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Career Experience

A path through fintech, healthcare, telecom, and medical operations. Always the same throughline: redesign the experience, move the metrics that matter. 

Work Experience

2019-2026

SS&C Technologies

Global Director - Head of Product Strategy, User Experience Design and Modernization Strategy

 

  • Led global product and experience design across investing, securities accounting, risk analytics and regulatory reporting.

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  • Drove a multiyear modernization strategy consolidating legacy financial applications into a single could native platform. 

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  • Spearheaded the redesign of the intelligent automation platform where it's projected to increase from $80M to $400M

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  • ​Led AI integration strategy across future products and services

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  • Created a central global design system 

2018-2019

UnitedHealth Group

Senior Consultant - Customer Experience Design, Strategy and Innovation

 

  • Led digital transformation of healthcare engagement models, reducing unnecessary ER visits 

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  • ​Converted manual processes to self service digital processes to improve medication adherence

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  • Led a personalization initiative spanning behavioral, medical, and financial data across a 50M person customer base. 

2016-2018

T-Mobile (formerly Sprint)

Manager - Holistic Customer Experience Design, Strategy & Innovation

 

  • Established two "test and learn" retail pilot districts across 22 stores to trial multichannel concepts. 

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  • Built an online customer feedback community to 50,000 members in three months that resulted in speeding up the design cycle 35%

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  • Directed contracted McKinsey & Accenture teams to redesign low-satisfaction customer micro engagements. 

2013-2016

KC Eye Specialists Ophthalmology / Discover Vision Centers 

Operations Manager - Medical Practice Management 

 

  • Increased revenue 28% by redesigning clinic operations and the patient checkout experience. 

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  • Improved customer retention 100% through a new clinic checkout process. 

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  • Led a practice merger and relocation, completed on time and under budget.  

2009-2013

Hearing Lab Technology, Omron Healthcare, All American Hearing

Consulting, Sales Engineering & District Management 

 

  • Ran User Experience research including A/B testing, on audiometer software increasing  division business 55%.

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  • Reduced service appointments 65% and equipment returns 45% through better designed device workflows. 

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  • Turned around underperforming district office to profitable within 8 months. 

2006-2009

GT Enterprises

Office Manager - Business Operations & Human Resources

 

  • Led a team of 80 people across operations, human resources, payroll and compliance. 

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  • Redesigned internal processes, increasing bottom line revenue 65% and retail division profit of 25% 

2000-2006

Strategic Property Associates, Pinnacle International 

Property Inspections & Business to Business Sales

 

  • Regional Inspector and quality assurance analyst at Strategic Property Associates 

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  • ​Sales representative and business development trainer at Pinnacle International​

Education & Certifications

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  • Masters Business Administration, California Coast University 

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  • Bachelors of Science in Healthcare & Business Administration, California Coast University

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  • Graduate studies, Psychology, California Coast University 

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  • ​Lean Six Sigma Certified

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  • Sandford D-School Design Thinking - Sprint Certified

Boards & Committees

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  • Previously - NISCA Strategic Leadership Forum, Planning Committee

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  • Previously - SS&C Technologies Genterative AI Governance Board

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  • Previously - SS&C Technologies AI Leadership Advisory Council 

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  • Previously - Blue Prism Center of Excellence - Innovation Advisory Board

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