Principal Experience Designer, Customer Resolution

Lead high-stakes customer experience design across disputes, account limitations, and recovery, turning failure and recovery moments into cohesive, transparent systems that build long-term trust. Define end-to-end experience strategy and scalable patterns across product, support, and operations while balancing customer needs with risk, compliance, and business constraints. Influence senior stakeholders across Product, Engineering, Risk, Legal, Ops, and Support, mentor designers, and elevate interaction and information architecture standards using prototyping and emerging tech like AI.