Insight-driven CX, product, and content leader, known for scaling content teams, streamlining operations, spearheading digital transformation efforts, and driving thought leadership.
Built the CX Architecture function at AT&T. Staffed a small team designed to identify the cross-section of business goals, customer needs, and employee experience. Created scalable platform and content strategies for AT&T’s Salesforce buildout, expansion of the AT&T Signature product, and the new AT&T Internet Air wireless broadband product.
Established the CX Tracking and Metrics (CXM) team. Created processes for evaluating CX journey-based analytics to address root-cause issues, eliminate experience frictions, and identify opportunities.
Created a comprehensive, prioritized personalization roadmap. Planned and hosted a personalization summit, bringing together 30+ leaders across consumer and business teams, to define platform requirements and capabilities and action plan for implementation.
Transformed the content practice at AT&T, introducing roles such as Content Engineer, Content Analyst, and Personalization Strategist. Secured ~$250K in funding for organization-wide training through Content Science, providing 150 certifications in Content Marketing, Content Analysis, Content Engineering, Content Strategy, and Product Management.
Created the first content strategy team at AT&T. Grew the team to 10+ strategists, developed processes, and implemented governance best practices.
Director - Content & Experience Strategy
AT&T | St. Louis, MO
July 2022 - Present
Provide leadership, oversight, and strategic direction for a 15-member team of Content Strategists and Experience Strategists to develop CX strategy, drive the creation of internal publications and white papers, and deliver a highly differentiated customer experience.
Associate Director - CX Content Strategy
AT&T | St. Louis, MO
July 2020 - July 2022
Provide leadership, oversight, and strategic direction for a 15-member team of Content Strategists and Content Analysts; define and develop the content vision, create a forward-looking content strategy, drive the development of internal publications and white papers, and contribute to a highly differentiated customer experience that fosters brand loyalty.
Associate Director - Content Engineering
AT&T | St. Louis, MO
June 2019 - June 2020
Partnered with an agile Experience Insights team to manage and optimize all content engineering, personalization, strategy, and analysis activities. Provided leadership for a team of 20 direct reports to define a 3-5-year future state, foster a top-down culture of innovation, and position AT&T as an authoritative thought leader in the content strategy/engineering/analysis space.
Associate Director - Content and Editorial
AT&T | St. Louis, MO
October 2017 - June 2019
Led a team of 20-26 UX Content Writers, Content Strategists, and Editors to develop a pipeline of thought leadership content; upheld AT&T brand standards (voice, tone, style, and values) in all communications collateral.
Associate Director - User Experience
AT&T | St. Louis, MO
June 2014 - October 2017
Provided leadership and operational oversight for a team of 20+ direct reports (including Content Strategists, UX Content Writers, Editors, and third-party agencies) to develop and execute an integrated content strategy, model, and roadmap across the following channels: for mobile, tablet, desktop, email, chatbots, conversational UI, SMS, and social media.
Technical Director - Site Optimization Content
AT&T | St. Louis, MO
April 2013 - June 2014
Managed a team of UX Content Writers and Content Strategists to oversee the content ideation, development, and activation process across the sales, services, and support user journey.
Technical Director - Service and Support Content
AT&T | St. Louis, MO
Technical Director - Service and Support Content
AT&T | Des Peres, MO
April 2012 - April 2013
April 2012 - April 2013
Built and mentored a highly qualified team of 7 UX Content Writers and Editors to develop self-service and support content for the myAT&T application.
Lead Content Writer
AT&T | St. Louis, MO
December 2010 - April 2012
Progressed to Lead Content Writer in 2011 where I led a team of 10 third-party vendor UX Content Writers to define the content strategy for the redesign of the AT&T Services and Support website, mobile and desktop apps.
Content Writer
AT&T | St. Louis, MO
December 2008 - December 2010
Wrote content for the myAT&T mobile application and att.com self-service website.
Content Writer/Implementation Specialist
AT&T | St. Louis, MO
October 2007 - December 2008
Wrote and published content for the att.com/support desktop experience.
Senior Analyst
SBC/AT&T | St. Louis, MO
July 2005 - October 2007
Progressed to the role of Senior Analyst at SBC/AT&T in 2005. I led a small team of contractors who developed content and design requirements for sbc.com digital projects.
Analyst
AT&T | St. Louis, MO
December 2003 - July 2005
Associate Analyst
AT&T | St. Louis, MO
June 2002 - December 2003
Saint Louis University
Bachelor of Science, Management Information Systems (May 2002)
Activities: Phi Kappa Tau (Pledge Class President - 2001, Social Chair - 2002), MIS Club, Big Brothers Big Sisters, and Make-a-Wish Foundation volunteer.
AT&T 2021 Management Development Program
- Graduated November 2021
Digital strategy, content strategy, product strategy, leadership, product management,complex problem solving, relationship building, negotiation, conflict resolution, research, Adobe Marketing Cloud (Experience Manager, Analytics, Target), Adobe Creative Suite (Acrobat Pro, Photoshop), Sketch, InVision, Figma, Quantum Metrics, Thunderhead, Microsoft Office Suite (Word, Excel, PowerPoint, Access, Visio), Mural, Dreamweaver, JIRA, SharePoint, TeamSite, CQ, WordPress, HTML 5, CSS, Java, Confluence.