About
From customer insight to shipped product.
Most CX strategists describe what's broken. I prefer to ship what comes next.
My career has always sat at an uncomfortable intersection — part researcher, part strategist, part product owner, occasional builder. I started as the third employee at a PE-backed startup managing 70% of company working capital. I moved into consulting, then into one of the largest enterprises in the country, where I've led everything from Board-level app strategy to field research with technicians on doorsteps.
The through-line: I close the gap between what customers experience and what the business expects. Sometimes that looks like a research program. Sometimes a roadmap. Sometimes a working prototype I built myself at 11pm to make the case no slide deck could.
Atlanta, GA.
Experience
Career
- —Leads enterprise experience strategy in a newly formed CX org ahead of a major acquisition
- —Diagnosed 100K+ annual appointment cancellations → playbook projected to save $544K/year
- —Co-developed ACH+AutoPay strategy → projected $22.4M revenue lift and $1.7M annual benefit
- —Uncovered $3.3M delinquency exposure in B2B segment → defined roadmap to resolve it
- —2025 Performance Rating: Outstanding (highest possible)
- —Led experience strategy for AT&T Flagship App (12M+ users)
- —Secured Board approval for unified app strategy — higher NPS and lower churn vs. non-app segments
- —Shaped ACH+AutoPay enrollment experience → $544M in annual cost savings
- —Salesforce consolidation: 25 agent tools → 7, onboarding -50%, FCR +4.3%, tenure 3→10 months
- —iPhone NPI research drove highest mobility net adds in years — CEO callout on Q4 earnings
- —Built CX research program for Internet Air; AT&T achieved #1 Internet Satisfaction (ACSI) 2023–24
- —160+ growth levers deployed across device launches — exceeded Acquisition 113%, Upgrade 114%
- —Presented annual launch strategy directly to CTO
- —Online Gaming segmented experience: 2× conversion, $6.6M first-year lifetime value
- —Product Owner for DIRECTV NOW buy flow on att.com — Agile transformation across multiple scrum teams
- —Selected into firm's leadership development program; coached consultants for AT&T, GoDaddy, PepsiCo
- —Third employee; grew $0 → $20M revenue in under 5 years as a founding team member
- —Built industry's first predictive pricing platform (~90% accuracy) with dev + data science
- —Managed ~70% of company working capital; cut $390K in operating costs via platform automation
Presenting at AT&T Design Jam. Tied for first and presented our design to the CEO.
Outside of work
Outside of work.
I live in Atlanta with my wife, daughter, and dog. I run the Peachtree Road Race. I hike with my family when we can get out. I play piano. I travel when I can and eat everywhere I go.
drag to explore
Currently
What I'm Reading
Currently
Recent Watches
Contact
Let's Talk!
I enjoy conversations about CX strategy, product direction, and where the industry is headed.