I’m a multi-disciplinary customer experience strategist, service designer, and mixed-methods researcher who helps organizations make sense of complex customer ecosystems.
My work focuses on understanding how people, products, services, systems, and organizations interact — then translating those insights into clearer strategies, journeys, service models, and experiences teams can act on.
Over the past 14+ years, I’ve worked across automotive, energy, financial services, healthcare, insurance, housing, retail, and digital ecosystems. These experiences have shaped how I approach problems: by looking beyond isolated touchpoints to understand the broader relationships, behaviors, constraints, and moments that influence the customer experience.
I’m especially drawn to ambiguous challenges where the problem is not fully defined yet. I enjoy helping teams ask better questions, reframe assumptions, synthesize research, and align around what matters most. Whether I’m mapping an end-to-end journey, facilitating a workshop, testing a new concept, or translating insights into product and service recommendations, my goal is to help teams move from uncertainty to clarity.
I work best in collaborative environments where research, creativity, strategy, and execution come together. I believe strong customer experiences are built by connecting human needs with business goals and operational realities — and by creating the frameworks that help teams deliver with purpose.
What I Bring
•Service Design & Systems Thinking — mapping how people, processes, channels, and technologies connect across complex ecosystems.
•Mixed-Methods Research — combining qualitative insights, behavioral signals, VOC, survey data, and market research to uncover meaningful opportunities.
•Customer Experience Strategy — translating insights into journeys, service blueprints, experience principles, roadmaps, and future-state concepts.
•Cross-Functional Facilitation — helping product, design, engineering, marketing, operations, and leadership teams align around customer problems and shared priorities.
•Product & Innovation Mindset — balancing desirability, feasibility, viability, and execution to move ideas from concept to real-world impact.
•Service Design & Systems Thinking — mapping how people, processes, channels, and technologies connect across complex ecosystems.
•Mixed-Methods Research — combining qualitative insights, behavioral signals, VOC, survey data, and market research to uncover meaningful opportunities.
•Customer Experience Strategy — translating insights into journeys, service blueprints, experience principles, roadmaps, and future-state concepts.
•Cross-Functional Facilitation — helping product, design, engineering, marketing, operations, and leadership teams align around customer problems and shared priorities.
•Product & Innovation Mindset — balancing desirability, feasibility, viability, and execution to move ideas from concept to real-world impact.
