Director of Design Experience Strategy and Growth Delivery
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Summary
Catherine is recognized by cross-functional peers and team leaders as a rare, highly versatile digital experience leader and executioner who perfectly bridges the gap between creative storytelling, strategy, tactics, practices, prototyping, testing, evaluating, validating and operational science. She is widely considered a pioneer in closing the customer feedback loop, utilizing her signature hub-and-spoke flywheel architectures to systematically bridge qualitative customer sentiment with quantitative verified action plans. Her peers heavily underscore her ability to turn disparate customer and UX data streams into a 360-degree, relational map that maximizes NPS, CSAT, UX and customer lifetime value (CLV) while optimizing full cycle product design goals to deliver sustainable ROI. Cat uses mixed method scoring to drive the “why” behind the “what x when” in order to prioritize parallel workstreams. Cat is a player-coach and goes where needed to strengthen consensus across silos to enable, empower and enlighten stakeholders to a common cause and to gain alliance on resolutions based on data-driven design inputs. She couples this approach with years of experience, institutional knowledge and honed instincts on how to synergize ambiguity with solid evidence on which actions drive the most meaningful results.
Cat’s work is a testament to the belief that complexity can always be distilled into truth. Cat offers a rare, “purple squirrel” perspective that ensures every project—whether a global digital platform or a gallery piece—is rooted in harmony, respect, and a superior human experience.
Cat is hoping to find a transition role into the more focused industries of museum, gallery, arts and culture related sectors where her experience can bring her into the lateral creative fields. She is an artist herself and seeking to learn how to support artists regionally or globally through exposure and craft elevation. She has a fine art degree and sees a symbiotic opportunity to take her past career experience into these areas as a personal new career transition.
Education
EDUCATION
• Bachelor’s Degree for Graphic Design – UNC-Charlotte
• Diploma for Neurosciences for Digital – MIT Sloan School
• Diploma for Web-Tech Management – New Horizons Computer Learning
• Diploma for Information Architecture – Carnegie Mellon
Experience
FULL SPECTRUM DESIGN EXPERIENCE STRATEGY & GROWTH DELIVERY
Transformational and human-centered Human Experience Innovation (HXI) and Customer Experience (CX) integrator with over 25+ years of experience pioneering end-to-end website customer journeys, voice-of-customer (VoC) programs, agentic AI and data-driven digital transformations for Fortune 50 enterprise retailers, healthcare, IoT, e-commerce and high-tech startup SaaS platforms. Proven track record of cross-functional team leadership, steering complex digital goals, and translating deep customer insights into multi-million-dollar business outcomes. Expert at procuring, implementing, and scaling stack level CCaaS, AI value tool adoption, UX practices and analytic operating models that optimize key touchpoints, recover lost revenue, and maximize customer lifetime value.
CORE EXPERTISE & TOOLS: A CONVERGENT DOT CONNECTOR
- CX Disciplines: CX Strategy & Governance, End-to-End Journey Mapping, Voice of Customer (VoC) Programs, Omnichannel Analytics, Digital Transformation, Behavioral UX Research, Testing & Audits, User Experience (UX/UI) Design Strategy, Closed-Loop Feedback Resolutions, Incubators for Workshops, Prototype Testing and Innovation.
- Metrics & KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention & Loyalty (AHT, CVR, AOV), Business Intelligence (BI), Usability Testing (HCI), Voice Sentiment Analysis.
- Enterprise Platforms & CCaaS Stack: Medallia, Qualtrics, InMoment, NICE, Confirmit, ForeSee, OpinionLab, Mopinion, Clarabridge / XM Discover, Salesforce CRM, AWS, Oracle ATG, InRiver, AEM, Adobe, Magento, Versalytix, PoolParty (Graphwise), JourneyTrack,
- Design & Product Architecture: Adobe Creative Cloud, Miro, UXR tools, Claude, AEO, SEO, SemRush, Genspark.AI, NotebookLM, PIM/MDM Cloud SaaS, agentic AI tools.
- Soft Skills & Leadership: Cross-functional Collaboration, Executive Influencing, Team Building & Mentorship, Strategic Research, Technical Acumen, Empathic Storytelling.
Skills
- Creative Direction
- Visual Design
- Digital Design
- Product Design
- Team Leader
- Design Thinking
- User Experience
- Analytics
- User Engagement
- Search AEO, SEO, SEM
- Organic Search
- Website Design
- Visual Storytelling
- Video
- Photography
- AI
- Analog
- User Testing
- User Research
- Behavior Analytics
- Technology Platforms
- Creative Tools
- Prototyping
- Development
- Engagement Strategy
- Marketing
- Illustration
- Conservation
- Climate Change
- Education
- Mentor
- Learner
- Multi-Media
- HTML
- CSS
- JS
- Survey Design
- Feedback Capture
- Closed Loop Service Design
- NLP
- Information Architecture
- Gallery Support
- Retail E-commerce
- User Interface Design
- Human Computer Interaction
- Functional Flow
- Component Library Design
- Visual Design Kits
- Design Assets
- Campaign Management
- Advertising
- Promotions
- Press Releases
- Tutorials
- Demos
- Commercial
- Content Strategy
- Science and Art
Spoken Languages
- English
Attachments
Director of Design Experience Strategy and Growth Delivery
