From dark patterns to a metric that actually meant something
The Preference Center team measured success by opt-out rate — a metric actively encouraging dark patterns. I replaced it with a real feedback loop, drove CSAT from 45 to 65, ran a multi-method research study on a future state design, and built a trust metric framework with a cross-functional team of 12.
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Building the foundation for better decisions at scale
I joined a team with no documented principles, no standards, and no shared definition of good. I initiated and led the creation of four living standards documents — grounded in team surveys, 40-person research studies, and cross-functional input — now approved at director level.
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