WORK / 02
Role
First UX manager guiding confidential research, interface direction, ethical measurement, language clarity, and cross-functional product decisions.
Problem
Teams were relying on narrow business signals while users struggled with comprehension, confidence, and task completion in a high-stakes benefits environment.
Approach
I reframed product quality around friction, comprehension, task success, trust, and user confidence, then helped teams turn that lens into design and roadmap decisions.
Outcome
The work shifted conversations from surface modernization toward clearer, fairer product experiences and better ways to recognize when users were confused or stuck.
UX management
Led product teams toward ethical, user-first decisions in complex benefits experiences.
This page is intentionally text-led because the underlying work is confidential. For recruiters, the important evidence is how I led teams through ambiguity, questioned misleading success metrics, and helped product decisions better reflect user needs.
Challenged success metrics that rewarded retention while missing user struggle.
Modernized outdated interface patterns without treating visual polish as the whole problem.
Used research and usability evidence to align product, design, and leadership conversations.
How the confidential work is represented
01 Understand pressure
Looked at where benefits users hesitated, misunderstood language, or could not confidently complete important tasks.
02 Reframe quality
Shifted the conversation from retention alone toward comprehension, trust, and task success.
03 Align decisions
Helped teams decide what to simplify, what to measure, and how to reduce bias in product language.
UX management
Ethical product judgment
Enterprise stakeholder alignment