I lead research and design at the intersection of people and strategy — uncovering what matters, shaping what comes next, and making sure it actually works in the world.
Redesigning the banker-client relationship across 900+ branches — from service blueprint to network-wide rollout.
Deep ethnographic research with 20 CEOs and CFOs revealed a loyalty program concept projecting $337M in new revenue.
End-to-end service design for Intuit's customer onboarding — mapping journeys, surfacing friction, and building scalable design principles.
Ethnographic research revealed a shame-not-guilt dynamic — leading to a strategic reframe from diabetes management to metabolic health.
Untangling a decades-old legacy fulfillment process through service blueprints, a 2-day workshop, and 140+ prioritized ideas.