Expert in leading teams to successfully design, develop and manage user-centric experiences for products, services and web sites
Over 20 years of director level, cross functional leadership in consumer and product lifecycle management, research design and interpretation, marketing, consulting, and e-technology innovations -- often as a change agent; Results-oriented, resourceful and strategic problem-solver, skilled at successfully affecting collaborative team productivity, and maintaining flexibility in fast-paced and changing environments; Recognized by CXOs, multidisciplinary client teams, and industry experts as a thought leader in user-centered design practices; Demonstrated expertise in developing solutions that generate incremental revenue for large-scale e-commerce and content-focused web sites while balancing user experience, business needs and brand position; Experienced in multiple industries, domestic and international markets, and start-up and Fortune 100 organizations; P&L responsibilities in excess of $30M.
Leadership, cross-functional team building, critical thinking, customer relations, problem solving, breadth of vertical and market insights
University of Denver
Probability & Statistics , Probability & Statistics
May 1987 - May 1987
University of Denver
Computer Science, Psychology , Computer Science, Psychology
May 1987 - May 1987
User Experience Consultant
userXmedia , Atlanta
November 2005 - October 2011
Advise clients from various industries on both internal and external projects; Provide strategic planning, oversight and review of best practices, channel strategies, enabling technologies, social media, web development & design, conversion metrics and performance analysis, competitive intelligence, heuristic reviews, and general insights regarding online consumer behaviors.
Consulting Director, Customer Experience Mgmt
July 2004 - November 2005
Partnered with clients at the executive level providing strategic direction, actionable solutions and informed decisions to maximize user experience, revenue potential, and overall site effectiveness; Provided a 360 view of customers, competitors and marketplace; Led regional teams of senior consultants and analysts in large-scale engagements across multiple verticals; Provided thorough analyses, insights and recommendations, and identified opportunities and problem areas throughout various consumer touch points; Developed effective, scalable solutions and leveraged knowledge acquired through user testing across various industries; Defined best practices for user-centered design processes, information architecture, customer conversion and retention metrics, innovative technology for site functionality, and communication strategies.
Audience Development Manager
COXnet (online division of Cox Newspapers, Inc.) , Atlanta
June 2002 - July 2004
Effectively spearheaded the understanding and use of user-centered principles throughout a highly matrix environment of newspaper sites for Cox Newspapers, Inc.; Created user experience department, directing managers in Usability, Audience Analysis, Research and User Testing, and Interactive/CRM Marketing; Reported to the General Manager and served as primary spokesperson, thought leader and consultant to the executive staff, and the organization as a whole; Promoted the value of user-centered testing, design and development processes; Provided recommendations and guidance for user experience enhancements to existing sites and new channel developments; Evaluated content strategy, business and technology acquisitions, and sales and marketing positioning; Created, designed and implemented the first organization-wide CRM initiative.
Director, E-Commerce Programs
Worldspan , Atlanta
September 2000 - November 2001
Led multi-disciplinary teams in identifying critical factors for planning and developing the organization's first B2C endeavor - a private-label, Internet Travel Booking Engine for US, European, and Latin American markets; Integrated mainframe data with online data in a multi-language platform for distribution via Internet, wireless and iTV.
Director, Content & Programming
Cox Interactive Media (mp3radio.com) , Atlanta
January 1999 - January 2000
Founding member and principle architect of the largest network of radio affiliate web sites in the US; Orchestrated product design, personnel, budgeting, interactive marketing, technology, and content development for 7 genre-specific network Internet sites co-branded in the top 50+ US markets; Launched more than 400 sites in less than 90 days increasing traffic for affiliate sites at a rate of 12% per month. This product became the framework for network development of all 79 Cox Radio properties - the 4th largest radio company in the US. (http://www.cxri.net/)
Product Marketing Manager
Cox Interactive Media (corporate) , Atlanta
January 1998 - January 1999
Provided oversight to market operations for CIM web sites and portals in 11 Top 50 US markets, including #1 rated local web site in the US; Assisted in developing the methodology and systems to introduce web tracking metrics to provide audience insights, segmentation strategies, development of lifetime value models, and effective execution of creative assets, positioning and messaging strategies.
Manager, Product Marketing
Cox Interactive Media , Charlotte
January 1997 - January 1998
Directed content, redesign and marketing strategies for regional portal (GoCarolinas.com) as well as Cox's #1 rated television station (WSOC-TV.com); Managed online and traditional research and marketing; Increased site traffic from 750,000 to 3 million page views per month in less than a year, more than doubling penetration among local Internet users from 21% to 58%.
Program Director, WLNK - 107.9 the LINK
Jefferson Pilot Communications , Charlotte
January 1996 - January 1997
Managed cross functional personnel, format, research, Internet presence, marketing, and promotions. Transformed all aspects of the station and branding from Sunny 107.9 to The Link.
Achieved 33%-76% quarterly growth in key demographics.
Director, Operations & Programming
Noble Broadcast Group , Denver
January 1993 - January 1994
Directed operations and performance of stations’ products: cross functional personnel, format, research, engineering, marketing, and promotions; Achieved 30%-60% growth per station in target demographics over six-month period
Promotions Manager, Mercury Records
PolyGram , Denver
January 1992 - January 1993
Program Director, KQKS Denver, CO
Western Cities Broadcasting , Denver
January 1986 - January 1992
Managed operations and performance of on-air product: cross functional personnel, format, research, engineering, marketing, and promotions; Developed first in-house research department for a Colorado radio property; Achieved an average 24% growth per quarter to attain lead in market share