Resume
Professional Summary
Agile, competitive-thinking senior customer experience strategist with demonstrated and consistent success innovating, transforming and growing organizations and products through implementation of human-centered strategic approach. Experienced team leader and crossteam collaborator with strong belief in building relationships to inform continuous improvement and dedication to transforming problems into actionable solutions. Expert in facilitation of strategic roadmapping workshops that combine product, technology and communication.
Areas of Expertise
Customer Experience (CX), Strategic & Product Roadmaps, Stakeholder Management, Strategic Design, Design Thinking, Design Sprints, Effective Leadership, Corporate Leadership, Product Management, Agile Development, Digital Strategy, UX/UI Design, User Experience Research, Lean StartUp, Visual Communications, B2B, B2C, Graphic Design, Print Design, Digital Design, Prototyping
Experience
Transformational Leader
Transformed a short engagement, technology-focused digital agency into a client centric, relationship driven strategic design organization, expanding the portfolio of clients and the life-cycle of client engagements by 60 percent. Developed and implemented collaborative processes internally for cross-team collaboration between strategy, design, technology and marketing.
Elected to lead a global non-profit design organization in all three top leadership positions for the last four years developing organization strategy, global operating principles, managing finances and other executive level functions through possibly the most transformative years of the organization compounded by COVID.
Expert in Design Thinking and Developing Collaborative Processes
Thought leader and published expert in design thinking methodologies spanning project life-cycles. A champion for creating multiple solutions to a single problem, quickly and effectively and empowering the entire workforce to collaborate approaches and ideate/iterate on a wide range of possible solutions. Capable of creating a sense of ownership across all departments through solution-oriented cross-discipline working sessions to ensure all teams understand the audience (clients, customers, unanticipated users), problems at hand, technology challenges and opportunities, and sales goals with marketing and strategy objectives.
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As an engagement manager consulting on a range of client problems, customer experiences, and solutions sets, I integrate agile and design sprint methodologies into daily-workflow and communications between teams to accelerate project timelines, increase internal energy and elevate pride and quality in the work products.
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Develop company-wide feedback loop with sales teams to increase direct customer feedback and define priorities that instill client confidence in product and reactions to client needs. Coordinate custom communication between technology, product, design, marketing and sales to share customer feedback, progress of deliverables and training on highlighted strategic customer-centric features. Work with marketing and sales on promotional plans to ensure that they are consistent with product line strategy and that the message is effectively conveyed.
Customer Experience & Relationship Expert
Authored thought leadership marketing pieces for implementation of CX with clients and its importance to clients in developing strong branding to support company growth.
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Effectively conveyed the importance of client feedback, customer success metrics and customer communication across all departments to create competition-leading customer experiences. Utilized KPIs and design sprint workshops to highlight customer success as a company-wide responsibility and priority.
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Developed transparent and frequent communications touchpoints with clients throughout discovery, design, development and iteration and release stages. Created client sense of ownership, voice and trust through personalized attention to key client stakeholders. Proven record of increased usability, ease of product use and decrease in complaint calls.
Versatile Executive Level Manager with Proven Record of Project Planning and Operational Management
Founder of pkcxstrategy, a professional services CX consulting company uniquely blending quantitative and qualitative information to benefit a portfolio of clients across various industries interested in identifying customer engagement opportunities, addressing challenges and creating meaningful customer experiences that meet and exceed the client’s operational goals. I also provide strategic guidance to clients on human-centered design, research and discovery and manage a partner network of technology, development, design and public relations services.
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Developed long-term vision and product-position strategies for large SaaS products in a highly competitive industry with hundreds of user types, locations, and data information requirements. Asynchronously applied an agile approach to the transfer of products and services over a period of 20 months and managed the migration of more than 500,000 clients to the new platform. Throughout this engagement, prioritized and continually weighed the competing factors of company objectives for legislative products, resources, and demands from various stakeholders based on business and customer impact. Increased customer feedback, retention, product engagement and portfolio growth of product clients every quarter post-implementation.
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Responsible for the operational restructuring of a global volunteer-based non-profit and multi-year strategic plan to return organization to solvency through finance management, implementation of standardized processes for new initiatives and strategic improvements. Created opportunities for revenue growth within the organization and developed a strategic plan for increased revenue as well as education opportunities for students and professionals; fostered strategic partnerships with sponsors to increase member benefits with professional and student organizations around the world.
Tools & Technologies
Mural, Sketch, Figma, UXPin, Invision, Adobe Creative Suite, Jira/Confluence, Microsoft Office Suite, WordPress, Optimal Workshop, PC & Mac Platforms
Recent Engagements
& Thought Leadership
News Design Basics - A Hands-On Session
Inclusive Design: If It's Not Accessible, It's Not Inclusive
Launching Your Visual Storytelling Career: Pro Tips for Aspiring Creatives
2023 Fall National College Media Convention
From Newsroom to Founder: Lessons from the Journey
Fall JEA/NSPA National High School Journalism Convention
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The Linchpin: Designers and Accessibility
2023 Society for News Design Annual Workshop
Whistleblowing: We reveal what we’re secretly looking for when hiring visual storytellers
2023 ACP Spring National Media Conference
Translating Innovation Into Action: Creating Design Sprints for Associations
2019 ASAE Annual Meeting and Expo
Design Thinking: Driving Transformation: Creating a Culture of Innovation and Transformation through Human-centric, Solution-based Critical Thinking
Chronological Employment History
Jan 2020 to present
Jan 2018 to Jan 2020
May 2016 to Jan 2018
April 2014 to May 2018
Dec 2013 to April 2014
Principal, pkcxstrategy, Dallas TX / Key Largo, FL
VP, Strategic Design, agencyQ, Washington, DC
Product Owner, CQ Roll Call, Washington, DC
UX/UI Visual Designer, Bloomberg BNA, Washington, DC
Cross-Platforms Initiatives, Bloomberg LLP, New York / Washington DC
Nov 2010 to Dec 2013
Design / Graphics Editor, Bloomberg Government, Washington DC
Education
Ball State University,
Muncie, Ind.
Bachelor of Science, Journalism Graphics (Visual Presentation)