Crafting Connections
Throughout my career I’ve led initiatives that connect customer experience, digital platforms, marketing engagement, and design to drive meaningful business outcomes.
These initiatives span enterprise transformations, digital platform redesigns, marketing strategy development, and experience governance models — all focused on helping organizations translate strategy into experiences that scale across teams and channels.
Each initiative reflects the same core principle:
Great experiences happen when strategy, technology, marketing, and design work together.
Selected Experience
Lockheed Martin
Enterprise Experience Strategy & Transformation
Led employee experience strategy and digital engagement initiatives within OneLM Transformation, a $6.6B enterprise modernization program spanning multiple business units.
Key contributions included:
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Leading a team of five communicators and designers supporting enterprise transformation initiatives
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Aligning 30+ cross-functional stakeholders across technology, operations, communications, and leadership teams
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Establishing a communications, experience, and engagement council to support consistent experience standards across transformation releases
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Designing multichannel campaigns and digital engagement strategies that improved adoption and engagement across enterprise collaboration platforms
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Building metrics dashboards to evaluate engagement, campaign effectiveness, and transformation adoption
This work helped establish experience governance and adoption frameworks that supported a 10-year enterprise transformation roadmap.
Blue Cross Blue Shield of Ma
Enterprise Customer Experience & Digital Strategy
Led enterprise CX initiatives focused on modernizing digital healthcare experiences and improving member engagement.
Key contributions included:
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Leading CX strategy for a $6M mobile app redesign, improving App Store ratings from 1.7 to 4.5 stars•
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Modernizing critical member journeys including Eligibility & Benefits, Pharmacy, Pay for Care, and Onboarding
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Establishing enterprise CX principles and design standards used across digital initiatives
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Supporting the Integrated Consumer initiative, aligning digital experiences across member touchpoints
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Contributing to the launch of a new AI-powered chatbot designed to improve member support and reduce service friction
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Designing and facilitating CX workshops, journey mapping sessions, and cross-functional strategy alignment sessions
These initiatives improved digital engagement, member satisfaction, and contact center deflection.
The Sports Facilities Companies
Marketing Technology & Growth Strategy
Led marketing technology and digital strategy initiatives supporting 18 sports and events venues generating $28M in annual revenue.
Key contributions included:
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Implementing marketing technology infrastructure and campaign automation tools
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Developing multichannel marketing strategies across digital, web, and social platforms
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Designing marketing dashboards and analytics frameworks to improve campaign performance insights
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Supporting business development teams with digital marketing and demand generation strategies
These initiatives helped increase brand visibility and drove 20% year-over-year attendance growth.
Ogilvy & Mather
Healthcare Marketing & Client Delivery
Supported digital and integrated marketing initiatives for one of the agency’s largest pharmaceutical clients.
Key contributions included:
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Coordinating cross-functional teams delivering digital, print, and application marketing campaigns
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Implementing the agency’s first digital routing workflow, reducing project turnaround time by 20%
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Managing reporting, budgeting, and campaign delivery across payer marketing initiatives
Consulting & Advisory Work
In addition to enterprise roles, I’ve advised organizations across multiple industries on CX strategy, marketing transformation, digital experience design, and operational improvement.
Selected Clients
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Fashion & Retail: Tapestry | Coach | Kate Spade | Stuart Weitzman | Ocean of Diamonds
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Healthcare & Wellness: Blue Cross Blue Shield of Massachusetts | BusiBee Fitness
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Professional Services: Legacy Service Partners | Bailiwick Interior Design
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Food & Beverage: Orama Restaurant | Signal Beverage
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Product, Media & Arts: Snifty Global | Signs Journal | Gallim Dance
Across these engagements, I’ve helped organizations design experience-led marketing strategies, digital platforms, and operational frameworks that improve growth, engagement, and efficiency.
CORE EXPERTISE:
CUSTOMER EXPERIENCE & DESIGN:
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Customer Experience Strategy
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Journey Mapping & Journey Management
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Service Blueprinting
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Human-Centered Design
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UX Research & Experience Strategy
DIGITAL & MARKETING STRATEGY:
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Experience-Centric Marketing
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Digital & Omnichannel Transformation
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Marketing Technology Strategy
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Marketing Analytics & Consumer Insights
LEADERSHIP & TRANSFORMATION:
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Enterprise Transformation & Change Leadership
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Cross-Functional & Matrixed Team Leadership
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Process Design & Operational Strategy
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Program & Transformation Leadership
SKILLS:
Customer Experience Strategy
Digital Marketing & Transformation
Journey Mapping & Service Blueprinting
Multichannel Campaign Management
Human-Centered Design & Design Thinking
Social Media Marketing
User Experience Methodologies
Market Research & Consumer Insights
Process Improvement & Optimization
Project Management
Workshop Facilitation
AWARDS & RECOGNITION:
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ENTERPRISE TECHNOLOGY:
TECHY AWARD -
USER EXPERIENCE:
KNOWLEDGE ROCKETEER AWARD -
NATIONAL SOCIETY OF COLLEGIATE SCHOLARS
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DEAN'S LIST
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ACADEMIC EXCELLENCE
Education
DEGREES
Rutgers (The State University of New Jersey), Bachelors of Arts, Visual Arts
CERTIFICATIONS
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Nielsen Norman Group (NN/G)
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UX, Master Certified (UXMC)
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User Experience (UXC)
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Hubspot
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Inbound Marketing
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SEO
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CERTIFICATIONS
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Apple
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Apple Search Ads
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Prosci
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Change Management Practitioner
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Train the Trainer (Levels 1 & 2)
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CERTIFICATIONS
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Udemy
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Digital Marketing
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Social Media Marketing
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Coursera
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Marketing Analytics
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Tech
DESIGN
Adobe Creative Suite | Figma | Wix | WordPress | Powtoons | Balsamiq | Mural | Miro
MARTECH
Google & Adobe Analytics | Piwik | Matomo | Facebook Analytics | Hubspot | Salesforce | Social Media Platforms | Hootsuite | Mailchimp | Figma | Amplience | Mailchimp | Salesforce
BUSINESS
AirTable | Confluence | ClickUp | Microsoft Suite | Google Suite | SharePoint | Box | Dropbox | Skype | Zoom | Slack | Jira | Trello | ProjectManager.com | Basecamp | Workfront