Work
I have had the opportunity to help some of the world’s most respected businesses harness technology to rewire the way they work, develop their most promising ideas into commercially successful new ventures, and materially enhance the experiences they deliver to their customers. Below are snapshots of a few projects representing recurring themes in my work:
Elevating customer experience to fuel growth
Nike.com - Nike
How do you consolidate 70 different digital properties into a single, scalable and multi-device experience?
I created the experience strategy and interaction model to reimagine the entire Nike digital ecosystem and create a unified global platform for e-commerce, brand storytelling, and personalized connection with consumers. This effort powered Nike’s aggressive growth targets for building its direct-to-consumer business and became a category winner, garnering awards including Cannes Lions, One Club, Webbys, and a D&AD Yellow Pencil
Apple.com - Apple
How do you create a platform for product storytelling and the onboarding of customers to a rapidly evolving brand ecosystem?
In 2006 Apple was on the ascendancy and needed a way to help customers understand and have a successful start with its innovative products, software and services. Partnering with Apple's in-house team, I led an engagement to reimagine their global .com presence as one simple destination to learn and buy, while also integrating digital and retail channels to create a more seamless brand experience. The resulting redesign won widespread industry recognition, including from the Webby Awards, D&AD Awards, and the One Show Awards.
mckinsey.com - mckinsey & company
How do you create a platform for multi-channel publishing innovation that reinforces your distinctive thought leadership and builds a powerful funnel for lead generation?
As Global Head of Digital Innovation, I helped build and guide the teams supporting the firm’s Publishing function that drove multiple redesigns of a product suite including Mckinsey.com, native mobile apps for iOS and Android, and a robust content marketing program. These efforts created double-digit growth in audience and engagement levels year-over-year, generating a 5x audience lead over key competitors and 100+ industry awards. Key to this success was the creation of a data-driven culture that kept stakeholders informed about performance and actively engaged in leveraging the resulting insights to shape the platform roadmap and editorial agenda.
Incubating new ventures from seed to scale
HBO GO - HBO
How do you meet shifting viewing habits and create the underpinnings for a new business model without alienating current partners?
I led strategy and co-led design to create a first-of-its-kind streaming platform delivering unparalleled access to HBO and enhancing the subscriber experience. This bold new venture delivered a premium experience worthy of HBO’s reputation as the standard bearer for prestige TV, while also serving as the first test of a new model for going direct-to-consumer and creating second-screen experiences that complement programming to build audience engagement.
Nike Team Sports - Nike
How do you create a direct-to-consumer sales channel, enabling high school athletes, fans, and boosters to design their own uniforms?
With an ambitious corporate target to have 50% of Nike’s overall sales coming from digital channels, I partnered with the leaders of the Team Sports division to create a multi-year innovation strategy, run a successful initial pilot, and build the buy-in to execute the full vision for a platform centered on engaging athletes directly in uniform selection and configuration. After a pilot indicating strong revenue growth and enthusiastic endorsement by participating sales reps, the resulting platform got the green light and achieved its sales goals two years earlier than originally envisioned.
Network Operations Platform - GE Aviation
How do you transform data into a valuable service that allows you to expand into a new market?
I led an engagement with GE Aviation to shape the early stage of a new business venture based on the prognostic analysis of sensor data emitted by airline engines. While this data was already being used to power software supporting maintenance and fleet management, my team was tasked with exploring how to make the data valuable for other possible use cases. Partnering with SMEs, we landed on ‘disruption recovery’— giving airlines the ability to make faster, better decisions that help navigate disruptions caused by events such as adverse weather, air traffic, or unscheduled maintenance. We envisioned a product that helped operations staff rearrange flight schedules and aircraft routes while considering the impact and costs related to passengers, crew, and maintenance. We ran innovation sprints to develop the initial concept, prototype, and pitch which successfully secured investment. The resulting product generated $25M in sales in the first year and the underlying platform was used to create a suite of related solutions for this industry.
Rewiring how works gets done to augment human potential
A MORE INTELLIGENT and INTEGRATED GO-To-MARKET Engine - Nike Global Sales
How do you transform an inconsistent, overly manual process and aging tech stack into an integrated, intelligent, and empowering experience for all stakeholders?
I worked with senior leadership of this $5B/year business to shape the vision, strategy, and roadmap for a multi-year engagement transforming the process and technology enabling B2B sales and e-commerce. This included the design and development of a suite of nine, integrated applications covering every aspect of Nike’s relationships globally with major retail accounts. We reimagined the capabilities enabling account management, sales enablement, and order fulfillment so that Nike could bring its retail collections to market each season, helping their retail partners to optimize for better, mutual profitability and more effective stewardship of the Nike brand. This effort created $432M in additional revenue and cost savings in its first year, thanks in part to a 20% increase in sell-through and an 80% reduction in the average length of the sales cycle.
AI-POWERED KNOWLEDGE MANAGEMENT - CONFIDENTIAL
How do you leverage AI to shorten the time to insights for teams delivering professional services and the time to impact for their clients?
For knowledge workers, the time-consuming process of gathering and synthesizing information from large collections of documents is both an essential task and a significant drain on productivity, stealing time from more complex analysis, problem-solving, and relationship-building. By harnessing rapid advances in AI, we could not only enable employees to quickly get up to speed on unfamiliar topics and more easily find subject matter expertise within the company, we could also augment their ability to clean and analyze data, create drafts of meeting agendas and work plans, and push team thinking toward more creative solutions. A compelling proof of concept, a roadmap with a clear, pragmatic perspective on the path to capture incrementally accruing value, and an adaptive operating model that kept both users and legal expertise close to technical development helped drive impressive results: 72% adoption within the first 6 months, 500K+ prompts per month, and a 30% reduction in time spent on key tasks.
digital self-service - McKinsey & Company
How do you shift customer support to lower-cost digital channels and simultaneously increase customer satisfaction?
I led work to digitize 11 customer journeys, leveraging AI and automation to create predictive, proactive, and personalized self-service experiences. This included shaping the vision, strategy, and roadmap and creating a new brand identity and design system to guide execution. We developed a virtual agent that guides employees to information and helps them complete tasks, providing a cost-effective way to scale support and deliver a positive customer experience. Conversational AI, robust knowledge management processes, and a fine-tuned LLM ensure that the assistance provided via the virtual agent is contextually relevant and continuously improved through a built-in learning loop.
Building capabilities to spark and sustain innovation
AI STUDIO - Mckinsey & Company
How do you create the mindset and muscle necessary to compete in the era of machine learning and AI?
I built and led the ‘AI Studio’, a managed portfolio of investments designed to incubate high-impact use cases, upskill talent, and establish the foundational infrastructure that would allow the firm’s Technology function to develop innovative applications of AI and machine learning. A core team of experts within the AI Studio shaped the innovation agenda, built the pipeline of opportunities, resourced initiatives, advised teams, and disseminated learnings. This effort established external partnerships with technology vendors and educational institutions—including MIT—while providing opportunities for more than 500 colleagues across different roles to get hands-on experience with AI.
innovation INCUBATOR and accelerator - Mckinsey & Company
How do you nurture ‘bottom-up’ innovation and enable your employees to rapidly test high-potential opportunities, scaling those demonstrating potential for impact?
I led efforts to create an ecosystem of capabilities, programs, and partnerships that helped teams to source, explore, and validate ideas for new, tech-enabled solutions that could expand impact with clients and rewire how the firm operated. The Innovation Olympics, a signature annual event, had teams develop, test, and pitch their ideas. Winning teams secured the funding and resources needed to realize their idea. I designed the evaluation criteria and governance model, chaired the judging panel, and matched teams with relevant expertise, including advisors on legal, risk, and financial concerns, as well as with ‘innovation catalysts’ — coaches who could help them apply best practices in innovation management to bring their idea to life.
Developer Experience - Goldman Sachs
How do you accelerate the delivery of high-quality digital products and services across a highly decentralized organization?
I led an engagement to help Goldman Sachs adopt modern software development practices so that they can deliver a consistently high standard of user experience and enhance the velocity of delivery across their digital footprint. We created an ecosystem of tools, reusable assets, and learning resources that enabled product teams throughout the company to design better and build faster for a diverse set of use cases.
product operating model - mckinsey & company
I helped lead the firm’s digital transformation, including the adoption of human-centered, data-informed, and outcome-driven methods for product development and service delivery. Working in partnership with executive leadership, I helped design, test, and iterate a new operating model–including organizational and governance changes— to ensure that technology delivery was enabling high-quality client and employee experiences aligned with the business strategy and related priorities. Contributions included coaching and upskilling all levels of the organization on how to accelerate the flow of value and enhance impact by applying principles and practices from Lean, Agile, and Design Thinking. I also built and led the Technology function’s global capabilities for Design, Research, Analytics & Data Science, shaping the strategy, operations, talent, and engagement models for these teams.