BEFORE TIMES
Pre-pandemic, I led design and strategy for the Bonvoy Loyalty product, focused on championing the end-to-end loyalty experience across all digital platforms. In a short time, I kicked off and led the rollout of China Mobile Phone Authentication and began tackling Global Mobile Phone Authentication across the organization.
I pushed the team to think beyond transactions and toward ecosystem value, shaping new partnerships across cobranded credit cards, airline programs and point-donation opportunities for global charities. In parallel, I contributed leadership to Loyalty efforts within the native app redesign to increase engagement, drive enrollment, and reduce friction for millions of members worldwide.
SUMMER O’ PANDEMIC
After being furloughed alongside the digital team, I returned early summer as part of a small but mighty digital skeleton crew focused on recovery. As travel behavior shifted dramatically from business to leisure, I spent the summer prototyping and presenting strategies to capture this emerging audience.
From standing up a luxury experience hub to designing new leisure-focused products for an entirely new type of traveler, our work centered on rebuilding confidence. The goal was simple but urgent: help guests and property owners feel safe, supported, and ready to travel again.
LOOKING AHEAD
Following a reorg, I led design and strategy for the Digital Merchandising Experience team, helping reposition Marriott from a hotel brand to a full travel ecosystem. By simplifying how offerings like cobranded credit cards, Homes + Villas, promotions, and vacation products showed up across digital platforms, we made value easier to understand and act on.
The outcome was a clearer, more cohesive experience that supported recovery, increased engagement, and reinforced Marriott as a brand that makes travel easy.
Client: Marriott, Role: Director of Experience Design for Loyalty, Director of Experience Design for Digital Merchandising