Executive profile
Product design and digital experience leader for complex, decision-heavy insurance and financial services journeys, from shopping and quote through application, purchase and servicing. Design-trained, I build and lead multidisciplinary design, research and analytics teams that turn ambiguity into clear, simple flows and measurable growth: higher conversion, lower effort, faster delivery. I raise the bar on craft and design culture through design systems, accessibility, experimentation, behavioral insight and clear storytelling for executives.
- 40
- Person multidisciplinary organization built and led
- 20+
- Customer journeys · 50M+ annual interactions
- $30M
- Digital investment portfolio directed and owned
- 100+
- Experiments a year, building a test-and-learn culture
- $15M+
- Business value from experience investments
Experience
USAA Life Company
Remote · Mar 2022 – PresentDirector, Digital Product & Technical Management
One director role, three portfolios. Enterprise digital experience, UX and product portfolio strategy across Life, Health, Retirement and Annuity portfolios serving millions of members, leading multidisciplinary product, design, engineering, research and analytics teams.
New Digital Experiences & Design
2026 – PresentLead the design of every new front-end experience, and the research, analytics and qualitative insight behind it.
Post-Sale Experiences
2024 – 2026Led the digital experiences members use after purchase: servicing, self-service and retention, reaching 73% digital satisfaction (at target) in 2024.
Digital Insights & Governance
2022 – 2024Led digital insights, measurement and governance across the portfolio.
Across these portfolios
- Defined end-to-end experience strategy, journey architecture and product roadmaps across 20+ customer journeys spanning acquisition, onboarding, servicing, claims, retention and self-service.
- Direct a $30M enterprise digital investment portfolio, balancing customer value, product strategy, technology investment and business outcomes.
- Rebuilt the Term Life quoting experience around life moments, increasing quote completion 32% year over year, and led Essential Term Life funnel remediation that improved conversion by more than 30%.
- Built and scaled an experimentation capability of 100+ tests a year, generating $15M+ in incremental business value through optimization, personalization and conversion improvement.
- Designed and implemented a human-centered Product Operating Model aligning persistent Product, Design, Engineering, Analytics and business teams around customer journeys, increasing story points delivered 62% against the legacy teams’ baseline.
- Integrated AI-assisted prototyping, competitive research, behavioral analytics and Voice of Customer into experience strategy, connected to enterprise design systems.
- Established experience standards, accessibility governance, design review, KPI frameworks and portfolio governance.
- Led cross-channel journey strategy connecting digital, advisor and service experiences, expanding self-service while reducing customer effort and cost-to-serve.
Travelers
Hartford, CT · Nov 2019 – Mar 2022Senior Director, Business Intelligence & Product Strategy
Nov 2019 – Mar 2022Led strategy, product development, experience design and analytics for enterprise business-performance products and decision platforms serving 500+ executive stakeholders.
- Owned strategy, roadmap, experience direction and investment prioritization for analytics products and decision platforms spanning 30 business units, 300+ consultants and 20+ applications.
- Led the Risk Control Operating Dashboard, an intelligence hub for 30 business units that consolidated 20+ applications and tools, bringing performance, scheduling, training, quality and accuracy into one experience: 90% adoption and task completion time down 65%.
- Through the dashboard, improved data integrity 35%, satisfaction 25% and operational efficiency 28%, and reduced support requests 30%.
- Established cross-functional product operating practices, reducing cycle time 35% and improving delivery predictability 40%.
- Translated complex customer, business and analytical insight into executive narratives for faster, evidence-based investment decisions.
MAPFRE Insurance
Boston, MA · Dec 2005 – Oct 2019Progressed through increasingly senior roles spanning operations, digital product management, UX and design, digital commerce, innovation, and enterprise strategy and transformation, ultimately holding P&L leadership for the digital and direct-to-consumer channels.
Director, Enterprise Strategy & Transformation · Head of Innovation Lab
2019- Led an enterprise-wide human-centered design transformation across 10+ Agile teams, reducing time-to-market 36%.
- Established design governance, critique and cross-functional operating practices that raised design maturity across portfolios.
- Founded the enterprise Innovation Lab: 25+ prototype concepts, 30% commercialized, $8M+ in new business opportunities.
- Coached executives, product leaders and delivery teams to scale human-centered design and customer-centric decision-making.
Director, Digital Product & Experience · UX, Design Systems & Omnichannel
2017 – 2018- Owned P&L, product strategy, customer experience and growth for enterprise digital and direct-to-consumer sales channels.
- Launched Digital Direct, MAPFRE's first direct-to-consumer channel: 70% annual growth, the company's #1 producer of new business, and 40% lower cost per acquisition through multi-touch attribution.
- Built and scaled two enterprise design systems across multiple brands: 90% organizational adoption, design and development costs down 20%.
- Built and led a multidisciplinary organization of 40 product, UX, research, analytics, marketing and engineering professionals.
- Directed the redesign of the digital insurance shopping experience, recognized by J.D. Power, increasing digital engagement 38% and profitability 20%.
Manager, Digital Products & Experience · UX & Journey Design
2015 – 2017- Increased visit-to-quote conversion 32% and reduced digital abandonment 24% through journey redesign, behavioral analytics and conversion optimization.
- Developed profitability analytics that improved portfolio performance by $3M a year.
Earlier career: Kohl’s and Staples.
Expertise
Product design leadership
- Product & UX design
- Interaction & visual design
- Conversion & behavior design
- Design systems
- Accessibility
- Design critique & culture
Research & optimization
- User research
- Behavioral analytics
- Experimentation
- Conversion optimization
- Voice of Customer
- Experience measurement
Experience strategy
- Experience strategy
- Journey design
- Service design
- Omnichannel experience
- Information architecture
- Design storytelling
Digital product leadership
- Product strategy
- Roadmaps
- Portfolio management
- Agile delivery
- Product operating models
- Digital transformation
Executive leadership
- Team building & mentoring
- Cross-functional leadership
- Executive influence
- Governance
- Change leadership
- Organizational design
Platforms & technology
Education & certifications
- BFA, Visual Communication DesignRhode Island School of Design
- Professional Certificate, Human-Computer InteractionGeorgia Institute of Technology
- MBA, Business Intelligence & Data AnalyticsUniversity of Massachusetts Global · expected Dec 2026
- Digital Product ManagementThe University of Texas at Austin
- Digital Transformation StrategyBoston University
- Certified Change Management PractitionerProsci
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