Experience Leadership

Building the Global Creative Operating Model

My mandate was to transform a fragmented creative function into a global product experience organization capable of driving product and platform transformation. This required building the operating model, governance, and cultural alignment needed to scale globally without slowing product delivery.

• Established global governance and career frameworks to provide organizational clarity and retention.
• Built talent acquisition infrastructure to rapidly scale a high-performing, cross-functional creative organization.
• Designed the Pod operating model, blending centralized strategy with distributed execution to support global product teams.
• Introduced document-driven mechanisms to accelerate decision-making and align product, engineering, and design.

This operating model enabled the organization to scale rapidly. With executive investment secured, the team expanded from 120 U.S.-based designers into a 325+ global cross-functional organization across seven countries, including Toronto, Mexico City, London, and Zürich.

Building Teams That Deliver Breakthrough Products

High-performing product teams require clarity, autonomy, and trust. I build environments where teams can challenge assumptions, move quickly, and deliver meaningful customer and business outcomes.

I pair that autonomy with mechanisms that capture insight, reduce ambiguity, and improve decision quality. This allows teams to deliver near-term wins while building the foundations for sustained innovation and execution at global scale.

Connecting Customer Insight to Product Investment

The tipping point for customer insights is when it directly influences product funding.

I established mechanisms that turned fragmented research into an enterprise decision system. I paired a centralized repository of ≈ 1,300 studies with the Customer Experience Outcomes (CXOs) Framework, creating a repeatable way to connect customer friction to product strategy and investment. I showcased the model at the AWS Executive Leadership Summit in London, demonstrating how we used customer insight to focus AI investments.

This disciplined approach improved decision quality and helped ensure product funding targeted customers’ greatest headwinds.