CX Executive, AI Innovator, Architect of Human-Centered Healthcare
I am a customer experience executive who designs the moments where humans and complex systems actually understand each other.
In practice that's the hardest design work there is. Whether the system is a cancer patient navigating five doctors, a clinician parsing months of patient data on a Tuesday morning, or a consumer trying to make sense of a confusing insurance claim, the moments that matter are the ones where the technology gets out of the way and the human walks away clearer, calmer, and in better hands than five minutes earlier.
I've spent twenty years building those experiences and the teams that ship them. UX is the entire exchange between a person and a system. The screen is one surface. The work is everything around it, including the human handoffs that decide whether trust gets built or broken.
What I'm doing now
At Resmed, I lead UX strategy and the design team for our digital provider experience, the connected health ecosystem clinicians, DMEs, and care teams use to manage millions of patients with sleep apnea and respiratory conditions globally. My remit covers Provider Solutions across global markets, in close partnership with Product Management and Engineering to align on outcomes and ship work that matters.
I also lead early-adopter experimentation on AI-native products with cross-functional partners across the company, shaping how AI shows up in healthcare CX with humans firmly in the loop. My thesis: AI should accelerate the human-led trust between providers, patients, and the care teams who serve them. The companies that get this right will define the next decade of healthcare.
Design earns trust. AI scales it. Humans give it meaning.
A few proof points
At Ford Motor Company, I created an AI-powered customer knowledge base I led lifted home charging confidence 74% and public charging confidence 79%. At Tradesy, AI image analysis grew product listings 15% and supply 10%. At Philosophie, I scaled a global delivery team that took client NPS from 7.5 to 9.0 and grew project revenue from $6.3M to $8.7M while hiring 12 delivery directors and 8 product strategists. Earlier clients include WarnerMedia, Amazon Prime Video, AARP, Capital Group, Royal Caribbean, and a Silver Effie-winning Farmers Insurance campaign that drove 3.4 million site visits.
What I bring that's hard to find
Holistic experience design. Every exchange between user and system has to be useful, valuable, differentiated, and once in a while surprisingly delightful. The screen is one surface. The work is everything around it.
AI fluency that serves humans first. I use AI to reduce ambiguity for patients and consumers and to amplify the judgment of clinicians, advisors, and experts who serve them. Healthcare deserves AI that gives experts more room to do the work only humans can do.
A leader of leaders mindset. I hire for character first and craft second, build the systems that let global design organizations scale without losing their humanity, and clear roadblocks before my teams have to ask.
Cross-industry pattern recognition. Twenty years across healthcare, finance, retail, insurance, gaming, telecom, academia, and automotive means I move fluently between regulated and consumer environments and see patterns most candidates miss.
What’s next
I'm focused on leading customer experience and AI strategy at the executive level. The companies that figure out how to make complex products feel humane and trustworthy will define the next decade. That's the org I want to build.
service
Contributing to the field has always been part of the work for me. A few examples.
UX-radio
I founded and host UX-radio, a podcast about Information Architecture, User Experience and Design with industry experts. The show exists to educate, inspire, and surface the conversations that move our craft forward.
ArtCenter College of Design
I teach Interaction Design at ArtCenter College of Design, helping the next generation of UX professionals design person-first experiences across emerging technologies.
Information Architecture Institute
I served as Board Member and Communications Director from 2015 to 2018, promoting the field of IA and the institute's resources.
World IA Day
I served as Los Angeles city leader in 2014 (~250 attendees) and Global Executive Producer for World IA Day 2015, overseeing 24 countries, 36 cities, and approximately 4,000 attendees.
New York Film Academy Game Design - User Research
As adjunct faculty for three cohorts in the NYFA game design program, I taught usability testing methods that help developers identify and resolve issues that detract from the player experience.
SPEAKING & PRESENTATIONS
A curated list of recent and notable talks. (Full speaking history available on request.)
Integrated Mobility Futures, ArtCenter College of Design (October 2024)
Ford Design Leader Fireside Chat (September 2023)
Driving Growth Through Customer Experiences, StitchLabs (February 2018)
Product for Good, Philosophie (October 2018)
MLIS Guest Lecturer, UCLA (November 2018)
USC Riptide, Intersecting Creativity & Tech, AIGA (September 2018)
IA Summit, IA Slam (March 2018)
EuroIA, IA Slam (September 2017)
Architecting Happiness, World IA Day Tampa (February 2015)
Get in touch. Email me to connect.