resume
experience
Manager, UX Writing and Content Design: Global UX, Gemini
July 2023- Present
Lead a multidisciplinary UX team focused on scaling Gemini’s AI experiences to users around the world
Partner with Analytical Linguists to identify Gemini model losses and create experimentation plans to improve model quality
Identify new AI use cases in emerging markets and establish content strategy and quality rubrics for model training
Establish AI content strategy for scaling existing Safety, Quality, and Creativity initiatives globally
Partner with Data Operations and L10n managers to scale content strategy and quality operations
Collaborate closely with UXR to identify unmet customer needs and product opportunities, including developing research plans, designing stimuli, and consolidating insights into actionable plans
Collaborate with Product Managers, team members, and other cross-functional stakeholders to prioritize across projects and align resources against product goals
Manager, UX Writing and Content Design: Global Personality
July 2022 - July 2023
Led a team of Content Designers and Content Strategists responsible for scaling the Personality of Google Assistant globally
Conducted early experiments in LLM model training to develop personality-driven AI experiences for Gen Z
Compass Real Estate
Senior Manager, UX Content Design
March 2021 - July 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
Established relationships with executive leadership and created materials that connect the UX Content Design vision, strategy, and action plans at the organization level
Partnered with design, research, and product leaders to identify business and customer priorities and allocate resources
Worked with design operations to attract and retain top talent, including establishing career profiles and improving hiring best practices
Built and maintained relationships with other content leaders in brand, marketing, and customer success teams to ensure unified strategies, cohesive messaging, and a community of practice across the company
Mentored UX Content Design leads to improve craft, coaching skills, delegation, and stakeholder relationships
Led strategic work as needed, including partnering with AI and Service Design stakeholders to deliver against key business outcomes
Participated 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 for the Experience Organization
Provided leadership, direction, and mentorship for a team of Content Designers and a 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 scaling
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
Wrote high-quality, in-depth personal finance content for national GOBankingRates site and media partner sites
Collaborated 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 and Quicken
Managing Editor and Social Media Manager
November 2011 - July 2014
Created and executed the Mint and Quicken voice and tone strategy across both product and marketing
Commissioned, wrote, and edited content for the Mint 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 creators 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 collaborated 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 external marketing teams, serving as an in-house expert on all content and social needs
Freelance
2010 - Present
Freelance content strategist, focusing mostly on scaling content design teams, voice and tone strategy, 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