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Experience

The Walt Disney Company

2021-Present

Manager, Content Design​​
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First hire and leader standing up the Content Design team within Disney Entertainment & ESPN. 

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Partner with product, engineering, product design, experience design, UX research, graphic design, and motion design leaders to incorporate content design into the E2E design process (discover, define, design, deliver).​

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Craft cohesive narratives across brands, platforms, products, and experiences throughout Disney.com, ESPN, ESPN Fantasy, ABC, National Geographic, and Marvel Unlimited.​

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Craft brand voice and tone guidelines for ESPN, ESPN Fantasy, Marvel Unlimited, and National Geographic digital experiences.

Best Buy

2011-2021

Service Design Leader​

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Create service design blueprints to showcase E2E customer & employee journey maps that capture fracture points within each touchpoint, bring the customer voice to life, illustrate dependencies between cross-functional teams/departments, and identify areas of opportunity.

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Partner with CX & EX strategists, researchers, designers and engagement leads to help drive business objectives through discovery, envisioning, and defining in E2E, multichannel experiences.

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Partner with Business and Digital & Technology Executives in outcome based planning sessions to create customer-obsessed OKR’s that ladder up to our enterprise business strategies.

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Partner with Digital & Technology as work progresses to delivery through multiple product and project work-streams, ensuring consistency and adherence to the overall vision and E2E customer experience.

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Roles with this company

Service Design Leader, 2019-2021

Lead Experience Designer, 2018-2019 

Senior Experience Designer, 2017-2018

Experience Designer, 2012-2017 

UX Consultant, 2011-2012

Perficient, Inc.

2011-2012

UX Consultant​​
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Perficient is a global digital consultancy transforming how the world’s biggest brands connect with customers and grow their business.

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Best Buy, United Health Care, Optum Bank, Thompson Reuters. 

Blue Cross Blue Shield of MN

2010-2011

UX Employee Tools â€‹â€‹
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Partnered with Product Managers & Admins to drive strategy and design of new applications and initiatives for internal communication & collaboration tools. Partnered with Enterprise Learning and Development to train employees on how to use new tools and systems.

Certifications

Human-Centered Service Design​​
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Service design is the craft of tying together human, digital, and physical interactions over time to create a truly differentiated experience for your customers.

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Certification ID: 9501-2373682

Skills & Expertise 

  • Experience Design/Strategy

  • Brand Strategy

  • Product Design

  • Content Design

  • Content Strategy

  • Customer Research & Insights

  • Voice & Tone Creation

  • E2E Journey Mapping

  • Service Design Blueprinting

  • Product Strategy & Roadmapping

  • Design Leadership

  • Cross-channel, Cross-platform Design

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