Resume.

SUMMARY OF QUALIFICATIONS

As a dynamic leader with over 20 years of experience, I've consistently driven innovation and strategic development across diverse industries. My passion lies in building cutting-edge product and service development to deliver extraordinary experiences. I thrive in high-growth environments where I can foster a culture of experimentation and innovation. My expertise spans identifying industry-disruptive opportunities, crafting and executing robust experimentation strategies, and guiding cross-functional teams to market success. I love pushing boundaries, challenging the status quo, and making meaningful impacts.

PROFESSIONAL EXPERIENCE

Independent Contractor & Consultant | USA & Italy | January 2011 – present

Service Designer & Customer Experience Strategist

• Lead Customer Experience and Service Design strategies for Fortune 500 companies and ambitious startups across diverse industries, including Healthcare, Higher Education, Manufacturing, Medical Tech, and Software as a Service (SaaS).

• Collaborate with executive stakeholders and internal teams to assess existing experiences and identify areas of improvement and innovation. Craft strategies that enhance efficiency, drive sustainable growth, optimize revenue, and foster loyalty and retention.

FARFETCH | London, UK + Los Angeles, CA | July 2018 – June 2023

High-growth e-Commerce Marketplace & SaaS Tech Platform

Senior Global Director, Service Design – March 2021 - June 2023

• Launched personalized digital services, generating $58M+ in GTV and enhancing member engagement.

• Increased customer satisfaction by six points and reduced cost-to-serve by 15%, establishing a service advantage for the business and reducing customer churn.

• Led a high-performing team across Service Design, Journey Management, User Research, and Data Analytics, focusing on innovating the 360-degree user experience.

• Developed and implemented the "Luxury New Retail" omnichannel shopping and employee experience, setting industry trends.

• Led the creation of the AI award-nominated "Customer Experience Index," providing comprehensive insights for data-driven decisions.

Global Director, Service Design – July 2018 - March 2021

• Equipped the organization with service design and voice of the customer disciplines, managing agile development and influencing the product roadmap.

• Built a 30+ member team, established journey management practices, and enhanced training through digital and AI capabilities.

• Achieved 70% adoption of digital self-service channels, improving user satisfaction and operational efficiency.

ELM Learning | San Diego, CA | October 2015 – July 2018

Digital Learning Experience Design Agency working with F500 companies in the Tech, Retail, Pharmaceutical, Hospitality, Medical, and Manufacturing Industries (Google, GE, Lilly, Petco, Qualcomm, Godiva, Mars)

VP, CX & Service Design – Jan – Jul 2018 

CX Director – Mar 2016 – Jan 2017 

Service Design Consultant (Contract) –  Oct 2015 – Feb 2016 

• Brought CX frameworks/ routines and Service Design capabilities to the business, overseeing a cross-functional team and driving significant revenue growth.

• Implemented customer-centric design routines, improving NPS by 10 points and increasing revenue by 50%