Experience

  • Vice President Global Experience Design

    at HP Inc.

    November 2011 - June 2016

    California

    n Directed gathering of customer insights, qualitative and quantitative user research, instrumental in driving $15B+ revenue, $5B+ profit annually for the business unit; responsible for all digital and mobile strategies; key leader in product strategy and global sales negotiations; n Managed a $20M budget, and a staff of 150 globally, across 6 studios, within one percent n Developed unifying industrial & digital design languages across product portfolios, resulting in countless Design awards; created new sub brands and categories to attract new millennial customers n innovated a new ink- subscription experience and revenue model; aggressively grew revenue in declining categories n Responsible for consistent experiences from digital, omni-channel to retail environments, including ecommerce solutions and effective upsell and cross sell campaigns n Spearheaded Design Thinking (customer-centric) innovation approach to an engineering-led R&D organization

  • Vice President Creative, User Experience

    at The Active Network

    January 2009 - November 2011

    California

    n scaled organization from two to a 100+ cross-functional organization (including designers, researchers, writers and business analysts) n Created a scalable design architecture, for hundreds of software (web, cloud, mobile, desktop) applications (from consumer to enterprise), rich-internet-applications n Collaborated to unify the brand, by creating the digital branding strategy, from B2C to B2B, to reinforce the corporate value proposition and brand personality, prior to IPO; responsible for all end to end customer experiences, and delivering compelling digital experiences n Inspired world-class user and market research disciplines, from qualitative, ethnographic field research to summative, quantitative validation, to drive customer-facing metrics (CSat, NPS, usability, etc.) n Significantly improved design, development efficiencies and time-to-market, by championing extensive product- wide design and code standards, that unified product families, and enabled product innovation

  • Senior Director User Experience Design (UED) & User Research

    at PayPal, an eBay Company

    January 2004 - January 2009

    California

    n Developed, mentored a world-class design team to disrupt digital and mobile payments, while growing from 18 to 150+ staff globally n Optimized payment flows by leveraging web analytics, attitudinal and behavioral user research insights, resulting in $50M+ in annual revenue gains through improved conversion and support cost avoidance n Leveraged customer contact centers as a source of customer insights, pain points and revenue opportunities n As the owner of the digital and mobile innovation strategies, spearheaded two major site redesigns and the industry’s first-ever mobile payments application, by significantly improving ease of use, while increasing conversion rates, driving higher CSat and NPS n Directly influenced the ecommerce strategy for thousands of global retailers, online brands and ecommerce providers, while helping them improve usability, conversion and sales

  • Director GUI Architecture Interactive eBusiness, Internet Marketing

    at Eastman Kodak Co.

    January 1998 - January 2004

    New York

    n Led the creation of scalable user experience architecture for 100,000+ page, award-winning website, across 50+ global ecommerce sites (including all up selling and cross selling initiatives), resulting in multi-million dollar revenue stream for both film and digital cameras n Architected an online, self-help Service and Support system, that drove a 20% reduction in the $20M annual customer support costs by partnered with customer contact centers n Help assert Kodak's dominance in digital photography, by collaborating on the creation of Kodak EasyShare Gallery (image storage, processing, sharing and engagement tools) photo site, one of the top five award- winning sites (from 250+ originators) n Directed all aspects of qualitative customer insights and user research, leveraging voice-of-the-customer data, business research, and customer segmentation to target customers (e.g., upsell, cross-sell, self help opportunities) to increase revenue and reduce support costs

  • Team Lead, Business Intelligence

    at Cognos Inc. (now an IBM company)

    January 1996 - January 1998

    Ontario

Education

  • Human Computer Interaction

    at University of Guelph

    1998 - 2001 (3 years) Ontario

  • Computer Science

    at Laurentian University

    1990 - 1994 (4 years) Ontario

Languages

  • English Native

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