Summary

Leader of Customer Experience teams with strengths developed from more than 20 years of experience in interface design, customer championship and marketing management.

Proven ability to deliver differentiated, engaging products to acquire and retain the highest value customers for a global company.

Expertise includes:

  • user experience evangelism
  • innovation / differentiation
  • intrapreneurial leadership
  • communication of the vision
  • team building/leadership
  • product globalization/localization
  • process definition
  • product definition

Work History

Work History
Mar 2008 - Present

Vice President, Central Region

Human Factors International
  • Led sales and delivery of usability consulting services
  • Responsible for $4.4 M of work in the fiscal year
  • Managed team of sales staff, usability specialists and interface design consultants across the Central Region including India-based staff
  • Performed functions including team selling, proposal writing, public speaking, client training, and employee mentoring
Dec 2005 - Mar 2008

Marketing Director

Travelocity
  • Reduced calls to call center agents by 5% by replacing outdated call center system with best-in-class interactive voice response system
  • Decreased storage costs by 50% while decreasing calls to the call center and increasing customer satisfaction by conceiving and directing initiative to reduce bad data in customer profiles
  • Increased customer registration 3x by redesigning and relaunching a subscription service that provides customers with airfare pricing alerts
  • Piloted text mining application to extract Net Promoter positive and negative drivers from customer surveys and emails
  • Launched mobile solution for WAP and iPhone
Mar 2002 - Dec 2005

Director, Customer Experience

Travelocity
  • Introduced company to information architecture role, building team to 15 people, resulting in dramatic improvements to interface designs, increased share of wallet and 10% reduction in overall development effort
  • Created internal usability testing team and directed lab-based testing for each project greatly decreasing interface flaws before development began
  • Created and managed Front-End Technology group responsible for advanced web interfaces, JavaScript, Flash, HTML standards, CSS applications and browser testing
  • Doubled design team, hiring exceptional talent, reducing bottlenecks in project process and pulling interface resources more in line with development resources
  • Responsible for scoping and staffing of Design, Information Architecture and Front-end Technology for all projects
Jan 2001 - Mar 2002

Director, User Experience

  • Deliver user interface experience (integrated portal and product applications) to improve customer satisfaction, reduce churn, and increase non-sub revenues
  • Hired and directed complete team of User Interface specialists including 7 information architects, 4 user research specialists, 2 accessibility specialists
  • Integrated three major groups–information architecture, user research and accessibility, completely new to Prodigy, into standard company practices
  • Directed redesign of all sections of portal from ground up dramatically enhancing usability of the website
  • Evangelized internally the importance of User Interface involvement throughout product lifecycle
  • Ongoing sponsor for making Prodigy products accessible for the physically impaired
  • Directed interface design of Web application that integrated a browser, calendar, mail, media player and IM
Jul 1999 - Sep 2000

Executive Producer

LeisurePlanet
  • Company director responsible for creating and developing a multinational, multilingual e-commerce website with localized content and service in 12 countries
  • Instrumental part of 7 member managerial team raising $30M in capital from LVMH (Europe@Web) and LPHL as well as securing multi-million dollar, global online partnerships with CNN, Yahoo!, Lycos and InfoSpace
  • Directed, motivated and mentored a team of 30 people including multi-national producers, editors, translators and project managers based in Belgium, Holland, South Africa and U.S.
  • Recreated and redesigned existing user-interface and information architecture, presenting user-friendly solutions to interface and navigation problems including functional descriptions, business logic, screenflows, mock-ups and HTML
  • Managed close working relationships with technology teams to troubleshoot HTML coding challenges and improve overall functionality and performance of site
  • Initiated a site review process bringing in experts, such as David Siegel and @tmosphere, to objectively evaluate site functionality and usability
  • Managed and monitored an $8M budget, consistently and creatively meeting all budgetary requirements
  • Developed and executed online content and sales strategy with marketing, technology, merchandise, travel network, customer care and business development
  • Created a traffic audit strategy for each shop front to ensure high visitation and subsequent transactions
  • Worked with Senior Creative Director and team at BBDO Internet arm to develop and maintain a consistent brand vision and identity with all visual materials for Web, print and broadcast
  • Secured multiple tactical partnerships including:- Translation partnership with SDL Translation Services resulting in $3M+ contract- Platform delivery partnerships with Vignette Story Server and IBM WebSphere- System development partnerships for new booking engine with Worldspan (US), HitchHiker (Germany) and PQ Africa (South Africa)
Mar 1997 - Jun 1999

User Interface Design Manager

Travelocity
1996 - 1999

Owner

Holmes Multimedia Marketing

Education

Education

Certifications

Certifications

Certified Usability Analyst

HFI, CUA Course