Lead UX Content Designer

Designed a unified login and routing flow for closed-account customers excluded from the standard migration experience. Defined messaging logic for account, statement, and tax-form scenarios, ensuring every customer had a clear destination across three possible institutions.

Designed the end-to-end IRA migration experience across web and mobile for customers moving from Discover to Capital One and Axos Bank. Established information architecture and UX messaging for customers choosing to move to Axos, transfer assets elsewhere, or take a distribution.

Built an internal AI writing assistant for copywriters, integrating brand voice guidance, editorial standards, prompt frameworks, and output-quality evaluation to support accurate promotional content at scale.

Developed UX content strategy for Xfinity activation, setup, Peacock subscription linking, and billing experiences across web and mobile. Restructured content hierarchy for customers seeking flexible payment options, with final landing-page content deployed on Comcast.com.

Served as the sole content designer supporting the multi-billion-dollar Discover-to-Capital One bank and card account migration for more than 30 million customers. Led UX writing and content design for customer-facing web and mobile experiences.

Designed merchant dispute and enterprise account-recovery experiences, including information architecture, inline guidance, modals, overlays, error states, password reset, and user ID recovery content. The account-recovery redesign achieved a 97% task completion rate and contributed to $6.1M in projected savings through fewer support calls and reduced fraud exposure.

Led UX writing and content design across Microsoft Store Discovery, Cart and Checkout, and Very Small Business e-commerce teams. Partnered with product design, product owners, research, and engineering to deliver research-informed experiences aligned with Microsoft voice and tone standards.

Designed end-to-end content for a multi-turn conversational AI sales chatbot, including personalized recommendations, onboarding prompts, fallback responses, escalation handoffs, UX strings, and web copy through checkout. Built an interactive Copilot agent from static UX research using prompt engineering to help teams retrieve insights and prior design decisions.

Created the organization's first UX writing style guide, defining voice, tone, terminology, and communication patterns for web and mobile experiences. The guide was adopted company-wide and recognized by senior management for improving consistency and user experience.

Developed content strategy and UX copy for the GetGo retail app across mobile ordering, fuel, rewards, offers, and loyalty. Produced checkout content, error states, 404 messages, tooltips, and landing pages in collaboration with product, design, and research.

For Flex Finance, designed tooltip content that translated complex financial concepts into accessible microcopy for users with different levels of financial literacy. Led a content audit and landing-page redesign centered on benefit-first messaging for property-management onboarding.

For Kerr-Jarrett Estates, led end-to-end content design for a luxury real estate digital experience. Created the site map, information architecture, content hierarchy, and mobile-first UX content supporting a property transaction valued at $35M.

Identified the lack of a centralized research website and led an end-to-end web content migration initiative for the university.

Created user-centered headers, body copy, buttons, and navigation labels across 22 redesigned web pages. Applied information architecture principles to improve usability and accessibility.

Co-authored UX content for the GTWorld financial application, including navigation labels, transactional messaging, and microcopy for web and mobile banking experiences.

Partnered with UX design and engineering teams to support a digital banking product used by more than one million users, building early experience in enterprise financial-platform content design.