User Experience Designer at Achievers (2021-02 – 2025-06)
Designed across a complex enterprise SaaS platform spanning recognition, reporting, permissions and AI-powered features. Operated with high autonomy and direct accountability for design quality, research and stakeholder alignment across multiple workstreams.
- Led the design of Inclusion Coach, the platform's first AI-powered feature, from 0 to production. Synthesized complex subject matter from data science, legal and DEI stakeholders into a clear, trustworthy and accessible user experience. Defined the full interaction model, scoped guardrails and edge cases and ran multiple rounds of usability testing before launch. Rolled out to 100% of eligible programs within a quarter. Around 40% of active users tried the feature in the first weeks and 64% became repeat users.
- Redesigned the Data Access Scope system, a complex multi-tiered permissions workflow for enterprise administrators. Led discovery through delivery: structured interviews with program admins and internal support teams, hypothesis-driven design iterations, high-fidelity prototyping and annotated specs for engineering handoff. Reduced admin onboarding time from weeks to days.
- Designed External Recognitions end to end across three user roles: public-facing form, admin moderation queue and staff-facing newsfeed integration. Worked closely with legal, InfoSec and Customer Success to navigate privacy and content safety requirements. Positively received across healthcare, retail and hospitality clients.
- Facilitated cross-functional workshops and alignment sessions with product, engineering, data science, legal and senior stakeholders to define problem scope, validate hypotheses and align on design direction.
- Led user research across multiple initiatives including structured interviews, moderated usability testing and insight synthesis. Translated qualitative findings into clear design decisions and product recommendations.
- Contributed to design system evolution across 15+ product modules. Established reusable patterns, documented standards and maintained consistency across the platform.
- Championed WCAG 2.1 AA accessibility across the platform including implementing findings from third-party audits by Deque Systems.
- Mentored junior designers through critique sessions and provided structured guidance on research methods, interaction design and documentation.
Product Designer at Guestlogix (2019-09 – 2021-02)
Sole designer on specific projects including the crew POS redesign for a commerce platform used by multiple international and domestic airlines. Designed across mobile web, iPad and desktop for passengers, cabin crew and airline administrators.
- Designed real-time operational workflows for cabin crew managing in-flight transactions under time pressure. Prioritised information clarity, error prevention and decision speed throughout.
- Conducted foundational research with flight attendants through interviews and journey mapping. Synthesised findings into structured design decisions and annotated specs for engineering handoff.
- Navigated a mid-project platform pivot from iOS native to embedded web. Maintained UX continuity and produced revised documentation for the development team throughout the transition.
UX Design Teaching Assistant at BrainStation (2019-01 – 2019-03)
- Mentored students in research, interaction design, prototyping and usability evaluation. Reinforced human-centred design thinking through structured critique and feedback.
Operations and Customer Service Leadership at Various International Airlines (2004 – 2017)
- 14 years managing complex operational systems and large customer-facing teams in global aviation. Developed deep systems thinking, empathy for diverse user groups and strong communication skills across high-stakes, multi-stakeholder environments.
