Mobirise Website Builder

My Experience

Throughout my career as a Senior UX Designer, I’ve had the privilege of partnering with cross-functional teams and global organizations to turn complex technical challenges into intuitive, high-impact products. From modernizing mission-critical financial systems for international banking institutions to designing privacy-first, AI-driven mobile applications and healthcare platforms, my work spans complex enterprise tools, scalable design systems, and inclusive user experiences. Here is a look at the projects and partnerships that have shaped my journey...

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Work Experience

User Experience Architect | Senior User Experience Designer
October, 2024 to Actual
Healthcare Software Platform, Tempe, Arizona

Transforming Provider Onboarding

Eliminating Operational Bottlenecks & Compliance Risks

I Helped to design the end-to-end UX architecture to overhaul the provider onboarding pipeline within an enterprise Healthcare Service Platform. In US healthcare administration—where slow credentialing and onboarding cost medical facilities over $300,000 annually per physician in lost revenue—streamlining compliance is critical. Through user research with prospective clients and active administrative staff, I mapped systemic friction points across complex credentialing workflows. We engineered an inline validation system with real-time error messaging and contextual guidance, accelerating provider activation and preventing costly regulatory non-compliance penalties.

Accelerating Enterprise Sales via Rapid Design System Prototyping

To support market expansion, I created, with the guidance of stakeholders and product owners,  a specialized sales enablement workflow powered by a custom design system and UI Kit. This framework allowed our sales and solutions architecture teams to generate high-fidelity, client-customized interactive prototypes during live prospect demonstrations. By visually demonstrating platform flexibility and rapid integration capability, this design-led sales approach directly secured major enterprise healthcare clients, expanding market share in a highly competitive digital health sector.

User Experience Architect | Infosys Consultant 
April 2023 to July 2024
Global Banking Institution, Phoenix, AZ
Modernizing Enterprise Customer Service

Overhauling Legacy Support Architecture

I partnered with the Rewards Program UX design team, global Product Owners, and executive stakeholders to migrate and modernize their core customer support ecosystem. Legacy tool limitations had historically caused handling delays and customer friction—a major vulnerability given that poor customer service experiences drive up to 80% of credit card churn. To solve this, we audited and translated complex legacy functionalities into a streamlined, modern component framework, resolving long-standing operational pain points across the global cardmember base.

Data-Informed Redesign Across 50+ Applications

Leveraging frontline usage data and customer support analytics, I mapped detailed user personas, end-to-end user journeys, and high-fidelity interaction flows. This multi-month initiative required continuous cross-functional alignment across distributed engineering teams in multiple regions. By grounding design decisions in quantitative research, we optimized over 50 distinct support applications—reducing agent cognitive load, accelerating task completion, and delivering the project on schedule to executive leadership commendation.

Global UX Governance & Localization Architecture

To support the international launch of the Cardmember Rewards platform across the Japanese and Mexican markets, I led the prototype translation and localization strategy for regional design teams. Expanding financial products into cross-border markets requires navigating distinct consumer behaviors and stringent local banking regulations—factors that drive a global localization software market projected to reach over $6 billion. To eliminate friction across distributed teams, I established a centralized translation repository and design token workflow, ensuring localized copy strings were seamlessly integrated into active Figma libraries.

Cross-Cultural Design & Market Alignment

Working directly with regional Product Owners and engineering leads in Tokyo and Mexico City, I adapted core interaction flows to reflect market-specific feature sets, payment habits, and cultural nuances. By validating that localized high-fidelity prototypes accurately mirrored local compliance standards and linguistic context prior to development, we accelerated engineering handoff, reduced post-translation visual bugs, and guaranteed a unified brand experience across international deployments.

Specialized Customer Support Tool Development

I contributed to the development of several specialized customer support tools, including:

Traveler Cheques Customer Support Tool: I helped design the new version, integrating new workflows to address evolving product necessities. I partnered with Product Owners and Developers to create simplified user journeys that enhanced the workflow for the Customer Support Team.

1099 MISC Tax Form Tool: I helped create the user journeys for a dedicated tool that integrates a third-party provider, allowing Card Members to view and update their 1099 MISC Tax forms. Working with Product Owners and Developers, I delivered a solution that significantly improved the Customer Support Team's service capabilities.

Senior User Experience Designer | Infosys Consultant
January 2020 to April 2023
Global Banking Institution, Phoenix, AZ

Card Issuance Platform: Global Modernization & System Architecture

Enterprise Scale & Multi-Market Modernization

As a Lead UX Designer consulting for a global financial institution, I drove the design overhaul of the core Card Issuance Platform—the mission-critical ecosystem managing global card manufacturing, personalization, and fulfillment. In an international payments market processing over 600 billion digital transactions annually, operational uptime and precision are paramount. The core challenge was modernizing a complex legacy toolset across 50+ distinct user journeys and supporting 30+ localized languages, all while maintaining absolute UI consistency and zero service disruption across global markets.

Interactive Documentation & Design System Contribution

Partnering with distributed Product Owners, system architects, and engineering teams, I authored high-fidelity Figma prototypes covering all edge cases and operational workflows. These interactive prototypes functioned as living design specifications, defining micro-interactions and backend service logic for frontend development. By pushing the boundaries of the bank's enterprise design system, our team created custom, high-density UI modules that reduced operator handling friction. Recognizing their utility, the client's core governance team subsequently integrated several of our custom components directly into the bank's primary global design library.

User Experience Architect | Infosys Consultant 
March 2019 to December 2019
Conduent, Raleigh, North Carolina
SaaS Insurance Claims Engine: Enterprise White-Label Design

Accelerating Claims Processing Through Domain Research

As a Senior UX Consultant, I partnered with product leaders and industry veterans to architect a white-label SaaS platform for the medical insurance claims sector. In the US healthcare market—where claims processing costs exceed $210 billion annually due to administrative complexity—streamlining adjudication workflows is vital. Working alongside a dedicated UX team, we audited legacy medical claim lifecycles to eliminate redundant touchpoints, transforming a multi-layered verification process into an intuitive, high-efficiency workflow.

Design System Architecture & Rapid Sales Enablement

To support business development and minimize engineering waste, we built a comprehensive, interactive prototype detailing end-to-end claim journeys. This allowed executive stakeholders and prospective clients to validate feature sets prior to code execution. Operating within a non-collaborative design environment, I engineered an agile component repository and version-control workflow. This flexible design system enabled concurrent team design, maintained strict component governance, and accelerated delivery, allowing us to pivot rapidly based on early client feedback
Senior User Experience Designer | Global Apps Inc. Consultant
July 2018 to December 2018
Global Banking Institution, Phoenix, AZ

Enterprise Financial Analytics & XML Utility Platforms

Data-Driven Promotion Engine & Automation

As a Senior UX Consultant for a global financial institution, I led the user experience strategy for two mission-critical enterprise applications. The first was an internal promotion intelligence engine that analyzed transaction data to match cardholder spending habits with targeted merchant offers. In an omni channel marketing landscape where hyper-personalized promotions generate up to 40% higher customer engagement, this tool enabled administrators to build and deploy targeted campaigns at scale. The second initiative was an internal system utility designed to generate complex XML configuration files. By analyzing administrative usage patterns, I transformed a dense, error-prone manual setup into an automated workflow—strategically exposing key decision parameters while automating routine schema configurations.

High-Density Data Visualization & Corporate Enablement

Spanning over 50 interconnected enterprise modules, both platforms required intuitive information architecture to render high-density reporting data without causing cognitive overload. I developed high-fidelity, fully interactive prototypes to validate complex data flows and conduct thorough user testing before development. Beyond core application design, I acted as a visual strategist for corporate leadership, creating high-impact motion graphics, keynotes, and infographics to communicate product roadmap vision across executive teams.

Senior User Experience Designer | Remote Work
February 2018 to April 2018
Field Office Software, Houston, TX  
Field Service Construction App: Modernizing Time-Tracking & Adoption

Eliminating Friction in Field-Force Workflows

As Senior UX Designer, I led the UI/UX redesign of an enterprise field management application struggling with low adoption rates. In the construction industry—where labor accounts for up to 50% of total project costs and administrative delays directly erode profit margins—fast, accurate time-tracking is essential. To resolve onboarding friction for non-technical field crews, I audited existing workflows to identify pain points. I redesigned the core interface around extreme simplicity, automating location-based check-ins and job-costing entries while embedding real-time validation to prevent manual entry errors.

Cross-Device MVP Execution & Engineering Handoff

To support both field workers on mobile devices and site managers on desktop dashboards, I architected responsive, multi-role user journeys. This approach balanced high data density for supervisors with one-tap actions for field personnel. By delivering interactive, high-fidelity prototypes, we provided engineering teams with clear interaction specs, enabling rapid build cycles for a successful commercial MVP launch that restored product viability and drove new customer acquisition.
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