Professional Experience
Senior Manager Product Design
2014 - Present
Kohl's, Menomonee Falls, WI
Plan and define research and concept of Cart and Checkout redesign, resulting in increase in placing orders by 79% of customers. Enhance average order value and units per visit for both logged-in and Guest customers. Encourage customers to pick up orders from store rather than by generating creation of "Smart cart".
- Increased orders by 79% of customers who entered the cart by defining research/concept of Cart & Checkout redesign.
- Cut cart abandonment by 2.9% & converted 10% ship to home to store pick-up via "Smart Cart".
- Achieved $3.9M in incremental revenue in Q1 with a Sticky Add to Cart button on the PDP.
- Optimized over 3.3% revenue growth per Visitor, 1.5% Revenue per Purchaser, and 1.7% Visitor Conversion by assuring clearing clarity.
- Enhanced average order value and units per visit for both logged-in and Guest customers.
Creative Director/Director Design OPS
2008 - 2014
Sears Holdings, Chicago, IL
Administered team to manage project scoping, estimation, and planning. Defined and managed user experience team's annual budget. Guided team in identifying and fulfilling customers' needs when engaging in repairs and larger decisions on home remodeling. Created simple/intuitive experiences for appliance repair and inspirational experiences for home remodeling projects.
- Augmented revenue by +14% for Home Improvement as compared to the previous year.
- Grew YoY sales by 13% & natural search by +30.7% with an engaging customer experience.
- Boosted sales by 20.82% YoY and visits by 104% with efficient services portfolio management.
- Administered team to manage project scoping, estimation, and planning.
- Defined and managed the user experience team's annual budget.
- Guided team to identify & fulfill customers’ needs for repair & large home remodeling decisions.
- Created intuitive appliance repair experiences & inspirational experiences for home remodels.
- Streamlined user experience process by devising and deploying robust design strategies.
- Ensured process and performance improvement while driving a team of researchers, CX designers, copywriters, and visual designers.
User Interface Design Manager
2002 - 2007
HSBC, Chicago, IL
- Led the creation of user interfaces for various transactional and marketing websites, including those for HSBC Bank, consumer lending, credit card, insurance, auto loans, and tax refunds divisions
- Developed user interfaces for global staff-facing applications used by 50,000 customer service representatives worldwide
- Evolved the existing web production team into a global user-centered design team and established regional cross-discipline teams in Vancouver BC, Hong Kong, and the United Kingdom
- Managed team members and projects in multiple time zones
- Created an internal UCD training program for the UCD team and provided external UCD training
Creative Director
1999 -2001
RollingStone.com, Chicago, IL
- Led third party advertising implementation strategy, resulting in a 255% increase in revenues
- Managed creative schedules for all sales initiatives while balancing creative solutions
- Designed and developed marketing, promotional collateral, advertising, and online marketing communications, leading to an increase in site traffic from 50,000 visitors a month to 235,000
- Spearheaded the launch of a complete redesign of the RollingStone.com site
- Developed methodology for designing and documenting the relaunched site
- Led the design and production of the wireless channel and AOLtv presence