Portfolio
Rocket Mortgages Refinance: Growth, and Conversion (B2C)
- Led transformation strategy to digital-first account creation and management
- Optimized top-of-funnel customer education and experience to drive conversion lift
- Leveraged digital portfolio to drive operational and change management optimization
- Delivered double-digit percent increase in client engagement and double-digit increase in conversion
Rocket Mortgages Digital Transformation: Trust and Transparency in User Experience (B2C)
- Innovated information architecture to reduce friction, increase tasks completed, and eliminate confusing or misleading jargon
- Delivered simplified end-to-end experience for all customer personas and double-digit improvement to P&L
- Drove design thinking and product prototyping to up-level product thought leadership and innovation
Royal Caribbean Mobile App: Core and Reference (B2C)
- Owned core mobile experience for Royal Caribbean's first proprietary mobile app
- Oversaw strategy and teams (~70 people) delivering multi-language support, in-app and push notifications, app branding, and code libraries
- Responsible for all aspects of net-new business unit's go to market launch across five ships, including strategy, roadmapping, delivery, deployment and incident management
Royal Caribbean Cross-Platform Expansion (B2C)
- Unified customer experience across mobile app, desktop web, and tablet kiosks both shoreside and shipboard
- Managed hardware expansion across ships' disparate technology stacks
- Ensured performance SLAs, data flow, and customer experience were flawless
Walt Disney Shanghai: International E-Commerce Expansion (B2C)
- Delivered first Chinese e-commerce web and mobile flows, generating hundreds of millions of USD in sales
- Led three (3) teams driving creative/UX design, development, and deployment of $5M of web commerce flow
- Strategized, built, and launched Shanghai Disney's first app, resulting in over 1M downloads in its first month
- Fostered deep cross-functional relationships between Chinese stakeholders and business partners to create unified vision and product experience
Walt Disney: Product Experience Enhancements and Replatformizations (B2C)
- Modernized Disney Cruise Line web booking flow through a reimagining of the user experience and a technological replatforming
- Drove analysis and competitive tear downs resulting in California Disneyland Resort's replatformization and overhaul, leading to boosts in conversion and engagement
- Assessed the unique needs of thousands of trade partners, identified which needs were unsupported, and acted as product and delivery lead for the development, delivering thirty (30) new partner web stores
Warner Brothers: Content Experience (B2C)
- Developed a Flixster-branded, cloud-based digital rights locker enabling users to stream television shows and movies
- Prepared market leaders for rollout and change management
- Launched on time in five (5) European countries and in three (3) languages
- Delivered 20k downloads in first month after launch