Facilitated co-design sessions with stakeholders to establish a baseline customer journey and service blueprint, orchestrating front-end experiences across channels and platforms through service design principles.

Initiated a comprehensive discovery process, including competitive analysis and persona development, to understand customer motivations and behaviors, guiding subsequent user research plans.

Supported product owners in defining requirements and guidelines for customer experience with a human-centered design focus, ensuring alignment with strategic objectives and market insights.

Collaborated with program managers and leaders to strategize the approach for the discovery and definition phase of the MVP launch, leading workshops and fostering stakeholder relationships to gather feedback and input, while integrating customer research into the roadmap for a holistic approach to customer-centric planning.

Spearheaded the creation of the "Multi-life customer experience journey map" in collaboration with key stakeholders, ensuring alignment on process, vision, and user experience, and fostering buy-in across value streams.

Drove iterative improvements to the design of the customer experience by identifying user pain points and opportunities for enhancement, utilizing insights from research, business priorities, and value stream objectives.

Played a pivotal role in early digital experience development by prototyping concepts and visualizing a "blue star" prototype for the Multi-life eApp, facilitating internal discussions and iterations.

Demonstrated leadership in human-centered design by conducting discovery sessions, presenting prototypes, and championing customer needs, fostering collaborative decision-making and alignment with strategic objectives.

Led discovery for redesign of “Caregiver App” for long-term care customers to submit and track claims digitally.

Balanced business requirements with customer needs to inform overall strategy and insights for rethinking app’s core functionality and increasing customer usage/ adoption.

Aligned stakeholders with user research findings, facilitated ideation workshop to brainstorm solutions and validated conceptual designs with user testing in partnership with research team.

Partnered with Product Manager to prioritize design concepts and “quick wins” (low effort-high impact feature improvements that can be executed incrementally in the app).

Partnered closely with researchers to conduct user interviews, identify pain points and strategize solutions with product team to enhance life insurance e-applications that led to a +5 NPS-score improvement in 2022.

Partnered with Lead experience designer and Voice of Customer team to storyboard and map customer onboarding experiences and support discovery efforts to propose experience strategy.

Spear-headed organization-wide initiative to visualize end-to-end customer experience by storyboarding and service mapping to analyze gaps and pain points.

The document continues to evolve and educate teams, while directly influencing product strategy and prioritization by Executive Leadership.

Contributing and adapting to HCD team needs to help with various projects and internal initiatives, while proactively learning new skills to succeed.