Experience Director, TandemSeven/Genpact, Dec 2014-Present

Capabilities Preview

 

As a member of a senior team working on a recent 250B digital transformation deal with a global pharmaceutical headquartered in the U.K., I was responsible for defining and developing the CX/UX portion of our solution proposal. I presented the approach to client’s financial services (FS) leadership over 3 consecutive deep-dive meetings which were held in London and Bucharest between May and June 2018.

At the core of the ‘Frictionless FS Experience’ strategy I proposed – achieve up to 70% reduction of operating costs over the coming decade through process reimagination and world-class customer experience - were a holistic data-driven experience strategy and an extensible architecture which I demonstrated using end to end journey maps, prototypes and other UX artifacts built with the client’s data.

In preparation for the meetings, and under incredible time crunch, I conducted user research - CI’s and interviews with stakeholders, SMEs and operators in Bucharest, London and Hyderabad. The analysis guided the creation of data-driven personas, journey maps and illustrative videos which demonstrated the rigor of our methodologies, resources and tools. I also developed and facilitated a CX workshop with the client’s leadership team in their operations center in Bucharest.

For our final presentation to the client in London, I developed a detailed ‘before and after’ journey map and an Axure interactive prototype which demonstrated the impact of the strategy on a subset FS process. The underlying storyline connected the value of CX/UX to the business by showing how user-research is turned into actionable insights which guide solutions and transform business results and customer experience.

We won the deal.

///The ‘art of the possible’ inspires bold ideas that call for enriching experiences across all physical and digital touchpoints in order to delight, engage and strengthen loyalty to the brand.

Powered by real-time big-data, advanced analytics and artificial intelligence, reimagined journeys involve experience technologies such as augmented reality, interactive 3D holograms, conversational interfaces, autonomous appliances and voice-driven everything. But for those to make a truly impactful experience, back-end technologies, systems, processes and skill-sets must be reimagined as well. And this is hard, expensive and slow.

Such reimagined customer journeys demand a holistic approach to experience architecture, production and governance in order to support engagement and interaction continuity, consistency and effectiveness.///
 

//creative thinker, customer advocate, and self-starter with an entrepreneurial spirit who can manage a team driving ideation, analysis, and execution related to design and usability. vision and strategy, well-honed design judgment, and a high bar for best in class design quality.//

//lead charge of creating world-class experiences for customers as they interact with our products, both on the web and via mobile devices. collaborate closely with the Product Management, Sales, Marketing and Data Science and Engineering teams.//

//comfortable with ambiguity, passionate about design, self-directed and have experience inspiring and empowering teams to drive simplicity and beauty across a complex suite of products. //

managed design for a top online presence, understand mobile and web best practices, and have experience mentoring experienced designers and researchers.

have a deep understanding of how to build standards and process to deliver innovative, high-quality designs that empower users

    • Evolve, strengthen, and evangelize a world-class design culture.

    • Create a customer-centric vision and strategy for the user experience.

    • Empower multi-disciplinary teams to design innovative, user-centric product solutions that delight customers and exceed product and client goals.

    • Demonstrated thought leadership and subject matter expertise in the areas of design systems, information architecture, interaction design, visual design, user research, and user behavior.

    • Sets a high bar for the overall experience created and delivered, ensuring anything that ships achieves a superior standard for brand, design, copy and overall UX.

    • Work collaboratively with business partners to define priorities, build consensus, and coordinate design schedules across multi-disciplinary teams.

    • Ensure our cross-platform web and mobile products support the customer and provide a consistent user experience.

    • Incorporate virtual and augmented reality, machine learning and artificial intelligence

    • Enable teams to use market analysis and customer research findings to drive design decisions and reduce ambiguity.

    • Collaborate effectively with multi-disciplinary teams and multi cultural teams to evaluate the feasibility of proposed designs and champion great UX in the face of technical constraints.

    • Lead the creation, implementation, and maintenance of the Design System.

Qualifications

    • Experience leading design and usability efforts for leading B2B SaaS/cloud product presence.

    • Experience in a variety of lean and agile environments

    • Experience in the field of document and/or content management.

        • • Relentless desire for innovation and high standards, balanced with customer expectations and business priorities.

          • A proven track record for architecting elegant end-to-end solutions to difficult service design problems.

          • Experience defining governance models and design standards.

          • Excellent communication, interpersonal, and analytical skills including the ability to present strategy and design concepts clearly and persuasively to senior executives.

work collaboratively with engineers, product managers, executives, and other designers throughout the product development lifecycle. a laser-like customer focus, a data-driven approach to design, and awareness of current and best practices for mobile and online UX design.

comfortable with ambiguity, passionate about design, and able to drive design solutions with minimal direction.

  • Own the end-to-end design process of the team, ensuring on time, detailed, and polished deliverables

  • Provide customer focused leadership by working closely with the business and technical teams to develop product strategy, use cases, and high-level requirements that ensure alignment across our professional brands

  • Develop and build relationships across teams and disciplines to promote collaboration and efficiency across Photos/Amazon

  • Ensure our web and mobile UX support measurable business requirements and goals

  • Use market analyses and customer research findings to drive design decisions

  • Collaborate effectively with an agile, multi-disciplinary team to evaluate the feasibility of proposed designs and champion great UX in the face of technical constraints

  • Work with researcher and product management to appropriately assess and optimize the performance of new and existing features

  • Incorporate data-driven insights to guide UX strategy

  • Provide full hands-on design work as needed, iteratively creating interaction flows, wireframes, visual, interactive prototypes, and detailed design specifications

  • Present design work to UX, Product, and Engineering teams, as well as stakeholders and executive leadership and gain buy in on proposed approach

  • Hire, manage, mentor, and develop designers and researchers within and beyond your team


      • Mentoring and supervising the design team

      • Owning the experience design and discovery process for Cogito products

      • Collaborating with talented cross-functional teams including customer success, product management, engineering, ui/ux designers, and behavioral science to ensure the best minds are leveraged in product design decisions

      • Translating concepts into user journeys, experience maps, wireframes, mockups, and prototypes that reflect product goals

      • Advocating for a deep understanding of our users (and informing research objectives alongside product and behavioral research to that end)

      • Rapidly ideating, iterating, and testing designs with users and in production

      • Leveraging qualitative and quantitative data to inform design decisions

      • Supporting the communication of product strategy and vision by researching, conceiving, and mocking up experiences that inspire the org towards the future

      • Championing new and innovative approaches intended to deepen understanding of users in order to build delightful experiences

    Required Mindset

      • an innovator, create solutions for exciting and ambitious ideas for which no interaction paradigm currently exists

      • skilled at building and leading design teams

      • extremely proactive because regularly am in uncharted territory where the key to success will be to get ahead of the curve

      • a collaborator, working side-by-side with product managers, behavioral scientists, and engineers to bring designs to life

      • excel at conceptualizing spoken and multimodal experiences in the abstract and driving that vision into solid design deliverables

      • Experience leading a team of designers

      • Experience working with engineers and PMs to deliver commercial products

      • Experience leading interdisciplinary teams through the creative process in a group setting and delivering interfaces for enterprise products with multiple user personas

      • Experience rapidly iterating on designs based on user feedback and data-driven insights

      • Experience leading product & user research, ideation and innovation, information architecture, and visual design

      • Comfort with user interaction data analyses to drive design decisions

      • Proficiency in wireframing, sketch, and prototyping tools eg Axure, Sketch, InVision

      • A curiosity to learn and take on new challenges in a fast-paced environment