Senior Service Designer & Experience StrategistSenior Service Designer & Experience Strategist
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I'm a senior service designer and CX strategist with a background spanning enterprise AI go-to-market, insurance, health tech, and civic design. I hold an MS in Strategic Design & Management from Parsons and have spent my career working on the hard problems — the ones where the organizational and human complexity is the actual design challenge, not a constraint around it.
My work tends to show up when institutions need to translate something genuinely difficult — AI adoption, regulatory signal, ambiguous clinical data, systemic service failure — into something people can act on. I've led discovery and facilitation for Fortune 500 insurers, built go-to-market infrastructure for an enterprise AI company, and shipped a medical device from concept through FDA regulatory process.
I'm currently focused on senior IC roles in financial services, insurance, and city government, where the stakes are high and the design thinking actually has to hold up.
Lazarus AI · Senior Experience & Transformation Strategist · 2020–2025
Built the CX architecture for an enterprise AI firm from the ground up — personas, future state visions, and the operational model that aligned sales and product. Scaled alongside the company from 5 to 95 people and $10M ARR. Led a ground-up redesign of the GTM approach that resulted in roughly 2× improvement in pilot-to-production conversion. Designed and facilitated AI adoption programs for enterprise insurance clients with legitimate skepticism toward automation.
Flextrapower / Bonbouton · Head of Product · 2017–2019
Designed the end-to-end service layer for a hardware-connected medical wearable — companion app, alert logic, data visualization, and a subscription model tied to the product lifecycle. Ethnographic research with diabetic patients and caregivers shaped the clinical escalation logic and drove dramatically improved adherence in longitudinal testing.
InCare · Head of Operations & Service Design · 2018–2020
Early research redirected the product before resources were committed. Designed the full service blueprint across patient onboarding, clinical touchpoints, and VA procurement — two distinct user lanes with divergent institutional constraints. Established the VA pilot partnership and operational framework to support it.
Master of Science, Strategic Design and Management
Parsons School of Design, Graduated May 2019
