Making

About

I lead teams through ambiguity, turn insights into opportunities,
and shape ideas into experiences.

IC and Leader

Leader of projects, leader of teams, and an independent contributor.

Industry Breadth and Depth

Deep in healthcare and CPG, broad across pharma, tech, and telecom.

Designer at Heart

A strategist who communicates visually and makes opportunities tangible.

Skills

Strategy

Connecting business goals, customer needs, and brand promises into a strategy that's simple to communicate and easy to act on.

Facilitation

Collaborative sessions crafted to build alignment, drive decisions, and respect people's precious time.

Research

Qualitative research brought to life through customer stories that inspire empathy and move people to action.

Storytelling

Clear, compelling, human stories, structured to get to the point and make ideas stick.

Visualization

Journey maps, storyboards, service blueprints, and concept models that craft clarity.

Prototyping

AI-powered interactive prototypes that make ideas tangible, so teams can test, learn, and find the right solution fast.

Clients and partners

Healthcare

Beyond

Work

Ziploc

Turning snacking research into NFL, Marvel, and Disney partnerships.

CPG·Innovation
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Digital Fundraising Platform

Reigniting growth for a fundraising app through customer-led thinking.

CPG·Experience Strategy
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National Health Insurance Network

Co-creating a future-state vision and the sprints that brought it to life.

Health Insurance·Experience Strategy & Activation
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National Telecom Carrier

Shaping a future-facing in-store messaging experience strategy.

Telecom Retail·Experience Strategy
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Regional Health System

Defining the next generation of an app for a growing health system.

Healthcare·Digital Product Strategy
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Regional Health Insurer

Scaling customer empathy and collaboration across an entire organization.

Health Insurance·CX Culture
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Experience

2021 — Present

Director of Experience Strategy

MERGE

Leader of projects, teams, and the work itself — navigating ambiguity to bring strategy, design, and leadership together to define experience strategies that span digital, service, messaging, and retail touchpoints.

2020 — 2021

Principal & Founder

HARQ CX

Founded a customer-centered design and strategy consultancy helping cross-functional teams find focus, craft inspiring customer stories, and envision seamless experience strategies.

2016 — 2020

Director, CX Design & Strategy

BCBS Association

Founding member of a CX design and strategy group, leading cross-organizational co-creation through design thinking that translated customer needs into future-state visions across a national network of health plans.

2013 — 2016

Innovation Designer

SC Johnson

Innovation and design thinking project leader on Ziploc food storage, converging customer insight with prototyping to prove customer value, build business cases, and align brand direction.

2010 — 2013

Industrial Designer

Focus Products Group

Industrial design at the intersection of food and customer experience, leading kitchen and home products from concept through launch with major specialty retailers.

Thinking

Illustrated Collaboration Tips

A series of social media carousel illustrations to communicate tips for enhancing collaboration, facilitation, and CX strategy practices.

Articles & Posts

Published pieces and conference takeaways on customer experience strategy, storytelling, and design.

Contact

> LinkedIn
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