping • Protoyping • Wire-Frames Skills

Education

Bachelors of Fine Arts in Service Design

Savannah College Of Art and Design: Graduated 2018

• http://www.cusimanotom.com

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