Adapting Global Ways of Working Through Role Clarity & Strategic Mechanisms to Unlock Success
Designing for Outcomes, Building for Impact, Scaling for Global Success.
I’ve built and rolled out multiple operating models and mechanisms to scale the impact of digital and product launches. The combination of efforts can be felt in measurable business success.
Strengthening the Core
Different needs require different skills. I’ve led teams that defined career paths, standardized the hiring processes for creative roles, updating job descriptions, and introducing key missing roles ensured a solid foundation when launching products, delivering global Digital Transformations or integrating AI across portfolios.
Scaling Globally
When building the first centralized Design Org at Thomson Reuters to support a vast portfolio of products, I grew the team from 120 in three U.S. cities to over 325 globally, expanding into Toronto, Mexico City, London, Zürich, and through acquisitions, adding teams in Sweden and India.
Driving Business Impact
With relentless focus, my team launched solutions for Amazon’s 3rd party sellers and vendors that directly contributed to Amazon’s 118% increase in Gross Merchandise Sales (2017: $177B - 2020: $386B). At Thomson Reuters $6B-a-year business, our contributions enabled a consistent 6–8% YoY growth and our shareholders experienced a 95% share price increase during my tenure on the executive team.
Unlocking Customer Obsession
There’s a vital distinction between simply knowing your customers and fostering true customer obsession. Many companies rely on “customer insights” to guide decisions but often lack scalable mechanisms to truly uncover, track, and solve complex challenges effectively at scale. Some approaches I’ve successfully spearheaded:
Fostering Creativity
Implemented Thomson Reuters’ first Pod Model, aligning teams of Producers, User Experience (UX) Designers, UX Content Writers, UX Researchers, Accessibility Specialists, and UX Engineers with strategic priorities. With this structure I led the successfully navigation across the intricate landscape of fostering creativity across cultures and continents.
Elevating Research
Launched a Research Repository with 500+ studies and implemented a Customer Experience Outcomes (CXOs) Framework to enable hyper-focus on solving key customer challenges. With these initiatives I’ve transformed how organizations engaged with research, elevated the voice of the customer, and drove strategic product and funding decisions.
Launching Systems
Landed business cases and launched the first Design Systems for both Amazon Selling Partners (supported 1000+ engineers worldwide developing 4000+ applications) and Thomson Reuters (unified 3500+ engineers who develop solutions across 150+ products). With predictable navigation, components, and interactions, my teams enabled customers to quickly understand and adopt new features and enhanced product solutions.
Enabling Optimization
Establishing feedback loops enabled teams to monitor impact and refine solutions based on real-world performance. With Clarisonic I drove a 58% increase in conversion. At Amazon I drove a 37% increase in Sellers listing speed with a 43% decrease in time to first sale. At Thomson Reuters my teams launched experiences that reduced new experience build time by 35%, page load time by 15% and an 80% YoY growth in pure digital sales.
With these approaches, I transformed a Jeff Bezos pet project at Amazon into a profitable venture, secured millions in funding for initiatives that improved customer retention, led a company's first global Digital Transformation, solved key challenges for customers navigating complex product portfolios, and resolved friction points in AI integrations to boost adoption.