Experience

I originally joined Visa on the Innovation team running client-facing research and workshops for national accounts, moving to Visa Global Design at the start of 2023, and ultimately focusing on Visa Intelligent Commerce and Trusted Agent Protocol.

1. Staff Design Researcher — Global Design, Consumer Growth

   2025 — July 2026

   Sole researcher on the agentic commerce program, working with product and design partners across the pillar.

   Key achievements

   • User research lead for consumer-facing agentic commerce initiatives
   • Around a dozen studies across discovery, expert interviews and multi-market quant
   • Quarterly research planning with product and design partners, and resourcing across the pillar
   • Annual research budget ownership

2. Staff Design Researcher — Global Design, Issuing Solutions

   2024 — 2025

   Supporting the Issuing Solutions org, focused on digital enablement.

   Key achievements

   • Led research to improve consumer-facing issuer UX, while mentoring a research analyst
   • Helped scope a multi-day workshop defining the future state of Visa's subscription management service, leading a research sprint that answered the first session's open questions with new consumer insight one week later
   • Helped formalize research intake and planning across multiple product and design orgs
   • Managed vendor research exploring the convergence of generative AI and commerce, on a six-month goshare — a 50% concurrent engagement with NA Innovation Research & Product Strategy

3. Staff Design Researcher — Global Design, Design Forward

   2023

   Embedded on Design Forward, a small team within Global Design.

   Key achievements

   • Supported the Global Deal Team on RFPs, including a pitch renewal for a large issuer client with quick-turnaround video deliverables
   • Generative and evaluative work for the Global Data Office
   • Secondary research and executive strategy for Digital Partnerships

4. Design Research Manager — Visa Innovation (now PxD)

   2022 — 2023

   Led qualitative research in support of client-facing product explorations. Clients included some of the largest US financial institutions.

   Key achievements

   • Areas of focus included rewards redemption UX and new customer acquisition
   • Client-facing research and workshops supporting VIK-based national accounts

Originally part of Citi FinTech, embedded with design and product teams, and later in the Global Consumer Bank.

1. VP, Research — Product Development Services & Commercialization, Global Consumer Bank

   January 2020 — May 2022

   Primary research to shape roadmaps and elevate designs.

   Key achievements

   • Multi-phase qual and quant effort producing personas for the corporate card team
   • Cross-functional workshops of 20-plus people on future-state ATMs and on a suite of digital savings features

2. VP, Insights & Design Strategy — Citi FinTech

   May 2018 — December 2019

   Embedded within design pods leading research and strategy across digital identity, robo-investing, PFM tools, retail banking and consumer credit.

   Key achievements

   • Mixed-methods research behind a passwordless authentication tool now live on Citi.com — secondary research, a survey of 225 clients, and two rounds of usability testing across a two-device flow

A research consultancy in New York. Clients included Condé Nast, Verizon, J.P. Morgan Chase, Merrill Lynch, Sailthru and Wolters Kluwer.

1. Manager, Research & Consulting

   August 2017 — April 2018

   Scoping, design and execution of client-facing qualitative research, plus staff, timelines and client relationships.

2. Senior Associate, Research & Consulting

   October 2016 — August 2017

   All stages of qualitative research: recruit scoping, screeners and discussion guides, moderation, analysis, deliverables and delivery.

3. Associate, Research & Consulting

   August 2015 — October 2016

4. Research Intern

   Summer 2014

University of Pennsylvania

BA, Cognitive Science, 2015.