Enterprise Innovation Through Strategic CX and AI-Driven Insights
Global Service Ecosystems Framework
AI/ML as CX Accelerators
Customer Experience KPIs
Experience North Star
Modular Design Ecosystem
Service Design for Ecosystem Interoperability
Voice of Employee (VoE) Loop
Experience Governance
Contextual Inquiry & User Research
Search & Navigation Optimization
Jobs-to-be-Done (JTBD)
Personalization & Journey Mapping
Trade Compliance Risk Management
CX Global Guidelines & Standards across all Channels / Platforms
Healthcare Tech
R&D’s Global Material & Trade Controls Solution with AI/ML to optimize and standardize global material classification, shipping and overall supply chain to accelerate the discovery and development of new treatments.
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FinTech
EAI Credit View Solution: Led the UX strategy and design with AI/ML for Moody’s EAI Credit View solution, a financial data analytics platform that provides direct access to Moody’s data and models to unlock fast, tangible insights across credit analysis, research, origination, monitoring, driving 246% adoption.
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FinTech & AI / Analytics
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GS Equity Sales CRM SaaS Solution: A CRM enterprise-level SaaS solution with ML capabilities to provide GS Equity Sales teams greater client personalization, improve customer targeting of products and services with greater operational efficiency.
FinTech
Product Design / Design System / Mobile / CRM / Brand Identity / Taxonomy / UX/UI Design / Information Architecture
Dates: 2015–2021
FinTech
Product Design / Design System / Mobile / Framework / User Research / Service Design / UX/UI Design / Information Architecture
Dates: 2013–2015
Business Challenge: A lack of a strong web presence made it difficult for global marketing teams to offer Moody’s products and services.
Opportunity: Redesigned MoodysAnalytics.com web and mobile experience with a new design system to maintain brand equity, with AI/ML integration to provide greater personalization for Moody’s services, research and products.
216% increase in visits, boosting business opportunities.
Business Challenge: Fragmented internal systems negatively impacting productivity, and overall business operations.
Opportunity: Led the CX strategy and design for a suite of Morgan Stanley’s enterprise solutions with a focus on self-service, greater personalization, and a new design system.
58% increase in adoption, improving overall business operations.