Lead Product Designer with 14+ years of experience in UX research, visual design, and product strategy, including 4 years specializing in Enterprise SaaS platforms.
Experience
Lead Product Designer | Vacasa
Jan 2021 - Present
• Design an Enterprise SaaS relocation management platform for a 50+ member customer service team by conducting extensive user research and implementing automated case prioritization. Replacing 190+ manual steps and reducing critical resolution times by 68% across 45,000+ annual guest relocations.
• Build a market rate comparison tool by conducting iterative UX research and implementing data visualization, improving user comprehension from 42% to 87% and reducing pricing-related support tickets by 13% while increasing Weekly Active Users by 30%.
• Develop a cancellation policy reference system for 200+ member customer service team through user research with 30 agents, creating a flexible tool for real-time refund eligibility that reduced call handling time by 19% across 40,000+ annual cancellation requests
• Launched a self-inspection feature in a progressive web app by researching field ops workflows and designing an intelligent checklist system, replacing costly inspector visits and eliminating bottlenecks across 20,000-35,000 monthly turnovers.
• Created an AI-integrated dashboard for a 100+ person support team through user research with 15 agents, combining ticket history and sentiment data to provide instant customer context across 40,000+ owner accounts.
Product Designer | Goldstar Events
Sept 2019 - Jan 2021
• Led the mobile product details page redesign project, conducting competitive analysis with Groupon and usability testing with 20 participants. Implemented Baymard Institute UX research insights that increased conversion rate by 30% (from 1.86% to 2.41%) and improved app-to-purchase conversion by 28%.
Assoc. Product Manager | Orchestra Software
June 2019 - Aug 2019
• Conducted field research at 10 craft beverage facilities while partnering with a UX designer to inform UX strategy for a complex SAP-based ERP system redesign. Identified critical usability barriers in specialized manufacturing workflows serving 200+ brewery customers across the craft beer, wine, and cider industries.
Product Strategist | FIFCO USA
Feb 2016 - May 2019
• Increased keg sales by 70% at key account through field research and hands-on design solution, hand-painting
draft handle display to improve product visibility and brand recognition in dimly lit bar environment.
• Conducted consumer research through focus groups and in-store interviews, translating behavioral insights into product positioning strategies that guided design decisions across 15+ craft beer brands.
• Developed annual business plans through competitive analysis and market research, identifying beverage trends
within the craft beer industry to guide strategic product development initiatives.
• Identified emerging hazy IPA trend through comprehensive market research and consumer analysis, informing Pyramid's Coast Day IPA launch which became the brand's #3 best-selling product in 2019.
• Managed $1.15M in annual team sales through strategic wholesaler relationship maintenance across Oregon and Southwest Washington.
Beer Brewer | Portland Brewing Co.
Jan 2014 - Feb 2016
• Reduced production waste by 80% and saved $350,000+ annually through user research with brewing staff, identifying analog temperature monitoring inefficiencies and implementing digital readout solution that prevented batch failures and eliminated human error.
Beer Kegging Line Operator | Harpoon Brewery
Jun 2012 - Jun 2013
• Prevented costly equipment failures through critical monitoring gap identification in tank pressure systems, implementing $100 remote camera monitoring solution that eliminated disruptive facility-wide monitoring runs and prevented tank implosions that had previously resulted in millions in equipment damage.
Interactive Designer | EveryScape Inc.
Jul 2010 - Jun 2012
• Produced 1,500+ immersive 3D business tours across hospitality, retail, and real estate by editing panoramic photography and creating custom animations, delivering seamless user experiences between tour locations.
• Streamlined production workflows by developing Photoshop automation tools and cross-team processes, boosting design team efficiency in panoramic tour creation.
• Collaborated with engineers, sales, and business owners to redesign core Ul functionality, ensure accurate brand representation, and prepare 3D tour software for commercial licensing.
Education
Emmanuel College
Sept 2005 - May 2009
Skills
Figma
Sketch
Wireframing
User Research
Prototyping
UI Design
UX Design
UserTesting.com
Research Methodologies
Ethnography
Interviewing
Workshopping
Surveys
Contextual Inquiry
Service Blueprinting
Persona Development
Process Diagramming