UX Lead

March 2018 to March 2020

• UX lead for the digital service transactions portfolio, managing design activities for a multi-year beneficiary settlement program touching both customer-facing retirement and internal workstation platforms.

• Designed customer service UI for the national call center, including machine learning workflow screens for chatbot AI, and new components for transaction status notifications and SMS opt-in.

UX Director

August 2011 to July 2017

• Managed UX programs for key internal initiatives: an enterprise communication surveillance application, a security ops case management workstation, and a multi-year redesign of the employee compliance site.

• Directed platform re-architecture and design of the post- login transactions on fidelity.co.uk. Worked part time in London managing multiple program work streams and distributed design teams.

• Collaborated with teams in the US and Ireland on creating a responsive transaction flow for Fidelity Charitable.

• Led internal and agency teams on early iterations of the Fidelity Planning and Guidance Center.

September 2005 to February 2009

• Directed strategic design and execution of NetBenefits, Fidelity’s institutional participant site administering defined contribution, defined benefit, health and insurance and payroll businesses.

• Led UX teams on large redesigns, creation of advanced retirement planning experiences, benefit transaction rewrites, new features and content, maintenance and regulatory updates.

UX Lead

June 2010 to July 2011

• Created the information architecture for defined contribution online transactions in the Retirement Plan Services participant site.

• Designed a payroll processing workflow and recordkeeping interface for the plan sponsor site and internal plan administrators. Authored and conducted usability testing for internal and client users around the country.