IRS.gov Homepage - Concepts
A bit about me
Professionally -- I’m a purpose-driven executive who leads with integrity, empathy, and a commitment to creating meaningful impact. I specialize in uniting human-centered innovation with the power of AI to drive transformation, unlock enterprise value, and deliver measurable business outcomes. Grounded in experience and guided by vision, I align technology, data, and design to create scalable, intelligent solutions that elevate organizations, empower people, and shape a better future.
On a Personal Note -- I’m a proud dad of two, a lifelong artist, and an outdoor enthusiast—whether I’m on the trail, on the course, or out on the water. I bring curiosity and creativity into everything I do, blending a love for exploration with a drive to keep learning and improving. I believe in finding the upside, keeping things enjoyable, and staying open to what’s next—especially when on the water or reading a left-right down hill green.
Where Strategy Meets Experience
My leadership approach unites strategy, creativity, and execution. Grounded in trust, transparency, and collaboration, I empower teams to lead with purpose, think boldly, and innovate with impact. Drawing on strengths in digital strategy, design thinking, and operational excellence, I cultivate a culture where curiosity drives progress and shared ownership accelerates transformation.
Core Strengths and Capabilities
CREATIVE AND CUSTOMER-CENTRIC THINKING100%
- Customer & user experience leadership
- Design thinking & human-centered design
- Customer & experience-centric innovation
- Customer journey mapping & experience orchestration
- Business process reengineering with customer lens
DIGITAL STRATEGIC DIRECTION100%
- Digital maturity assessment
- Digital transformation planning & execution
- Trend analysis, foresight & innovation strategy
- Competitive benchmarking & market differentiation
- Business model innovation
CROSS-FUNCTIONAL LEADERSHIP AND OPS100%
- Leadership & stakeholder alignment
- Executive storytelling & influence
- Coaching, mentoring & team development
- Culture & organizational transformation
- Product portfolio management
TECHNOLOGY FLUENCY100%
- Applied AI & machine learning in CX/UX
- Agentic AI & intelligent automation
- Creating front-end experiences w/ Vibe Coding and GenAI
- Low-code/no-code platforms for rapid prototyping
- Data-driven decision-making & analytics for experience optimization
BUSINESS AND OPERATIONAL ACUMEN100%
- CX measurement and prioritization
- KPI development, tracking & ROI analysis for experience initiatives
- Operating model design for CX/UX excellence
AGILE DELIVERY100%
- Agile, Scrum & iterative delivery for experience design
Case Studies and Experience
Philosophy and Approach
My approach centers on creating experiences that build trust, foster connection, and deliver lasting value. I combine human insight with AI-driven discovery to uncover behaviors, needs, and aspirations—transforming data into understanding and understanding into action. This fusion of intelligence and empathy informs solutions that inspire confidence, strengthen relationships, and create meaningful impact.
AI Financial Intelligence Platform
Taxpayer Accounts - Concepts
Mission Readiness Predictive Modeling Framework
HRSA OPTN Modernization Initiative
IRS Digital Design System
SaaS Adaptability in Financial Systems
IRS Research Repository
Voices of Collaboration
One of my biggest highlights is getting to work with such awesome folks, and hearing their kind words motivates me even more!
Professional Experience
KPMG - Experience and Design Director
February 2023 – Present
KPMG is a multinational professional services network based in London, United Kingdom, and is one of the "Big Four" accounting firms.
Responsible for advancing the Federal Advisories Experience capabilities and business across DoD and civilian accounts by leading transformation, fostering collaboration, and improving customer experience with solutions that address federal needs.
- Elevated organizational performance and user satisfaction by establishing the User and Customer Experience capability and operations, developing a cohesive strategy aligned with business objectives. Leveraged user-centric design and Agile methodologies to drive adoption and growth, defining the Experience team framework (UX, CX, and Service Design), clarifying roles, implementing scalable processes, and creating playbooks that enable seamless collaboration and execution.
- Accelerated innovation and delivery efficiency by integrating AI accelerators across key UX/CX activities—including visioning workshops, research, design, and measurement—to streamline workflows and enhance quality. Fostered a culture of continuous improvement that enabled scalable, AI-driven solutions exceeding client expectations.
- Increased market visibility and business growth by devising and executing the strategy for positioning and communicating UX opportunities with clients. Developed value propositions, go-to-market messaging, and tailored engagement approaches that strengthened market presence and expanded the sales pipeline.
- Enhanced defense readiness and operational efficiency by leading the Experience and Design initiatives to deliver the Department of Defense’s first AI-powered tool, providing visibility across disparate financial resource systems. Delivered the DoD’s first predictive modeling framework, enabling unprecedented foresight in mission readiness and supporting strategic military objectives.
- Advanced mission-critical decision intelligence by spearheading UX research and design for a scenario-based data modeling tool, providing the Department of Defense with predictive insights and precision in assessing mission readiness, directly supporting strategic defense operations.
Booz Allen Hamilton - Experience Strategist Lead
February 2017 – 2023
Booz Allen Hamilton Corporation is an American management consulting firm, aimed at a government-services.
Responsible for UX and CX teams that deliver strategic initiatives with optimal solutions for government clients.
- Transformed digital service delivery and elevated taxpayer experience nationwide by establishing the first 18-person cross-functional Experience organization—comprising UX strategists, researchers, designers, service designers, front-end developers, and accessibility experts (508 compliance). Applied human-centered design and digital service principles to advise executive leadership on strategic priorities across 22+ taxpayer-facing and internal business applications supporting critical programs such as Taxpayer Accounts, Tax Preparation, Stimulus Checks, Child Tax Credit, and Return Refunds for a high-profile branch of the U.S. Treasury Department serving every U.S. citizen.
- Established the Treasury’s first enterprise-wide UX Design System, introducing standardized guidance, operational workflows, education, and communication frameworks to ensure consistency, scalability, and efficiency across all digital products and services.
- Drove enterprise-wide alignment and digital maturity by developing scalable, strategic solutions that optimize client engagement, business prioritization, and portfolio direction. Leveraged design-led and AI-enhanced insights to guide resource allocation, streamline decision-making, and strengthen alignment between business, technology, and experience objectives.
- Built and led high-performing, multidisciplinary teams that deliver measurable value through design excellence and innovation. Direct 4 UX managers and 2 cross-functional experience teams, recruit and develop top-tier talent, mentor 10 direct reports, and cultivate vendor and partner relationships to expand capabilities and sustain organizational growth.
Comcast - Lead UX Designer and Front-end Engineer
2016 – 2017
Comcast Corporation is a global media and technology company with two primary businesses, Comcast Cable and NBCUniversal.
Responsible for the creation and optimization of enterprise-wide products for Comcast’s Cloud Services team.
- Accelerated enterprise cloud modernization and improved digital product performance by leading cross-functional collaboration with engineers to discover, define, and deliver front-end design and development for automated, cloud-based applications. Drove alignment between design vision and technical execution, ensuring scalable, secure, and user-centered solutions that advanced enterprise automation objectives.
- Enhanced design consistency, efficiency, and scalability across enterprise platforms by establishing a comprehensive UI/UX Style Guide library that standardized operational processes, design specifications, and development workflows. Applied user-centered design and Agile principles to embed usability, accessibility, and brand alignment into every stage of product delivery—reducing rework and accelerating time-to-market.
Time Warner Cable - Sr. Manager, UX Design and Research
2013 – 2016
Time Warner Cable, is the second-largest American cable telecommunications company.
Responsible for the digital experience for Time Warner Cable Business Class marketing website.
- Increased customer engagement and digital conversion performance by leading end-to-end design and user testing for the responsive redesign of the TWC Business Class website, 12 integrated marketing campaigns, and the creation of key UX artifacts—including personas, journey maps, and service blueprints—that informed strategy and improved user satisfaction across digital channels.
- Improved cross-functional alignment and delivery efficiency by defining and optimizing UX operations across engineering, product management, and quality assurance teams. Established streamlined communication and issue-reporting frameworks to executive leadership, ensuring critical insights were delivered with clarity, timeliness, and actionable precision.
- Strengthened design delivery and operational execution by leading a focused team of two direct reports, managing tasks, schedules, and deliverables to ensure on-time, high-quality outputs aligned with business and brand objectives.
Harris - Sr. UI/UX Designer
2012 – 2013
Harris is an international communications and information technology company serving government and commercial markets in more than 125 countries.
Responsible for UX that delivers Harris’s Patient and Provider web and iOS applications.
- Enhanced care outcomes and strengthened patient–provider engagement across digital channels by designing omni-channel experiences for Patient and Provider Applications. Applied contextual inquiry, stakeholder interviews, A/B usability testing, and iterative prototyping to deliver intuitive, user-centered solutions that improved care coordination, accessibility, and recovery experiences.
- Accelerated digital delivery and improved design consistency across platforms by leading a two-person team in creating a web-based delivery system and developing comprehensive UI specifications and CSS style guides for both web and iOS applications. Ensured seamless brand alignment, accessibility, and usability across patient and provider touch points to support continuous engagement and better health outcomes.
Laureate Inc. - Sr. UX Designer
2010 – 2012
Laureate International Universities, leading innovative institutions of higher education.
Responsible for delivery of scalable student experience platform to serve 50+ online universities worldwide.
- Enhanced student engagement and learning experience by conducting user research, usability testing, and prototyping to transform Laureate’s Student Platform into a more intuitive, accessible, and performance-driven digital environment.
- Accelerated innovation and improved design decision-making by leading a five-person team in developing low- and high-fidelity functional prototypes to test and validate Fixed vs. Fluid layout concepts, informing scalable design standards across the student experience ecosystem.
- Advanced digital design maturity and platform consistency by researching and integrating industry best practices for mobile and desktop experiences, along with modern CSS frameworks, to guide responsive design and front-end development excellence.
- Increased delivery velocity and cross-functional collaboration by leading design efforts within Agile two-week sprints and daily scrums, translating business needs into actionable design requirements and defining clear acceptance criteria for user stories to ensure quality and alignment with strategic objectives.
Hillcrest Labs - Sr. UX Designer
2008 - 2010
Hillcrest Laboratories, Inc., provides products and solutions that enable entertainment, motion gaming, and Internet browsing on your TV.
Responsible for defining customer experience through company’s cloud-based products and services platform.
- Advanced interactive TV innovation and enhanced consumer engagement by leading a two-person design team in the creation of next-generation iTV applications, including Kylo: TV Browser and Loop Pointer. Delivered intuitive, immersive interfaces that redefined how users navigated and interacted with digital content on connected devices.
- Elevated brand visibility and market appeal by designing cohesive consumer product packaging, marketing websites, and an iPhone application, ensuring visual consistency and a compelling omni-channel brand experience that supported product adoption and customer loyalty.
- Accelerated innovation and strengthened competitive positioning by developing prototypes and dynamic design layouts that demonstrated advanced pointing, navigation, and interactivity features—helping the company emerge as a leading contender in the iTV industry.
- Expanded digital reach and audience engagement by designing and developing the Loop and TV Ami HTML/CSS marketing websites, translating product vision into high-impact digital experiences that showcased the company’s leadership in interactive entertainment technology.
The NewsHour with Jim Lehrer - Art Director
2001 – 2008
PBS NewsHour, one of the most trusted news programs in television delivering news for 40 years.
Responsible for the user experience of The NewsHour with Jim Lehrer across existing and emerging digital platforms.
- Elevated national audience engagement and advanced digital journalism innovation by leading a three-person design team through two major site redesigns for The Online NewsHour and NewsHour Extra. Directed creation of in-depth, interactive news packages for three Presidential election websites, The Iraq War, and documentary projects such as Generation Next (hosted by Judy Woodruff) and Lady Bird Johnson. Delivered dynamic, user-centered storytelling experiences that strengthened audience trust, accessibility, and reach across digital and broadcast platforms.
- Pioneered interactive television and cross-platform engagement for public media by spearheading NewsHour’s iTV initiatives and joint ventures with PBS broadcasting affiliates, SysMedia, NPR, Three Spot, and the American Film Institute. Led design and development of interactive prototypes—including the 2008 Election Map and a social media engagement platform—that transformed how audiences consumed, shared, and interacted with public news content, positioning NewsHour as a leader in digital broadcast innovation.
AOL TV - Sr. Designer
2000
AOL, a pioneering internet services and media company known for online connectivity, digital content, and early web-based experiences.
- Enhanced audience engagement and redefined the intersection of content, commerce, and entertainment by designing interactive experiences for AOLTV, an early interactive television set-top platform integrating live broadcast video with digital interactivity. Developed platform-wide experiences and special event-driven content for major broadcasts—including the Super Bowl, the Oscars, and other marquee programs—delivering immersive, multi-screen experiences that elevated viewer participation and advertiser value.
Discovery Communications - Art Director
1997– 2000
Discovery Communications, a global media company specializing in nonfiction content.
- Expanded audience engagement and strengthened brand storytelling across Discovery’s digital ecosystem by leading a three-person design team in the creation of interactive experiences for Animal Planet’s Guide to Dogs, Guide to Cats, Guide to Rhinos, Gorillas in the Mist, Jack London’s Call of the Wild, and Discovery’s Hate & Violence: No Simple Answers. Delivered visually compelling, educational, and emotionally resonant digital experiences that deepened viewer connection and extended program reach.
- Increased online revenue potential and enhanced the user shopping experience by leading the redesign of Discovery Channel’s e-commerce website and digital marketing initiatives. Applied user-centered design principles and data-driven insights to improve usability, strengthen brand alignment, and drive higher conversion across digital touchpoints.
Education
Bachelor of Fine Arts & Visual Communication
1994 - 1997
Maryland Institute College of Art, Baltimore, MD
The Maryland Institute College of Art is a private art and design college in Baltimore, Maryland...
Certificate Programs
UX Masters Certification, Nielsen Norman Group (NN/G) - 2021
Cooper U Interaction Design - 2011
SAFE - 2021
icAgile - 2017