work experience

THE KROGER COMPANY – Charlotte, North Carolina | 2023 – Present

• Spearheaded the human-centered UX strategy for a complex, data-heavy manufacturing ERP system across 5 plants over a 2-year timeframe.
• Facilitated cross-functional alignment and led user research studies to identify pain points, translating complex workflows into intuitive, user-friendly digital experiences.
• Developed story maps, personas, and journey maps to define end-to-end experiences, ensuring all user groups were considered during the agile design and implementation process.
• Validated designs by conducting usability testing to iterate on UI elements, significantly increasing product adoption, validate UI interaction patterns and reducing user frustration.
• Championed a user-centric culture and agile design integration across the release cycle, fostering continuous improvement through iterative testing and stakeholder feedback loops

GENERAL MOTORS – Detroit, MI | 2021 – 2023

• Increased net promoter scores for employee engagement and retention by providing access to services and information using tools such as wireframes, sitemaps, storyboards, personas, and user journeys.
• Facilitates cross-functional partnerships (Benefits, HR, IT) to define user needs, business capabilities and strategies in order to design and continuously iterate experience blueprints and process maps that deliver human-centered and holistic solutions across the organization.
• Coached and partnered with stakeholders in a holistic process encompassing the following:
  • Initial review (proposal, quantitative and qualitative research)
  • Development and ideation (stakeholders map, process flows.)
  • Design, review & iteration (journey maps, service blueprints, prototyping).
• Successfully launched more than thirty UX projects with global scope by managing, documenting, and understanding customer needs and goals in order to better support HR needs.

GENERAL MOTORS – Detroit, MI | 2018 – 2021

• Designed end to end experience through development of journey map, service blueprint and prototyping, influenced by critical user research and competitive landscape analysis, to create a holistic service that offered self-directed and assisted cross-over touch points and consistent communication.
• Reduced call center volume by designing company processes and systems that gave more access to benefit information such as bereavement, maternity, retirement, etc.
• Improved company culture and inclusiveness through the implementation of solutions that adjust to millennial employees trends and needs

FDH VELOCITEL – Raleigh, NC | 2015 – 2016

Engineering company specialized in designing, building, optimizing, and maintaining broadcast and wireless infrastructure in Raleigh, North Carolina.

• Designed Auto CAD blueprints for wireless network sites and created reports to the customer’s specifications detailing all the equipment within the site.
• Exceeded the company’s daily site targets by 50%.

SANKEI DESIGNS – Guatemala, GT | 2012 – 2016

Industrial and graphic design project developer in Guatemala City, Guatemala.

• MV CONSULTING Developed brand and corporate image.
• GUGU VALLE, MAKE UP STUDIO Developed brand and corporate image.
• BODEGUITAS PUERTA PARADA Increasing market share and sales by 60% by designing advertising campaign.

Education

College for Creative Sturies, Detroit, MI | 2016 – 2018

•  Honorable mention for exceptional merit in the field of Integrated Design.

Universidad Rafael Landívar, Guatemala, GT | 2007 – 2012

• Cum Laude
• Honorable Mention in Undergraduate Dissertation: “ Injection Mold Redesign for New Product Development”.