resume

experience

Google

Manager, UX Writing and Content Design: Global Personality

June 2022 - Present

Compass Real Estate

Senior Manager, UX Content Design

March 2021 - June 2022

  • Established the mission, vision, values, goals, and operating metrics for the UX Content Design practice at Compass.

  • Scaled the UX Content Design team from 1 to 7 in four months.

  • Establish relationships with executive leadership and create materials that connect the UX Content Design vision, strategy, and action plans at the organization level.

  • Partner with design, research, and product leaders to identify business and customer priorities and allocate resources.

  • Work with design operations to attract and retain top talent, including establishing career profiles and improving hiring best practices.

  • Build and maintain relationships with other content leaders in brand, marketing, and customer success teams to ensure unified strategies, cohesive messaging, and develop a community of practice across the company.

  • Mentor UX Content Design leads to improve craft, coaching skills, delegation, and stakeholder relationships.

  • Lead strategic work as needed (currently partnering with AI and Service Design stakeholders to deliver against key business outcomes for 2022).

  • Participate in constructive design critiques and workshops to help teams develop and adapt human centered processes and storytelling techniques.

ServiceNow

Senior Manager, Content Design

November 2018 - March 2021

  • Established Content Design as a craft within the ServiceNow Experience Organization.

  • Built the first Content Design team in a company of over 14,000 employees, including recruiting and hiring.

  • Led the development of the unified voice and tone strategy and content style guide in the Experience Organization.

  • Provided leadership, direction, and mentorship for a team of Content Designers and Conversation Design leader.

  • Defined best practices for Content Design and strategy across the ServiceNow platform.

  • Identified and documented content patterns, standards, and templates across diverse products to improve consistency and scalability.

  • Owned the focus, vision, and strategy of Content Design across a suite of enterprise software products.

  • Worked with stakeholders from design, product management, and research to plan, prioritize, and resource against key strategic product initiatives.

  • Led and coached content-first design practices, including developing and facilitating workshops across content and design disciplines.

  • Managed the tactical execution to drive cohesive product narratives across touch points within the products.

Intuit, TurboTax

Senior Content Designer

June 2015 - November 2018

  • Drove the creation and implementation of new content strategies for the TurboTax voice and tone.

  • Created new patterns and style guidelines that improve content consistency.

  • Leveraged deep understanding of external dependencies to identify content gaps and opportunities and coordinate resourcing, including hiring and training.

  • Mentored and trained early career content designers on writing and editing basics, brand guidelines, and voice and tone strategy.

  • Identified emerging trends and develop brand messaging, content, and copy for the marketing and discovery teams.

  • Analyzed quantitative and qualitative data, user flows, and customer care data to identify key areas that need change/optimization.

  • Collaborated with cross-functional teams, including interaction designers, visual designers, user researchers, tax professionals, product managers, and engineers.

  • Worked closely with tax professionals to turn jargon into conversational language without compromising accuracy, and independently research tax topics to establish clarity and accuracy.

  • Served as an advocate and authority on content design both inside and outside the business unit.

Brandfolder.com

Content Manager

March 2015 - June 2015

  • Oversaw digital content strategy, creation, and execution to drive customer acquisition and engagement.

  • Managed and coached early career content team, including producing high quality designs that deliver business outcomes.

  • Collaborated with design and product teams to optimize digital marketing strategies.

  • Monitored market trends and oversee corresponding digital content strategies.

  • Oversaw production of email campaigns, inbound marketing content, and website copy.

  • Managed and executed social media strategy and define and measure key performance indicators.

  • Developed, documented, and evolved the Brandfolder voice for use in customer-facing content (website, emails, newsletters, social media content) and sales materials (sales sheets, presentation templates).

  • Analyzed customer data and sales figures to refine content strategy and brand voice.

Consumer Track, GoBankingRates.com

Features Writer

October 2014 - March 2015

  • Write high-quality, in-depth personal finance content for national GOBankingRates site and media partner sites.

  • Collaborate with content director, as well as SEO, PR, and Social teams to craft content that meets business and individual channel objectives.

  • Developed and executed story ideas with the content team.

  • Responded to media inquiries, representing GOBankingRates form an expert perspective.

  • Developed and evolved the GOBankingRates voice and tone strategy.

  • Researched and reported on emerging trends in the personal finance space.

Intuit, Mint.com and Quicken,

Managing Editor and Social Media Manager

November 2011 - July 2014

  • Created and executes the Mint.com and Quicken voice and tone strategy across both product and marketing.

  • Commissioned, wrote, and edited content for the MintLife and Quicken blogs, which received over 2 million page views per month.

  • Planned and delivered content based off customer insights and behavior, data, and market trends to deliver against benchmarks and outcomes.

  • Collaborated with product, creative, media, mobile, care, and PR teams to devise coordinated marketing campaigns around new product releases and seasonal activities.

  • Managed a staff of up to 30 freelance writers and content providers to deliver customer-facing content that is tailored for a digital audience.

  • Managed social media strategy for all channels with approximately 300,000 fans/followers.

  • Managed and collaborate with external PR, social media, SEO, infographic, and other creative agency relationships.

  • Utilized Lean Start In methods to execute rapid-fire experiments, including A/B testing, with the last marketing test averaging 85% engagement rates.

  • Shared content and social best practices with Mint marketing team, serving as an in-house expert on all content and social needs.

Freelance

2010 - Present

  • Freelance content strategist, focusing mostly on voice and tone strategy, brand development, marketing campaigns, and content creation.

  • Past client work also includes social media management, public relations, and corporate communications.

Education

University of Phoenix, Bachelor of Science, Business Management – 2003

Fashion Institute of Design and Merchandising , Associate of Arts, Merchandise Marketing – 2000