Human-Centered CX Strategy & Design Leader
People, Products, Platforms & Performance
CX & AI strategy leader with over 20 years in digital transformation, and the past five focused on AI-powered platforms and hybrid service models for global enterprises. A skilled cross-functional team builder, engaging design, engineering, data and operations to deliver solutions that balance innovation, governance and bottom-line business results. Known for blending strategic perspective, conceptual thinking, and meticulous execution to deliver successful complex programs. 
Sr. Director, 
CX Strategy 
& Design
Concentrix 
2022 - Present
 PK Global was acquired by Concentrix a global leader in CX in January 2020.  
AI-powered Product Owner leading a cross-functional team to deliver an AI-powered customer engagement portal integrating GenAI, personalization, conversational assistants and real-time data pipelines
Drove $60M pipeline by defining "Next-Gen Customer Care" strategy aligning CCaaS, CRM and Gen/Agentic AI to reduce cost-to-serve and improve CSAT. Positioned offering within Concentirx's global portfolio and launched at Dreamforce '24
Built $20M+ pipeline in six months as GTM lead for integrated business services that connected the newly acquired organization with broader Concentrix business, establishing critical relationships with senior leaders and clients.
Strategy and design lead on Generative AI steering committee guiding development of new AI solutions and pitching value to top clients. Created scalable GenAI methodology and playbook, driving program efficiency and pipeline growth through the integration of AI capabilities across GTM and Delivery teams.
Drove category leadership and ownership of healthcare and automotive verticals through customer-focused design and nuanced understanding of industry and customer needs.
Established reputation as transformational, forward-thinking design leader capable of upskilling teams, aligning and integrating across organizational borders, and leveraging emerging tech to solve complex problems. Clients include: Meta, Microsoft, United Airlines, Providence Health, Kaiser Permanente, Humana, Enterprise, Mercedes Benz, 
VP, CX Strategy & Design
PK Global
2019 - 2022
Connective DX was acquired by PK Global in 2019
United cross-functional teams across design, research, content, and engineering to architect seamless, on-brand customer experiences.
Spearheaded CX vision and initiatives aligned to frictionless, personalized journey roadmap that delighted customers.
Led integrated teams through inspirational leadership and clear direction, driving collaboration and excellence.
Conducted immersive UX research and mapped journeys to deeply understand user psychology and behaviors.
Translated insights into intuitive designs that solved real customer needs and improved satisfaction.
VP, Experience Design
Connective DX
2013 - 2019
Architected user-centered design methodology encompassing strategy, UX, creative, content, and analytics that delivered increases in client revenue (+$14M web revenue), satisfaction (+78 CSAT points), and digital adoption (+42%).
Championed design systems and digital experience strategies to optimize complex enterprise platforms including AEM, Sitecore, Adobe, and Google Analytics.
Partnered with leading healthcare, automotive, energy, and consumer brands including OHSU, Geisinger, Toyota and Nike to enhance customer experiences.
Established reputation for leading high-powered, product design teams to solve complex digital experience challenges, generating increases in engagement and loyalty for global brands.
Spearheaded transformation of digital experiences utilizing customer-centric strategies, design thinking, and technical expertise across emerging marketing technology stacks.
Highly effective in business development, RFP responses and client pitches persuasively conveying vision, strategy and business outcomes.
Creative Director
Babcock & Jenkins
2008 - 2012
Transformed B2B marketing campaigns through leadership of integrated digital creative team encompassing UX, UI, content, and development. Introduced human-centered design principles that increased efficiency and improved campaign performance.
Championed user experience focus that enhanced client deliverables and drove new strategic engagements with leading brands including Xerox, Adobe, IBM, and LinkedIn.
Led creative direction and UX strategy for new business pitches that impressed clients with forward-thinking, customer-focused approach.
Progressively elevated campaign performance and operational excellence by instilling design thinking, user focus, and journey-based approach across integrated creative team.
Assoc. Creative Director
Euro RSCG San Francisco
2003 - 2008
Led and inspired creative teams, account leads and clients through transformational creative vision, driving enhanced collaboration and campaign excellence for marquee accounts including Charles Schwab, Visa, Bank of America, and Nabisco.
Progressively elevated design discipline from tactically-focused function to strategic driver of customer centricity, creative excellence, and business growth.
Unified cross-functional teams across brand, advertising, and performance marketing to achieve groundbreaking execution of integrated creative campaigns.
Known for transforming design execution, unifying teams, and pioneering processes that thread creative spirit through data-driven business outcomes.
Sr. Designer
Kirshenbaum 
2002 - 2003
Led end-to-end design projects from research to creative direction through execution, presenting concepts persuasively to clients.
Shaped design team culture by mentoring junior designers and defining workflows, tools, and processes to maintain quality standards across accounts.
Partnered with account teams to deeply understand objectives and user needs, translating insights into compelling creative concepts.
Sr. Art Director
Extraprise
1998 - 2002
Concept and UX/UI design for websites and digital marketing programs for clients including Kodak, Charles Schwab and numerous digital/tech startups.
Art Director
Clarion
1995 - 1997
Designer on large design and development teams for key clients including IBM, Bank of America and Symbol technologies.
Education
Bachelor of Design (honors)
National College of Art & Design,
Dublin, Ireland
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