As a design executive, I’ve led cross-functional teams to deliver exceptional customer experiences, foster innovation, and scale design organizations to drive business growth. Along the way, I've been journalist, editor, web developer, and have experience across the spectrum of design—from research to strategy to delivery—from UI to hardware to print and physical spaces. 

Over the past 15 years, I’ve had the privilege of pioneering and advancing service design and journey management, integrating these practices into the organizations I have touched—Adaptive Path, Capital One, Hitachi, REI, USAA. I’ve led 21 service design conferences across Europe and North America, furthering the discipline’s impact. In addition, I’ve shared my knowledge and experience through conference talks, book contributions, articles, workshops, and teaching. 

I'm passionate about design and making meaningful impact. I care about the people around me and seek to empower them to succeed. Whether coaching leaders, developing design cultures, or aligning teams around a shared vision, I thrive on creating environments where creativity and strategy lead to desired outcomes and make the world a better place.