UX/UI Strategy & Leadership
Enterprise CX Transformation
The Executive Summary
Customer churn was at 15% due to fragmented toolsets and an overly complex authentication process involving over 5 disjointed legacy identity providers.
Director of UX Strategy – Led the initiative, defining the strategic vision, gaining cross-functional buy-in, and overseeing the execution.
Reduced operational costs by 20% through a unified design system and improved login success rates by 45%.
Strategy & Vision
Aligned design initiatives directly with the company’s 3-year roadmap to sunset legacy systems and move towards a unified cloud-native architecture. Framed design not as a visual refresh, but as a core enabler of the business transition.
Created cross-departmental working groups and facilitated workshops to gain buy-in from the CISO (Security), VP of Engineering, and Marketing leaders, ensuring our solution met stringent compliance without sacrificing UX.
Operational Leadership
Mentored a focused team of 3 senior product designers, establishing clear career progression paths and expanding their scope to think strategically across platform boundaries.
Established unified design standards, governance models, and continuous integration of UX research into our agile cadences.
Successfully managed a $500k design resource budget over 12 months, delivering the project 2 weeks ahead of the required compliance deadline.
The Solution
The North Star vision was a 'Zero-Friction, Zero-Trust' architecture. Instead of focusing on wireframes of login screens, we engineered a seamless authentication pathway that intelligently elevated friction only when necessary.
Quantifiable Impact
- 01 —Standardized authentication tools for 10+ engineering teams.
- 02 —Improved customer satisfaction (CSAT) scores by 32 points.
- 03 —Increased organizational efficiency with a 50% drop in login-related support tickets.