Résumé

PROFESSIONAL EXPERIENCE


Strategic CX & Content Leadership (Consulting Practice) | 2024 – Present & 2019
Providing fractional Principal-level strategy and technical architecture for Fortune 500 digital transformations.

CX Content Strategy Lead | TIAA (via Granite Solutions) | remote | 2025 – Present

  • Content Transformation: Engineering the content experience for a multi-track digital product, collaborating (Design, Product, Technology), ensuring regulatory compliance and UX precision across the financial lifecycle funnel.

  • AI Optimization: Developing a proprietary GenAI workflow to automate content iteration, increasing personal output efficiency by 50% while adhering to compliance and guidelines.

CX/Marketing Strategy & Content Lead | American Family Insurance | remote | 2024 – 2025

  • Practice Foundation: Established the content practice from the ground up, implementing process for technical tools including Ditto, GenAI and Sitecore to drive operational maturity.

  • Process Optimization: Developed a unified content operations framework (campaigns, guidelines, resources and approvals) that reduced delivery friction and ensured consistency.

  • Systemic Impact: Led a customer account communications overhaul that reduced call center volume by 25% and increased "Quote & Bind" completion rates by up to 10% per iteration.

Content Strategy Lead, CX | Wells Fargo | San Francisco | 2019 – 2020
Transformed a high-profile B2B commercial banking journey for a digital-first ecosystem.   

 

Senior Manager, Content Strategy | Silicon Valley Bank | San Francisco, remote | 2020 – 2024
Promoted twice to lead content strategy; retained through First Citizens Bank acquisition to ensure  departmental transition and ecosystem continuity.

  • Ecosystem Governance: Spearheaded the creation of the enterprise digital design system and content architecture; established global standards for taxonomies, lexicons and component-based editorial guides.

  • Team Development: Managed and mentored a team of content strategists, fostering a high-performance culture aligned with executive product and marketing goals.

  • Technical Influence: Partnered with Product and Engineering leadership to unify digital touchpoints across the fintech ecosystem, increasing operational efficiency by 75%.

  • High-Stakes Optimization:

    • Self-Service: Reduced customer service call volume by 50% through a modernized CMS communications strategy.

    • Adoption: Increased virtual card adoption by 80% through iterative, data-driven UX optimization.


Associate Strategy Director – Content Strategy Lead | AKQA | San Francisco | 2020
Led large-scale digital innovation content strategy proposals in collaboration with agency leads for global tech clients including Meta and PayPal. Tenure was impacted by pandemic-related agency restructuring and client-side budget freezes. Furloughed July 2020.

Content Strategy Director, Marketing Insights | Huge/Hero Digital | San Francisco | 2017 – 2019
Designed and directed full-funnel, omni-channel content and marketing strategies for a portfolio of Fortune 500 clients, including Bank of America, Berkshire Hathaway, Twitter, Workday and Chevron.

  • Omni-channel Strategy: Architected digital ecosystem content strategies, unifying brand storytelling with technical UX precision.

  • Strategic Advisement: Created data-backed personas, journeys and SEO strategies to identify acquisition to retention growth opportunities for global B2B and B2C brands.

  • Content Modeling: Governed end-to-end execution for complex CMS-ready content architectures (AEM/Sitecore), including SEO strategy and taxonomy design.

 

UX Content Strategy Manager, e-Commerce | Walmart | San Francisco Bay Area |  2015 – 2017

  • Product Innovation: Scaled content strategy for high-visibility pilots, including on-demand ordering and digital payments; achieved a 75% success rate.

  • Conversion Optimization: Leveraged customer analytics and user testing to design inclusive, accessible checkout journeys that drove iterative increases in conversion rates.

  • Ecosystem Governance: Engineered cross-platform content matrices to unify the customer experience across iOS, Android, and web; founded and led a division-wide community of practice to standardize content collaboration.

 

Manager, Content Strategy | Publicis/SapientNitro | New York | 2012 – 2014

  • Multi-Industry Strategy: Created data-driven content ecosystems and governance models for global brands including Verizon, Target and New York Life, aligning SEO and taxonomy with high-level business goals.

  • Business Development: Secured new business through strategic content roadmaps and estimations for complex, CMS-driven digital transformations.

Manager, Program Management (promoted from Senior Associate) | SapientNitro | 2010 – 2012

  • Portfolio Delivery: Directed end-to-end digital experience delivery for a $1.4M portfolio (AT&T, Cigna, Sallie Mae), consistently exceeding profitability margins through rigorous risk mitigation and resource optimization.

 

SELECTED PORTFOLIO & PREVIOUS LEADERSHIP  |  San Francisco and New York
High-impact engagements and leadership roles within Fintech, Banking and Agency sectors: AKQA (PayPal & Meta), GE Capital (Gap Inc. Cards), Deutsche Bank, AIG and Environmental Defense Fund.

                                                                                                                                               

EDUCATION & PROFESSIONAL DEVELOPMENT

The Wharton School (University of Pennsylvania) | Certificate, AI Fundamentals for Business
Pratt Institute | MS, Communications Design
State University of New York at Buffalo | BA, Art History & Studio Art
UX Content Collective | AI Content Strategy Playbook workshop

 

COMMUNITY LEADERSHIP

Pratt Institute, Alumni Advisory Board Member | 2020 – present
Silicon Valley Bank, Ally Chair for Black ERG | 2020 – 2024