The challenge: Evolve a legacy design organization by creating a new vision, growing the team, and elevating the practice of design.
As an Experience Design Director at Bank of America, I led the transformation of a legacy design organization to align more closely with the company’s client-first mission. A central part of this work was creating and launching The Lens, an experience design practice and education platform that gave teams a shared language and approach. The Lens became the framework for new initiatives and helped establish a lasting culture of experience design across the organization.
In addition to building The Lens, I led a multidisciplinary design team focused on consumer banking digital experiences. I introduced agile design sprints, built a culture of critique and feedback, and guided a holistic digital design system refresh. My leadership style emphasized coaching designers to “work above their rank,” strengthening both the team’s influence and the quality of our work.
I partnered with senior executives, served on the Experience Design Senior Leadership Team, and represented design on BofA’s CX Council and Forrester’s CX Council for Financial Services. Highlights included leading the redesign of the retail banking digital shopping experience, making it more intuitive and client-centered from product discovery through acquisition.
Through this work, I helped position design as a strategic partner—shaping how Bank of America delivers digital experiences at scale.
