Led the enterprise UX research function through a period of significant organizational growth — building a practice that went from fragmented capability to strategic infrastructure across store, selling, operations, and supply chain.

• Grew the team from 3 to 21 researchers — built every people system from scratch: hiring criteria, leveling frameworks, onboarding, coaching, and quality review
• Identified 7-to-9-figure revenue and efficiency opportunities each fiscal year through embedded research programs across the enterprise portfolio
• Corrected a flawed protection-plan experiment that had indicated treatment failure — recovering a significant revenue opportunity the business had written off
• Led AI research programs across associate assistants, inventory planning, and adoption trust — spanning field studies, surveys, and concept validation as the product landscape changed
• Cut time-to-insight 20 to 60 percent through panel infrastructure, AI-assisted synthesis, and shared tooling that let researchers run instead of stop and rebuild

Led research and experience strategy engagements for enterprise clients navigating platform transformation — banking modernization, fintech product strategy, telecom experience redesign.

• Brought the CEO of a global tax firm into the research process for the first time — the findings shifted organizational strategy and contributed to a major platform engagement
• Replaced opinion-driven roadmaps with customer evidence across banking, fintech, and enterprise SaaS clients at the moment investment decisions were being made
• Built and standardized a consulting research practice — methodology, quality frameworks, delivery expectations — that scaled across engagements without losing rigor
• Facilitated executive immersion workshops where customer evidence, not internal assumption, became the foundation for product and investment decisions

Led research and strategy for enterprise clients across financial services, tax, logistics, telecom, and supply chain — turning field evidence into product direction.

• Mapped Sprint's omnichannel experience across retail, digital, and contact center — built the first shared prioritization framework across all three channels and grounded Sprint's next-generation platform strategy in customer evidence
• Found a supply chain error pattern at a global apparel retailer that nobody had documented — a behavioral workaround with real financial exposure — and translated it into two platform solutions that caught the problem before it shipped
• Established discovery-first research at MUB/MUFG, shifting teams from validation-only to genuine inquiry at a critical point in their modernization program
• Delivered future-state experience frameworks for Fiserv's core banking platforms — built from field research across branch, teller, and contact-center operations, not conference room assumptions

Conducted field and evaluative research across banking, retail, logistics, and telecom — informing platform modernization and greenfield product development.

• Mapped SMB operator workflows for a freight brokerage platform — surfaced systemic workarounds that had never been documented and directly informed a product overhaul
• Conducted field research inside FedEx Office locations — capturing behavioral evidence that guided retail and operations redesign at scale
• Supported core banking modernization at regional financial institutions through exploratory research, usability testing, and workflow analysis across teller, service, and core banking contexts
• Shaped early product experiences through field research and usability studies across retail, mobile, and self-service platforms

Coordinated product strategy, engineering, UX, and industrial design to bring a connected consumer product from concept to market.

• Kept a multi-discipline team aligned through a compressed development cycle — holding the thread between customer vision and technical execution across every phase

Built digital strategy and research capability at one of the largest independent advertising agencies in the country — during a period when the industry was still figuring out what digital actually meant.

• Drove measurable purchase intent lift for a national QSR brand through integrated digital and research strategy built to prove it worked, not just report on it
• Delivered meaningful traffic growth and organic reach for a casual dining brand through content and SEO strategy grounded in customer behavior
• Pitched, won, and executed a best-in-category website relaunch for a regional financial institution — designed around how customers actually make financial decisions
• Identified adoption barriers and conversion opportunities for retail and financial services brands through behavioral research and customer journey analysis