Resume

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Work Experience

2019 – Now

Leading a team of 14 designers (11 direct, 3 dotted line) on crafting user experiences for prospects, customers, and internal service delivery team.
We empower customers, partners, and customer success teams to do their best work so that they can achieve their business goals with ServiceNow and get faster return on investment.

Lead team of six designers; responsible for roadmap strategy planning, resource planning, interviewing and mentoring designers, facilitating team building and learning activities, and running day-to-day design operations
Launched ServiceNow Impact in Jan 2022, a premium customer success service, that became the most successful launch in company history
Facilitated strategic alignment discussion and constructed a shared product vision to drive digital experience with business, product management, and engineer stakeholders; amplified lean UX mentality to ensure concept to launch in 11 months
Streamlined design handoff and established a design system with reusable patterns across five agile scrum teams (5 product owners, 40+ engineers)
Advocated for an insights-driven process in partnership with UX research and shifted the development process to be more inclusive of design and research

Launched seven end-to-end service portal app templates that provide predefined content and best practices to satisfy a variety of business use cases in a low-code/no-code environment
Designed and co-authored 15+ component specs and usage guidelines for the service portal framework in the 2021 Q1 Quebec release

2019 – 2022

Developed course material and taught undergraduate students on interaction design, classes include:
- Intro to Interaction Design
- Prototyping
- Systems Thinking
- Trans-discipline sponsored project with Lenovo (mix of Interaction/Industrial majors)

2017 – 2019

Launched vacation rental search in Mar 2019, oversaw a brand new vertical expansion for the core hotel search product from concept to launch
Launched hotel search on mobile in Feb 2018, helping travelers to explore and find a place to stay with confidence; increased revenue (+16%) and conversion rate (+20%)
Improved ads experience to boost user trust with more explicit hotel results; increased hotel impression (+10.76%) and revenue (+12.63%)
Led interaction design, visual design, and information architecture on an attribute management system that enables hotel owners to edit amenities and services provided to their hotel listings, reaching ~200k more hoteliers on Google My Business
Managed two design interns (both successfully converted to full-time)
Pitched and led internal hackathon and design sprints across three offices

2015 – 2017

Defined UX/UI direction for Samsung’s visionary concepts for home appliances, large-format displays, TV & audio, and smart home devices
Planned cross-functional ideation workshops with senior leadership team to identify new opportunities, define product strategy, and refine value propositions based on market insights and emerging technologies
Built and presented 4+ functional prototypes to executive stakeholders, successfully earning greenlight for the team to lead the development effort for go-to-market strategy
Established high-level product definition and experience for Family Hub refrigerator (awarded CES 2016 Best Innovation Award)
Oversaw vendor relationship and development of an appliance-compatible Android proof-of-concept app, which later was incorporated into the SmartThings app

2012 – 2015

Oversaw interaction design, delivered varying fidelity design prototypes, and partnered with engineers for 10+ product launches
Led multiple sprint kickoffs and facilitated workshops to define product strategy and vision, identify user pain points, and develop roadmaps for clients ranging from payment service provider, e-commerce fulfillment system, education tool for students, tech retail CMS, and more
Mentored 3+ interns and junior designers

2013 – 2014

Developed course material and taught four trimesters of undergraduate interaction design courses for senior students, covering research, design, and prototyping

2013 – 2013

Mentored and provided design guidance to 2 classes of 20+ students (mid-career professionals)
Moderated community tech events and spoke on five panels about user experience

2011 – 2012

Designed end-to-end experience for cross-platform music-learning app, from playing mode to store-purchase flows.
Designed application UI for instrument tuner, sheet music editor, and augmented-reality drum set.
Mentored 2 interns

Certified System Administrator
ServiceNow, Jul 2022

Certified ScrumMaster (CSM)
Scrum Alliance, Apr 2021

Certified Scrum Product Owner (CSPO)
Scrum Alliance, Oct 2019

CORe: Credential of Readiness, Pass with Honors
HBX | Harvard Business School, Apr 2017

Bachelor of Fine Arts with Honors in Graphic Design
ArtCenter College of Design, 2007 – 2010