Senior UX Designer with 5+ years of experience leading complex, enterprise-scale initiatives across financial services. Known for blending UX craft with product strategy to deliver measurable business outcomes, reduce operational costs, and improve customer satisfaction. Skilled at driving cross-functional alignment, designing scalable systems, and delivering high-impact digital experiences across multi-team environments.
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UX projects & work
U.S. Bank
Senior UX Designer
- Lead user experience for 8 scrum teams across 4 enterprisepayment products, driving alignment and accelerating delivery across theportfolio.
- Designed and launched fully digital self-service flowsthat eliminated manual processing, reduced call-center dependency, andgenerated $1.2M in operational savings within the first year.
- Created a suite of reusable, service-oriented UXcomponents adopted across multiple bank products and external vendors, enablingplatform-scale growth and reducing future development effort.
- Led UX for a new merchant payment product from discoverythrough delivery, reducing onboarding time and improving customer activationrates.
- Drove continuous UX refinement of Payments Insider throughongoing research and iteration, resulting in a 20% increase in CSAT and a 5%YoY increase in customer retention.
- Conducted user research including interviews, usabilitytesting, journey mapping, user flows, and competitive analysis to informproduct strategy and create data-driven design.
- Partnered with PM, engineering,and operations to align on requirements, technical constraints, and deliverysequencing, ensuring high-quality releases.
- Mentored university students and junior designers inUX principles, research methods, and design thinking.
Keystone Behavioral Health
UX Designer
- Delivered brand new fully mobile-responsive website, increased customer inquiries and enabled business to scale and hire additional staff to meet customer demand.
Atlanta Family Therapy
UX Designer
- Improved information architecture through user research, resulting in 8% increase in customer inquiries over 6 month period.
Shop Roam United
UX Designer
- Improved IA and mobile responsiveness; contributed to a 44% increase in web traffic and 5% sales lift over six months.
Sunnyland Farms
UX Designer
- Conducted interviews, surveys, andusability testing to redesign mobile-responsive UI, resulting in a 15%reduction in technical support calls.
Achievements
- Promoted three times in five years
- Reduced key length of stay measure by 9% year over year
- Mentored and Supervised two graduate level students
- Nominated for Clinician of the Year
Skills and tools
Design & development
A11y & Accessible design
Adobe Creative Suite
Design Patterns and Pattern Libraries
Figma
Front-end coding (HTML/CSS)
Interaction Design
Software Development Lifecycle
Universal Design
User Interface Design
UX Design Thinking/ Frameworks
Visual Design
Research
Information Architecture
Competitive Analysis
Usability Testing
User and Task Flows
Customer Journey Mapping
Recruiting Research Participants
Conducting Interviews
Contextual Inquiries & Surveys
Quantitative Research
Field Studies & Customer Insights
Qualitative Research Methods
User Experience Research
Project management
Agile/Scrum/Kanban
Product Management
Requirements Gathering
Stakeholder management
Education
General Assembly
2019-2020
UX Design
University of Georgia
2013-2015
Master of Social Work
Auburn University
2009-2013
Bachelor of Arts - Psychology