Neiman Marcus Twilio Flex Twilio Flex is a re-imagined and upgraded third party web application used by customer care agents to assist customers via various channels (chat, SMS, and voice), in real-time. My Role Senior Manager, Product Design & UX: Directed strategy, research, and design, partnering with Product, Engineering, and Operations leadership to define a …
Neiman Marcus Promotions Tool Promotions Tool is a robust web-based application for creating, scheduling, & validating promotions. It supports coupon creation & reporting. My Role Senior Manager, Product Design & UX: Directed strategy, research, and design execution, partnering with Product, Site Administration, Promo Teams, and third-party Development to deliver a scalable, omni-channel solution that eliminated …
Role & Scope UX Strategy & Delivery Lead: Spearheaded end-to-end user experience strategy, aligning business, technology, and union stakeholders to transform a mission-critical crew platform. Defined research priorities, established design frameworks, and guided cross-functional delivery to ensure the solution balanced operational requirements, user needs, and long-term scalability. Background & Challenge Before the merger, flight attendants …
