Turning customer signals into experiences worth returning to.

I work at the intersection of customer behavior, service design, and operational reality — the place where insight has to survive contact with the everyday. My practice spans structured discovery, journey mapping, rapid prototyping, and the experience standards that scale a great moment into a repeatable one.

Currently Senior Experience Lead on the Core Experience Team at Chick-fil-A, where I've led work that surfaced 12+ critical pain points, accelerated decision-making cycles by 35%, and reduced vendor cost overruns by ~20%. Previous experience: Stratfield Consulting, Ogilvy / Geometry Global, and co-founder of Event Futurist.

*Work history prior to 2013 available upon request.

Years

20

Revenue impact

$60M+

Faster decisions

35%