Chicago, Illinois, United States
I’m an entrepreneurial strategist and CCXP-certified service designer who bridges human-centered design with operational reality. I design experiences that scale while navigating the human dynamics, organizational complexity, and technology constraints that shape real-world implementation. My work is grounded in storytelling and a fascination with the often invisible (and very human) forces that shape how systems function. I surface patterns across people, processes, and environments to help organizations make more intentional decisions with long-term impacts. With 15+ years across consulting, operations, and entrepreneurship, I bring the combined lens of a strategist, operator, and team leader. Please reach out if you're curious, especially about service design, research, and digital service innovation in the public sector.
Applying service design, facilitation, and systems thinking within Cook County to support cross-department collaboration, process improvement, and complex public sector initiatives.
Partnered with agencies and consultancies including Highland, Span Studio, and Further Faster Ventures to improve customer experiences via UX research, digital product strategy, service design, and facilitation.
Led qualitative and quantitative research, including virtual workshops, for enterprise and public sector clients, translating insights into communication and experience recommendations.
Built and scaled an experience-driven e-commerce business to 125,000+ customers with 4.9-star reviews. Led digital strategy and translated customer insights into new offerings and operational systems within a rapidly changing industry. Led a team to deliver 100+ corporate learning experiences for clients including McKinsey, the Institute of Design, and Fortune 500 organizations.
Led immersive travel experiences while conducting in-context customer observation, building insight into cross-cultural needs and real-world service delivery.