I connect UX to business priorities
I translate customer pain points, behavioral insight, and journey friction into decisions that support measurable product and business goals.
Enterprise UX & CX Design Leader with 20+ years shaping product and customer experiences at Sanofi, TripAdvisor, LogMeIn, and more…
Hello!
I'm a UX and CX design leader with more than 20 years of experience helping organizations solve complex customer and business challenges through strategy, research, and product design. I work at the intersection of user needs, business priorities, and cross-functional execution—including AI-enabled product strategy and close collaboration with Medical Directors and Large Molecule Research Scientists. I help enterprise teams turn complex customer and business problems into clearer, higher-performing product and service experiences.
About
I'm especially effective in roles that require strategic clarity, organizational influence, and strong team leadership. I help teams identify the right problems, shape a path forward, and turn UX into a more visible driver of business outcomes.
Lifecycle & journey strategy
Led UX and CX strategy for enterprise lifecycle journeys, including onboarding, billing, renewals, upgrades, and account management.
Cross-functional partnership
Partnered with product, engineering, analytics, and marketing leaders to connect customer needs to OKRs, roadmaps, and experimentation.
Self-service clarity
Improved clarity and reduced friction in high-stakes self-service experiences across complex enterprise environments.
Design trust & visibility
Built trust in design through stronger team visibility, stakeholder alignment, and decision-ready UX artifacts.
Team & mentorship
Mentored designers and helped create team environments where quality, accountability, and growth could scale together.
Academic leadership
Developed syllabi and course objectives as an adjunct faculty member at Emerson College for 3 years at graduate and undergraduate levels.
Learning
Formal credentials and continuing education in UX management and design.
NN/g UX Certification in UX Management
Issued Apr 2025.
Credential ID
1093278.
IxDF AI for Designers
Course completed in August 2024.
Emerson College
Former Adjunct Faculty
Leadership
I connect design decisions to business outcomes through strategy, collaboration, and team development.
I simplify complex enterprise journeys
I specialize in high-dependency experiences such as onboarding, billing, account management, renewals, retention, and commerce, where usability and business performance are tightly connected.
I build alignment across teams
I work across product, engineering, analytics, marketing, and support to create shared understanding, clearer priorities, and stronger execution.
I grow designers and strengthen teams
I mentor designers, raise the quality of critique and collaboration, and help create environments where people can do strong work with trust and accountability.
I use AI where it adds real value
I explore AI as a product capability and design accelerant, with a focus on usefulness, clarity, and customer benefit rather than novelty alone.
Brands
I've led or contributed to UX and CX work for these established brands and product teams. Detailed work history and methodology are available in conversation.
Sanofi
Since 2022
Inspiration
These thought leaders have shaped my perspective on design: balancing craft and systems thinking, advocating for human-centered outcomes and building team cultures where clarity, curiosity and accountability drive better products.
Paul Rand
Don't try to be original; just try to be good.
This quote from Paul Rand has grounded my design leadership for over 25 years. It's a reminder that being 'good' at this craft isn't about personal ego—it's about the users. When we solve problems in the simplest and most relevant way for our clients and their customers, the work speaks for itself.
John Maeda
People who can focus, get things done. People who can prioritize, get the right things done.
John Maeda is spot on. I've always believed that defining the right problem matters more than finding a fast answer. By anchoring our work in research rather than guesswork, we deliver genuine value to everyone involved. I make it a priority to communicate this to stakeholders: spending time early to gain insight isn't just good design—it's a strategic move to prevent expensive mistakes.
Testimonials
Thanks to the folks that took the time to write the following testimonials. I am humbled and proud to share your words.
John advocates for his team at every level and develops people while driving results.
Senior Product Designer, current colleague
John was a critical member of our growth team driving eCommerce success. He collaborates excellently across functions.
VP of Growth, former manager
John never hesitates to do what's required. His dedication and work ethic show in everything he delivers.
Lead CX @ Tripadvisor, former colleague
John is a top creative talent and strategic consultant. I've hired him repeatedly for almost 10 years.
VP of Creative & Entrepreneur, former client