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Experience

The Walt Disney Company

2021-Present

Manager, Content Design

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

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).​

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

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

Best Buy

2011-2021

Service Design Leader

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.

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

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.

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.

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

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

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

Blue Cross Blue Shield of MN

2010-2011

UX Employee Tools 

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

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

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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