My Journey

My passion has always centered around making business more human. I believe that when companies design experiences with empathy, clarity, and real human needs in mind, they build stronger cultures, better products, and more trusted brands.

Over the course of more than 20 years, I’ve held leadership roles spanning Employee Experience (EX), Customer Experience (CX), Human Resources, and business strategy across industries including financial services, healthcare, entertainment, and technology. I’ve worked with organizations such as MGM Studios, AMN Healthcare, Union Bank, J.P. Morgan Chase, and Meta.

What has consistently driven me is the opportunity to bridge people, strategy, and innovation. Early in my career, I saw the potential to bring human-centered thinking into business transformation — and to bring business strategy more deeply into Human Resources. That perspective shaped my work as a VP of Employee Relations, HR Business Partner Director, and later in Customer Experience leadership roles focused on financial services and lending products.

My approach has also been shaped by executive programs at UCLA Anderson School of Management and the Stanford d.school, where I deepened my focus on design thinking, innovation, and customer-centered strategy. Those experiences helped expand my career from traditional HR leadership into CX strategy and business transformation work.

In addition to leading transformation initiatives, I enjoy creating spaces for meaningful conversation and shared learning. I’ve had the opportunity to speak and facilitate at executive roundtables and conferences featuring leaders from organizations such as Canva, Starbucks, and Chevron. I’m also a regular presenter and moderator at Worldwide Business Research’s (WBR) NextGen Customer Experience Conference and was featured by Insider Media, Inc. discussing innovation in Human Resources and “The Great Resignation.”

As AI continues reshaping the workplace and customer experience, I remain deeply interested in the balance between technology and human connection. While digital innovation creates enormous opportunity, I believe people still crave authentic experiences — spaces for collaboration, creativity, learning, and belonging. That belief continues to shape my work across CX and EX communities today.

More recently, I’ve combined my professional journey with another longtime passion: sailing. Over the past few years, I’ve had the opportunity to crew aboard one of San Diego’s America’s Cup class sailboats, supporting both racing and team-building experiences on the water. Sailing has reinforced many of the same principles that drive great organizations — trust, adaptability, communication, leadership, and shared purpose. It has also inspired new ideas around experiential leadership and team connection beyond traditional conference rooms.