Role
Senior Design Manager

Challenge
Post-activation engagement with the Verizon Visa Card was lagging, putting spend, loyalty, and satisfaction at risk. Teams across product, marketing, and engineering had no shared vision, no defined success metrics, and no clear owner for the cardholder experience across channels.

Solution
Reframed the problem from an engagement gap to a value clarity problem, then set a unifying vision and a three-horizon roadmap anchored in learning, earning, and redemption. Directed a cross-functional heuristic evaluation that surfaced 37 experience gaps, prioritized trust-breaking failures first, and restructured the team around parallel workstreams to accelerate delivery. Used AI as a synthesis tool to align stakeholders and inform design decisions at speed.

Results
90% card activation rate. Monthly spend up 5%. Card closures down 10%. VVC app MAU up 26%. Dashboard MAU up 19%. Post-launch defects down 40%.