Digital Experiences

Unlocking Inventory: The Amazon Seller Experience

The Amazon marketplace faced a structural bottleneck. Organically built tools had created a fragmented platform experience that made it harder for millions of sellers to operate and grow. I built and led the organization responsible for transforming the seller ecosystem, removing friction across onboarding, inventory management, and operational workflows.

The transformation focused on four core platform improvements:

• Streamlined global onboarding and inventory management to remove critical friction for millions of sellers.
• Delivered Amazon’s first Seller Design System, aligning ~1,000 engineers across ~4,000 applications and accelerating how new tools shipped.
• Launched the first third-party App Store experience for sellers, enabling businesses to integrate automation tools and external services.
• Overhauled platform navigation and discovery, helping sellers find and adopt high-value services that improved performance.

These improvements increased listing speed by 37% and reduced time to first sale by 43%. Core platform metrics also improved, including an 11% increase in customer satisfaction and a 6.7% lift in high-value click-through rates.

Digital Transformation: Shifting Culture and Revenue

Digital transformation is rarely just a technology change. It requires shifting culture, incentives, and customer behavior. At Thomson Reuters, the challenge was moving a historically sales-led organization toward scalable digital and self-service revenue.

My team transformed the digital customer journey to remove friction and make online purchasing and self-service more intuitive. These improvements contributed to 80% year-over-year growth in digital sales and a 47% increase in self-service interactions, demonstrating how customer experience can help shift behavior and enable new business models.

eCommerce Transformation: From Product to Solution

For Clarisonic, the opportunity was to shift the digital experience from a product showcase to a solution-oriented customer journey. I led the transformation of the eCommerce experience, reframing discovery, navigation, and checkout around the problems customers were trying to solve.

The transformation produced a 58% lift in conversion and a 300% increase in targeted-item sales.