Senior Manager of User Experience for Samsung+

I directed a team of 8 designers (4 on site and 4 agency resources) to conceptualize and roll out a complete overhaul of Samsung+ over a period of 3 months. v4.0 of our customer care app launched Nov 2016, in the midst of the Note7 crisis, and made a significant and timely contribution to improving user satisfaction, engagement and brand perception.

I also worked directly with executives (SVP, EVP and CDO) in Mountain View, New York and Seattle on strategy and execution for high visibility initiatives including: leveraging S+ to respond to the Note7 crisis, piloting on demand augmentation of customer care staffing via expert text chat, and the roll out of a nationwide premium care service offering.

Senior Manager of User Experience for Samsung+