Lead full-lifecycle design of complex systems and applications across enterprise platforms — driving research, design strategy, and mentoring while aligning product, engineering, and business stakeholders around clear direction.

• · Bank Reconciliation (POM): Led discovery and design for modernizing the daily card-payment reconciliation process. Challenged the assumed dashboard solution — research reframed the problem from visibility to effort — and authored a four-option decision document that guided the team to an exception-first automated daily email, consolidating 6+ systems and four spreadsheets into one 8 AM digest. Prototype approved by the Finance team on first review and handed to engineering for implementation.
• · Payment Order Modernization (KART): Led end-to-end design of a system-guided transaction health and resolution experience, transforming fragmented manual reconciliation into a structured decision-support model — anomaly detection, prioritization, and controlled resolution across a system handling 3,800+ monthly corrections. Leveraged AI-assisted design workflows to move from ambiguous scope to testable prototypes in hours; the full experience has shipped.
• · WISMO: Reduced customer friction 70% and cut WISMO call volume 400 bps YoY — exceeding the 2–3% goal — through research-driven tracking and Order History redesigns delivered in a three-week pre-peak sprint. Servicing expenses fell an estimated 41% YoY (~$222K) in the first four weeks (approx. $9.5M total impact).
• · Store Payroll Management (SPM): Led design of the payroll platform replacing costly legacy systems, saving $2.5M annually. Conducted user research, built accessibility in from the start (colorblind-friendly palette), and streamlined workflows for store and corporate teams managing ~$1.5B in annual payroll budgets.
• · Co-Branded Rewards Activity Page (Kohl’s × Capital One): Designed the first-ever rewards activity experience for the co-branded card — transparent earning, conversion tracking, and expiration alerts — contributing to $77M in annual business impact, +20% Kohl’s Cash redemptions, and −35% rewards-related support inquiries.

Led the design and development of complex product systems in the oil and gas industry, collaborating cross-functionally to gather requirements, improve workflows, and set design standards that enhanced performance and reduced operational risk.

• · Reduced installation and shipping time from 2 months to an average of 20 days.
• · Cut shop-floor errors 80% through design standardization, raising product quality.
• · Improved operational efficiency 90% through redesigned workflows and system improvements.

Operated in high-stakes, mission-critical environments requiring precision, discipline, and coordination — the foundation of my systems thinking and decision-making under pressure.