Auburn, New Hampshire, United States
My focus is on fostering a culture of human-centered, data-driven decision-making. Our team has successfully transformed research insights into impactful product and service improvements, optimizing the online learning experience that prioritizes student engagement and retention. Leading the UX Research & Design department, we've developed a robust, scaled research and design operation that aligns with both user needs and business objectives. Together with a talented team, we've initiated cross-departmental collaborations that champion student-centered design, organizational learning, and thoughtful change management as the cornerstones for driving equity and access in online education.
Shaping strategic direction, programming, and community initiatives. Advise on emerging UX practices in higher education, foster cross-institutional collaboration, and support knowledge-sharing that advances human-centered design across academic ecosystems.
I founded and matured the UX Research & Design department at Southern New Hampshire University (SNHU), the largest provider of online education in the U.S. I recruited and developed a talented team of UX researchers and designers dedicated to exploring the experiences of students, faculty, and staff with our core products and services. Through close collaboration with design and development teams, we transform actionable insights into impactful improvements and innovative designs. Additionally, I lead cross-departmental initiatives to foster a culture of data-driven decision-making, empowering staff to effectively integrate user data into their strategic processes.
Established the university’s Voice of the Customer program as a core input to UX research strategy. Built the UX research organization from the ground up - defining research and design standards, hiring and developing talent, and embedding user-centered practices into product development workflows. Designed the Voice of the Customer program to systematically capture and synthesize feedback from students and faculty - informing UX research priorities and ensuring work was focused on the highest-impact user and business needs. This approach improved visibility and democratization of data to inform decision-making, trust-building across teams, and alignment between customer insight, product strategy, and institutional outcomes.
I spearheaded the development of online student orientation programs and designed comprehensive onboarding experiences to boost participation and early engagement, ensuring that students were well-prepared for their academic journey. Collaborating extensively across the university, I oversaw the curriculum, communicated key results, and implemented a range of new initiatives, including assessments, interactive activities, pre-term events, first-generation student programs, and the first FYE Peer Mentoring program.
I managed the strategy and daily operations of an onsite and remote coaching department with over 100 coaches within a pioneering competency-based degree program. Leading the strategic planning and oversight of the coaching team, I focused on delivering an exceptional student and staff experience and enhancing student success and persistence. I consistently analyzed persistence and retention data to implement targeted interventions, initiatives, and policies, significantly impacting the success of our adult learner population. This role involved leading cross-departmental stakeholder groups to refine policies, processes, systems, support structures, and communication strategies.
I designed systems and platform features to support scalable, self-paced college degree programs. In addition, I implemented lean processes such as A3, standard work, team member coaching, strategic planning, problem scoping, and visual management. I managed the design and implementation of the student experience, ensuring best-in-class service for competency-based degree programs. I also developed training materials and led training sessions for coaching staff. Through user testing and UX analysis, I improved the learning management system (LMS) and support systems.
I led the strategic planning and successful execution of learning events and enterprise-wide initiatives focused on lean principles and management. This included organizing over 150 annual lean educational conferences, workshops, webinars, and online events, as well as creating collaboration spaces and consortia. I designed and implemented a continuous improvement (lean) strategy that encompassed team member development, problem definition, standard work, A3 management processes, strategy deployment, process analysis, flow mapping, customer pull analysis, and visual management to ensure transparency. Additionally, I provided coaching to team members, helping to break down organizational silos and boost productivity. I also developed and executed a growth plan that included building strategic relationships, advancing co-learning partnerships, and reaching out to new customers. Finally, I integrated marketing, events, education, publications, and partner programs to ensure brand consistency across all initiatives.
Cultivated corporate partnerships and secured land for Habitat for Humanity builds post-Katrina. ● Secured material donations, organized community builds, and established corporate partners and grant development ● Represented HFHMGC at municipal meetings, conferences, appeals, and community events which developed key relationships and partnerships ● Expanded outreach strategy which secured land donations and purchases valued up to $100,000