Resume

I led the development of a Design System that supported the Digital Content Transformation initiative, enhancing collaboration among US commercial marketing teams. My role involved leading cross-functional efforts to create a cohesive set of design patterns, ultimately driving innovation and efficiency in design practices through modular content.

Led design and prototyping in support of Novartis Patient Support & Services(PSS) team, applying a rigorous test-and-learn methodology mixing hands-on design, user testing, and strategic narratives.

Responsible for the mapping, measurement, data integration, and testing of the core, enabling, and enhancing service layers of a new rare disease business unit orchestrating the experience of Health Care Providers, Insurance Providers, Specialty Pharmacists, Patients, and their Caregivers from end to end.

Delivered high-priority initiatives, enabling cross-disciplinary teams to improve omnichannel marketing using human-centered principles

Created the first US Service Design certificate course and workshops on storyboarding, advanced service strategy, and mapping ecosystems.

Led design research and prototyping, resulting in digital experiences that made health insurance decisions more intuitive. Across four agile teams, I was responsible for the end-to-end service experience design process from ideation and research through quarterly releases.

Contributed to the information architecture and designed a modular structure for a re-imagined customer experience adding new digital layers to their ecosystem.

Led cross-disciplinary project work streams through user research, designed prototypes, shaped market strategy, and defined relevant KPIs for UnitedHealthcare, United Healthcare International, Airgas, Exelon, FLOR, and many other large clients, solving for simplicity and market dynamics.