CenterWell Pharmacy, Inc. (Humana-owned)

Associate Director, Consumer Experience
October 2023 – Present
Developed a portfolio of digital-first transformation initiatives to strengthen $11B mail order pharmacy operations; defined strategic priorities and executed service design from concept to delivery for projects with large savings and revenue potential; deployed artificial intelligence on Web with the pharmacy’s first Virtual Assistant (VA); led vendor integration of Buy Now Pay Later financial technology doubling the average order value of credit card payments for overdue balances; pitched compelling business cases to the executive level.

Consumer Experience Lead
Facilitated human-centered design process and workshops to translate complex problems into actionable insights for the future state of digital and omnichannel experiences; completed in-depth discovery research for more than ten large-scale strategic narratives to create competitive advantages in mail order pharmacy; spearheaded a collaborative, interdisciplinary effort to increase the ratio of chats to calls 38% for significant gains in operational efficiency; developed strategy for abandoned cart emails driving $600K in revenue in six months; led marketing Test & Learns to drive self-service.

Humana, Inc.

Senior Strategy Advancement Professional
April 2020 – March 2021
Facilitated Agile product management with a cross-functional team to prioritize and refine a product backlog to resolve customer pain points and create moments that matter; delivered a roadmap for a total Web redesign contributing to a 64% increase in digital script volume YoY; proactively resolved impediments to execution.

Senior UX Research Strategist
April 2019 – January 2020
Established UX research processes from intake to delivery; conducted interviews, focus groups, card sorting, surveys, and usability testing to guide meaningful design; synthesized qualitative and quantitative datasets into visual frameworks, like journey maps and service blueprints, to support strategic decision making; regularly facilitated ideation workshops to generate solutions.

Binghampton Development Corporation

Program Manager
July 2017 – March 2019
Led ethnographic research to establish Memphis’ first nonprofit kitchen incubator; developed a food-based business curriculum; coordinated sales for 40+ minority entrepreneurs; managed a team.

Little Bird Innovation

Design Strategist
June 2016 – June 2017
Managed research projects and teams for diverse clientele doing social good in public, nonprofit, and private sectors.