Experience Design Leader
Helping organizations navigate complexity, modernize digital products, and create thoughtful customer experiences.
I’m a product and experience design leader with 20+ years of experience across fintech, mobile, SaaS, and enterprise platforms. My background spans product strategy, experience design, organizational transformation, and cross-functional leadership. I approach design holistically, balancing customer needs, business goals, technical realities, and team dynamics to help organizations move forward with greater clarity and alignment. More recently, I’ve been exploring how AI-enabled workflows and emerging technologies can support more adaptive and personalized product experiences.
Championing better customer experiences across two decades of product transformation
How I Help Organizations Move Forward
I’ve found that strong design leadership is really about helping organizations navigate complexity, align around what matters most, and create experiences that make a meaningful impact.
Product Experience Strategy
I often step into situations where the product direction, customer experience, or organizational priorities are not fully aligned yet. Teams may have strong ideas, but they are not always working toward the same outcomes.
My role is helping connect those perspectives so teams can move forward with greater clarity, stronger alignment, and a better understanding of both customer and business needs.
Creating Alignment Across Teams
Most product challenges are not caused by a lack of ideas. They happen when teams are operating from different assumptions, priorities, or definitions of success.
I focus on bringing those perspectives together so organizations can move forward with greater clarity, build more cohesive experiences, and make better decisions across teams.
Building Strong Design Teams
Strong digital products come from teams that are supported, collaborative, and connected to the bigger picture.
I focus on creating environments where design, product, and engineering can work more effectively together while maintaining a strong focus on quality, usability, and customer experience.
Keeping the Work Grounded
It’s easy for organizations to get pulled into conversations around features, timelines, and internal priorities.
I aim to keep teams connected to the people using the product and focused on what will create the most meaningful impact. That usually leads to clearer decisions, stronger experiences, and more sustainable outcomes over time.
Transforming Products, Teams, and Experiences
I lead design teams to create better products, stronger alignment, and more thoughtful customer experiences across complex organizations. These stories offer a high-level look into the challenges, decisions, collaboration, and leadership behind the work and the impact it was designed to create.
Elevating Product Experience Quality
At Capital One, I shaped the strategic vision for improving product and experience quality across the Commercial Design organization. This included building stronger alignment between teams, strengthening human-centered design practices, and helping create more consistent and scalable customer experiences. The work contributed to a stronger foundation for collaboration, design maturity, and long-term product quality across the organization.
Role: Sr. Design Manager, Experience Quality
Redefining ooVoo for Modern Communication
As Director of Product Design at ooVoo, I led a broader shift toward a more user-centered product strategy during a period of rapid growth and market change. I built and led a distributed design team across multiple countries while strengthening collaboration between design, product, and engineering. Together, we worked to evolve the experience, better understand customer needs, and create more engaging ways for people to connect through the platform.
Role: Director, UX Design
Strengthening Human-Centered Design
I led the Design Practice Service within Capital One’s Research and Design Operations organization, focused on strengthening how human-centered design was applied across teams and lines of business. The work centered on improving collaboration, experience quality, and design consistency at scale while helping teams navigate the complexity of enterprise product development. This helped create a stronger foundation for more cohesive customer experiences and cross-functional alignment across the organization.
Role: Director, Research & Design Operations
How I Approach Leadership
I believe the strongest products come from understanding both customer needs and the realities teams are navigating internally. Keeping those perspectives connected leads to better decisions and more meaningful experiences.
Customer-Centered Thinking
Every organization operates differently, and strong leadership requires understanding the context before forcing solutions. I value flexibility, collaboration, and creating space for teams to solve problems in ways that work best for them.
Adaptability
Technology, customer expectations, and the way teams work are constantly evolving. I believe strong leaders stay curious, continue learning, and help organizations adapt thoughtfully over time.
Continuous Growth
I believe leadership is built through trust, consistency, and follow-through. Creating alignment, supporting teams, and helping organizations move forward often matters more than having all the answers upfront.
Leading Through Action
What Colleagues Say
“Bill is inclusive all of the time. While many of us have to work to be deliberately inclusive, that is the default behavior for Bill. He truly and genuinely wants to involve everyone and hear everyone’s ideas”
— Director Of Engineering
“I truly value Bill’s guidance and leadership on the team. He provides me with both guidance and autonomy to deliver on my projects. A true statement of his leadership is the ability to create a safe space during our one on one where I feel truly included, heard and understood.”
— UX Researcher
“What I appreciate about Bill is not only his ability to see the bigger picture, but also his ability to dig deep into the details, and ask very specific questions that help provide guidance and move a project forward”
— Principal Associate, Commercial Design