Resumé

Dual role leading strategy and planning for the Devices Design Group, to establish the operational rigor for effective innovation management and customer-driven portfolio planning; additionally led the Amazon Design community teams establishing the foundational programs for design and designers to thrive across Amazon businesses.

Built and led the design teams responsible for developing the end to end CX and brand personality of Amazon Fresh Stores - the first truly hybrid, online/offline grocery offering. This includes development of the Dash Cart, a smart shopping cart that recognizes items as you shop, and skips the checkout line and leadership of UX, ID, and Design Research across Amazon Physical Stores - Fresh, Go, Books, and 4-star, and new concept development.

Led a global, multi-disciplinary team to launch new content experiences such as 3P Channels, Live, and Indy content across mobile, web, and living-room clients.  Spearheaded a program to develop rigorous CX quality metrics, quantify the relationship of customer satisfaction and engagement behavior, and elevate CX investments on the constrained roadmap.  Drove the first comprehensive cross client, cross platform CX improvement initiative since AV launched.

Built and Led the Design organization for the Kindle Content Ecosystem - covering the enterprise experiences for Authors and Publishers, and the consumer experiences for Shoppers and Readers.  We crafted a vision of a unified Kindle experience from content creation, publishing, discovery, through to consumption, and began the journey to move the CX toward that vision.

Led the Industrial Design, User Experience and Portfolio Planning teams. I joined to build and lead a unified ID & UX Planning function and created a two-year roadmap. This grew to the role of leading the overall integrated Design organization. By creating a company wide innovation startup framework this team put customer led insights at the forefront of product planning, shipped significant device and UX innovations, and received international recognition for the results.

Led and grew the core Windows Phone 7 design, research and AD teams while re-planning the user experience architecture. Led the combined Zune and Media Center UX teams in the Entertainment and Devices organization.

Built and led central design organizations of Innovation Planning, Design Research, Advanced Product Development, and Industrial & Interaction Design. Responsible for strategic planning, customer intelligence, innovation, and design execution. Drove new start-up directions for the company in the areas of health care devices, self-service and mobile shopping solutions.  Active on executive committees responsible for shaping new business strategy, business planning, marketing operations, new ventures, product lifecycle management, and innovation.

Led the integrated team of Industrial, Environmental, and Interaction Designers supporting NCR’s Retail, Financial, & Computing business units where we pioneered self-service retail and banking technology into physical environments such as grocery stores, and public spaces.   Founded the Interaction Design practice, and grew this team into an innovative service organization of research, design, and human factors specialists.