Selected Professional Experience
Amazon Web Services – Head of UX: Training & Certification 2022 – 2024
Head of UX, driving customer-centric innovation, product portfolio expansion, and global delivery of AWS Training and Certification offerings. The T&C business unit originates all AWS education and credentialing products, services, programs, and platforms, serving 10 million B2B, B2C, and sovereign customers, realizing $500 million in direct revenue, with 30% annual growth, and ~$10 billion AWS downstream revenue impact.
Sallie Mae – Head of Strategy & User Experience 2020 – 2022
Head of UX and Strategy, building new function to enable design-driven product innovation across all of industry touchstone Sallie Mae’s digital channels and experiences. Private education loan leader Sallie Mae’s digital platforms originate ~$7 billion in new education funding annually, serve ~10 million active users across all channels and customer interactions, and support a portfolio of ~$24 billion in financing, representing ~60% market share.
Bottomline Technologies – VP UX & Innovation (North America & EMEA) 2018 – 2020
Product development executive managing ~70 staff, partnering with business and function leads to transform an established market-leading enterprise SaaS company (Nasdaq: EPAY) into a product and service innovator. Bottomline’s product portfolios and global B2B network of 500k firms generate ~$400+ million annual revenue.
Capital One – Director, Commercial Card & Payments 2016 — 2018
Head of User Experience and product design for a major new business line ($1 billion+), building a new team of 15 designers responsible for multichannel product / service development for B2B & B2C applications, platforms, and ecosystems in the commercial credit card and payments domain.
Paypal – UX Director, Resolution Center – Consultant 2016
Interim Customer Experience owner and team manager for Paypal’s global dispute resolution products and services. Volume of the Resolutions business unit is ~$330 million revenue, with 170 million visits, and 17 million disputes annually, across all channels – web, mobile, call-center – and all business segments – consumer, SMB, enterprise.
Oracle & Endeca – Product Strategy & UX Director 2010 – 2015
Grew Endeca’s first product design teams. Product strategy lead for Big Data Discovery product development group, post acquisition. Drove product planning and definition, technology strategy, and innovation efforts for advanced analytics group focusing on big data, machine learning / AI, streaming data in Oracle’s business analytics portfolio.
MediaCatalyst B.V. / Blend – Strategy Lead / Director (Amsterdam) 2008 – 2010
Strategy practice lead and builder for international interactive agency based in Amsterdam. Directed digital strategy, product / application development, and service design engagements for global Fortune 100 clients in consumer goods, mobile, gaming, entertainment including Sony, Canon, Sony Ericsson, Philips, Heineken, Yamaha.
Founder and principal of an independent strategy consultancy helping established companies and early-stage ventures create compelling product, service and technology experiences blending digital and real-world elements for mobile, Internet, augmented and virtual reality, digital media. Clients included Nokia, EU startups.
Keane Inc. & netNumina – Senior Principal Consultant 2003 – 2008
Senior Principal of innovative consulting group focused on user-centered product development and technology strategy, practicing within the specialist enterprise architecture / IT strategy operating unit of global IT services firm Keane Inc. Directed product definition and delivery, enterprise solutions strategy, digital transformation engagements for Fortune 5 clients in healthcare (Pfizer), finance (Moodys), media (Time Warner).
For netNumina (acquired by Keane): Solution architect for a boutique strategy, technology, and product development consultancy specializing in custom solutions for Fortune 100 healthcare, biopharmaceuticals and financial clients. Directed all product and solution definition, business analysis, and user experience staff, activities, and deliverables during year-plus engagements creating portals, custom enterprise applications, CMS, business intelligence tools.
PTC – Information Architect 2002 – 2003
First Information Architect, directing information architecture and usability of all Web / Internet channels and applications: flagship corporate Web presence and communications channel serving 300k customers in nine languages, global support and marketing site receiving 25k unique visitors each month, and generating $30 million in annual revenue; employee intranet; custom content management system; 20+ web applications.
CHINAVERTEX – Founder (Beijing) 2001
Founder of a global B2B surplus consumer goods clearinghouse linking mainland China suppliers directly with buyers in North American and EU markets. Defined business model, built executive team, fund raising, operations.
ZEFER – Senior Consultant & Practice Manager 1999 – 2001
Team Leader and Information Architecture practice lead for leading Global 25 / Fortune 100 Internet consultancy. Managed product and solution delivery teams of up to eight members. Design lead for incubator service, launching 10+ B2B and B2C startups. Managed community of twenty information architects.
PRIOR TO 1999
Roles in pioneering ISP, early Internet consultancies, technology solutions (Big 5), boutique agencies.