I lead UX content strategy and design for complex enterprise ecosystems, helping organizations scale clear, consistent, and human-centred experiences across products and channels.
My work focuses on building and operationalizing data-driven content systems (governance, standards, and workflows) that improve quality, accelerate delivery, and align user needs with measurable business outcomes.
I’ve collaborated on high-impact transformations across web, mobile, and conversational/AI interfaces, partnering with design, product, engineering, and marketing teams in agile environments. My experience spans large-scale digital banking, telecom, and retail ecosystems, where clarity, consistency, and speed at scale are critical.
What I bring:
➡Strategic leadership
Lead/senior-level ownership of UX content strategy across complex initiatives. I build alignment across cross-functional teams and establish content as a core design discipline within product organizations.
➡Content systems & operations (ContentOps)
Design and implement scalable content operating models, including governance frameworks, design systems integration, and workflow optimization—improving visibility, consistency, and velocity.
➡Enterprise transformation
Deep experience working within large, matrixed organizations (e.g., Walmart U.S., ATB Financial, AT&T), leading initiatives such as digital banking transformations and high-volume content audits.
➡UX writing & experience design
Hands-on expertise shaping and optimizing end-to-end experiences across transactional flows, onboarding, servicing, and support—simplifying complex systems into intuitive, accessible interactions.
➡Coaching & capability building
Mentor writers and designers, establish communities of practice, and raise the maturity of content design through standards, tooling, and shared ways of working.
Selected impact:
✓Contributed to improved customer experience outcomes recognized by J.D. Power and Forrester CX rankings
✓Nominated to ATB Financial’s President’s League (top 1% of performers)
✓Helped drive $6.7M in credit limit increases via chatbot-driven self-service
✓Drove adoption of digital banking, 4.5 peak app store ratings for ATB Personal & Business mobile.